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Forum Discussion
Got an email about a failed attempt to renew but my account shows as Basic and is empty
I had a paid account for many years. My credit card expired and I received an email saying:
We weren't able to charge you $11.99 for your Dropbox subscription. Please check your billing information to make sure it's up to date.
After April 29, 2024, your account will be downgraded to Dropbox Basic, and your space will be reduced to its original amount. If this happens, none of your files will be deleted, but you'll have much less space to add new files to Dropbox.
I have tried to log in to update my card but when I log in, there is nothing in my account, no history, no files, zero. I do not know what to do. Now it says I do not qualify for support because I have a free account. Totally confused.
- Hannah
Dropbox Staff
Hey dadamanga, thanks for posting to the Dropbox Community today!
Is it possible that you logged in to Dropbox using a different email address than the one this email about the renewal failure went to?
Because it does sound like you have two accounts.
Please check and let me know what you find!
Hello Hannah, I checked both possible options, one is with the email address that the expired card email came to, and one with my current email address. They are both empty and have no files in them. Is there any way to contact support via email or any other means? You can see from the email that I received that I have a paid account...
- Hannah
Thanks for checking, dadamanga.
Actually, first I'd like to ask you to check the plan tab in the account settings, while signed in to both accounts, to make sure they're both free ones, because they might be empty, but they still could be paid ones.
So, you can use a normal browser window for one account and a private browsing/incognito for the other and go to https://www.dropbox.com/account/plan
Do both of them show as free Basic accounts?
Hi All
I saw member dadamanga had the exact same issue as I'm having. I've been a paying member for my Dropbox account for many many years and signed in today, only to find that I have zero folders and I have a Basic account.
I'm a wee bit panicked about it. All I can think is that my credit card was compromised and had to be changed and was never updated and now I've been locked out.
A woman named Nancy who is a moderator on this forum was able to help the other client. Can someone (or Nancy) point me in the right direction on how to get mu files back and up my subscription again?
I'd be so grateful!
RESOLVED:
Somehow two accounts had been created with 2 different emails. Have know idea how.
Found all of my files. Thank you!
