Created and upgraded account through the website but account is still on Basic plan

[Absl]

Hi, I created a new account through the dropbox website and paid for an annual subscription. money has been debited from my account and processed. I went to log in but it is still a basic account..

[Walter]

Hey @Absl, sorry to hear about this.

Can you please clarify if you upgraded the account through our website directly or if it was via the app  store on a mobile device?

If it's the former, can you try identifying the email address that's associated with the charge for your upgrade by using our look-up tool and confirm that it's an exact match with the one you see in your account's settings online?

In any case, please let us know how you get on. 

[Absl]

@Walter I created the account directly through your website.

I checked for the identification, but I don't have a 12-digit transaction ID, I paid via ideal bank. I do see more than 12 digits or more than 12 letters in the description.

[Absl]

@Walter

[Nancy · Accepted solution]

Hey @Absl, I hope you don’t mind me jumping in.

Do you have any other older Dropbox account perhaps that could have been upgraded accidentally? 

Also, if you check your bank statement, does the transaction appear as complete or pending still?

Let me know, and we can take it from there.