Cannot link my Android phone due to reaching device limit, but I have a paid plan

[Burdzy]

I have the Plus account with 2TB and unlimited devices. My Android phone says I reached the limit of 3 devices. How do I contact Dropbox support to fix the issue? The page where I can submit the problem does not allow me to type my problem.

Actually, Dropbox apps think that my plan is Basic sometimes. I am in a catch-22 situation. I need help to recognize my Plus plan but to get help Dropbox must recognize my Plus status first. I do pay - they collect my money.

[Jay]

Hi @Burdzy, thanks for bringing this to our attention.

Are you certain that you're logging into the same account on your phone as you are on your computer?

When you access this page, do you see what plan you're on? How many devices are currently linked to your account?

This will help me to assist further!

[Burdzy]

Hi Jay,

Here are answers to your questions:

Are you certain that you're logging into the same account on your phone as you are on your computer? Yes. It uses the same email and password. 

When you access this page, do you see what plan you're on? How many devices are currently linked to your account?

Subscriptions
Dropbox Basic
Free
2 GB of storage to help you store and share files.
Personal Dropbox space
Using 16.3 GB of 2.01 TB
Regular files (8.1 GB)Backup (0 bytes)Replay (0 bytes)Shared files (8.2 GB)Unused space (2 TB)

Please note that the page shows rather strange data: I have 2GB allowance but I use 16GB

of storage(!).

When I click "Home" and then on my picture, I see 

Your account has 2.01 TB storage
3 devices connected

I do have Plus. Here is a recent email from Dropbox:

"Hey Krzysztof,

We hope you've enjoyed being a Dropbox Plus user! Your subscription will renew automatically on October 5, 2024. Keep doing more with Dropbox Plus:

• Plenty of space for all your stuff
• Control over who sees shared files and links
• Peace of mind when devices go missing

Your subscription will renew on October 5, 2024, and again each year, until you cancel. If you’d like to cancel your subscription, access your account settings. You may also contact support at any time."

Thanks, Chris

[Jay]

Thanks for the info. Are you able to contact the support team directly on this page?

[Burdzy]

No, I can't.

The page says

"Your support options
Your Basic plan includes access to our Help Center, Community and Chatbot."

Help Center are just articles.

Chatbot is not a real person.

I will believe in AI when it can resolve an issue just like mine.

At this point, I am totally cut off from meaningful Dropbox help,

except for you, Jay. Thanks for listening to me. Chris

[Jay]

Thanks for the update. In order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

[Burdzy]

I am not sure what you are asking. If you are asking about my email, it is [removed] (it is public, so there is no problem with privacy).

By the way, my employer, the University of Washington, had a "work" Dropbox and I used to have an account associated with [removed]. The university discontinued the deal so this account is inactive.

email addresses removed per the Dropbox Community Guidelines]

[Hannah]

Hey @Burdzy, what Jay means is that we'd like to email you to investigate this further, however, we can only send you an email to the address you have linked to your Community profile.

That email address should be the one you're using for the Dropbox account you're currently signed into on the Dropbox website.

Is that the account that's having this issue?

[Burdzy]

Hi Hannah,

The email address associated with the account that has problems is [removed]. It is the address where the "Dropbox Community" sends me notifications about this conversation. Yes, of course, you can send emails to this address to continue the discussion of the problem. 

Thanks, Chris

[personal information removed per the Community's Guidelines]

[Jay]

Hi @Burdzy, before we go any further, can you confirm if you see any confirmed payments (with an invoice and receipt) on this page on your account?