Being billed for Plus but it says Basic.

[MeganLittle]

Hi, I am currently being billed for Plus and have done so for years but now Dropbox says I am on the Basic plan which doesn't make any sense. It might be because a few months ago someone from another company shared a folder with me but somehow I got added to their company Dropbox. They recently rectified that and removed me from their company Dropbox. Please can someone urgently prioritise fixing this as I need to use my Dropbox and it says it is full. I have logged a query on with your support. Thanks Megan

[Jay]

Hi @faber security, could you clarify more on how it isn't allowing you to complete the task?

[AEF]

Hello, I pay for Dropbox Plus, but my account comes up as Basic. However, I have 2TB (which comes with Plus), but it only lets me connect limited devices (i.e. Basic). I tried to speak to someone via the chat box, but because it comes up as Basic he says I do cannot receive email customer support (even though I'm paying for it) and I should post on this discussion board. Can anyone help me? Dropbox tech team please can you sort out my account? I am basically paying for a service which I'm only partially receiving and sales team refuse to put me in direct contact with support team. Thank you!

[Megan]

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

Did you upgrade from the Dropbox site directly, or via the Dropbox mobile app? 

Are you sure you're paying for the correct Dropbox account and that you don't have two of them? Feel free to let me know what your plan page reports too.

Keep me posted! 

[AEF]

Hi thanks for getting back to me quickly! To be honest it's quite a long time ago that I signed up for Plus, so I cannot remember where I signed up, but I doubt it would have been the mobile app as I mostly use it on my computer. With the chat box guy I checked my other dropbox account but that's just a Basic, unused one (which I intend to delete). Additionally - my account half knows it's Plus - I have 2TB to use, of which I've used about 12.5%.. so it sort of knows it's Plus, but not really. If you see what I mean...

[Megan]

Hi @AEF, my pleasure! 

Do you have the billing info of the Plus charge, in order to use our self-serve look-up tool, just to check if it's the same Dropbox account, as the one you're using on your end? 

[AEF]

What billing info is required for the tool? I have the dates it is coming out for my account and the amount. Thanks!

[Walter]

Hey @AEF, sorry to jump in here, but I just wanted to mention that you can use our look up tool with a transaction ID.

If you don't have it at hand, you can contact your bank directly and ask for it/them. 

[AEF]

Thanks - I've checked on my banking app and there is no 12 alphanumeric code - there's a 9 digit one followed by another 9 digit one. Could this be because I am in the UK, not the USA? How can I speak to someone in Dropbox customer service or complaints team about this rather than using a discussion board? I can't see how I can cancel the payments even, since it isn't set up as a Direct Debit.  Thanks for your help. 

[Megan]

Hi @AEF, I just sent you an email, I'll see you there! 

[AEF]

Received, thank you 🙂