Being billed for Dropbox but my account is showing as basic

[HalMycroft]

I have been charged £10 a month for a Dropbox account for some time now although when I log in via the app or the website my account is showing as free/basic.

I would like to cancel my payment for a service I have never received but I can't because the app doesn't think there's anything to cancel.

I would cancel the payment directly with my bank but they say I have to contact Dropbox.

There are no customer service contact options available to me because, again due to Dropbox's error, my account is showing as basic and therefore there's nothing you offer. 

I have tried emailing my complaint directly to the support email account but received a message saying that this inbox is not monitored.

Please let me know how I can cancel this payment.

[Rich]

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@AbstrActOr wrote:

So I was billed 5/13/2024 for my upgraded plan but now my account is only showing as a basic account and I have warnings that I'm over my storage limit.

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You likely have more than one account. Use the credit card charge lookup tool to identify the account you're being charged for.

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I'd contact support to resolve this issue but apparently that's only for those with upgraded plans

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You can still contact Support for billing issues. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

[AbstrActOr]

I had a second account but it's empty and it's been years since I even tried to use it, at least until today. I also can't use the credit card tool as I was set up with autopay using paypal. I'll try to get support using the method you described though. Thanks!

[Mandy628]

I have Dropbox Plus. It is showing that it is set to renew at the end of this month. However, it is showing that I only have basic and I can’t see all of my files anymore. It keep saying a ring me to upgrade, even though I already have it, so I tried to upgrade and it actually won’t let me because it says I already have a Dropbox Plus account with my Apple ID. It appears that there is no one even available to troubleshoot and help. Not sure how to resolve this situation.

[Mandy628]

Just to add to this (because I know it’s confusing), I am paying for DB Plus, and under subscriptions it shows I have Dropbox plus, but when I log in it only shows that I have DB basic. It asks me if I want to upgrade to Dropbox Plus … so I tried to upgrade (even though I have it) just to see if it would let me, and it would not allow me to upgrade. It gives the message “unable to upgrade, you’re already paying for another drobbox account with this Apple ID.” Yet it won’t let me access the other DB Plus account, and when I try to reset my password, it only defaults back to a basic account, which is missing a lot of my files. Help.

[Hannah]

Hey @Mandy628, sorry to see you're having trouble with your subscription.

Do you mean that you have two Dropbox accounts, a paid and a free one or just the paid one, which seems like it's free, even though it's not?

Did you initially upgrade your account through the Dropbox app on your mobile device?

If it's paid through iTunes, but still appears as Basic, try restoring your purchase, to see if that helps.

[Mandy628]

I didn’t think I had two accounts … but when I login it takes me to a basic account. Yet have a subscription until 5/30. I can access files in that account through links but I can’t get to the plus account. Resetting just takes me back to a basic account. It’s like a have two accounts under the same email but can only see the basic one. Is that possible?

[Hannah]

You can't really have two accounts under the same email address, to be honest.

Do you know which email address your Dropbox account is associated with? If so, try logging in to it using a different browser or a private browsing window and let me know if it works that way and what you see.

[Mandy628]

I didn’t think k could have two account under the same email … yet, there must be some sort of glitch because it says I have a basic account … and when I click to upgrade it even says (quote) “It looks like you’re paying for another dropbox account with this Apple ID. You’re unable to upgrade in the app at this time.” It’s so bizarre. I have links to videos I created but I cannot see them in my account, I assume because I’m out of space with the basic account. Totally stumped here.

[Mandy628]

When I’m logged in it shows I have a basic account. But I have a DB Plus subscription that expires in a few days. I have used this for years with no problem until now.

[Rich]

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@Mandy628 wrote:
When I’m logged in it shows I have a basic account. But I have a DB Plus subscription that expires in a few days.

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You likely have more than one account. Use the credit card charge lookup tool to identify the account that you're being charged for, and compare the email address to that of your Basic account.