I upgraded my plan, got debited twice, but it's still not upgraded, why?

[abhishektindia]

Hey DropBox community,

I have tried to upgrade to a better plan on my DropBox account. While I have made the payment (which got debited twice from my account), I haven't received any notification whether the plan has been updated in my account. I do not see any changes in my DropBox account either. What should I do?   

[Jay]

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

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?

Did you upgrade via the Dropbox site directly, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?
 

Keep me updated with any details.

[abhishektindia]

Thanks for replying, Jay !

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?

No I see nothing here. However, the amount has been debited twice (in Indian Rupees).

Did you upgrade via the Dropbox site directly, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

I updgraded via the Dropbox website. Have been charged by DropBox both the times. If the amount is adjusted towards a 2-year subscription of the 2 TB plan, I am fine. 

[Jay]

If you upgraded via the Dropbox site, but you're not seeing the payment on the site at all, this could mean that you upgraded two different Dropbox accounts. 

Could you try checking this by using the card lookup tool to locate these accounts? 

[abhishektindia]

I do not have a 12 digit transaction ID like the one indicated on the page you directed me to. Also, I might have upgraded the same account twice. Not two different accounts. I do not understand how to get out of this fix. 

[Rich]

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@abhishektindia wrote:

I do not have a 12 digit transaction ID ...

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What was the payment method; credit/debit card, PayPal, etc.? No details, just the type.

[abhishektindia]

I paid by debit card. 

[Walter]

Hey @abhishektindia - thanks for clarifying that for us.

Would it be OK with you if we sent you an email to have a further look internally?

Let us know and we'll use the email address that's linked to your profile here, on our Community. 

[abhishektindia]

Sure. Looking forward to the mail. 

[Jay]

Thanks, I've sent you an email, please could you reply to it as soon as possible.