I've paid for my account but it's not showing up

[brookklynn]

My account was charged for a new month's subscription yesterday. Then this morning, I get an email telling me that my account is full, out of space, no longer syncing. I went to my account and logged in, and it says I need to upgrade, that I'm only a Basic user! But, I am a PLUS user and have been for many years! I'm not going to pay to upgrade my account to a level I'm already at - especially when they just billed me yesterday! The payment was successfully processed, I checked. So, there is no reason for this.

NONE of this makes ANY sense to me whatsoever:
- My bank account processed the payment for my subscription successfully.
- I pay for my subscription through Google Play - which shows me as an active Plus member, with my next payment being due in April.
- The email I received was telling me to upgrade to the next level of 3 TB. But, 3 TB is NOT the next level up from Basic - 2 TB is! So, that makes it seem as if I'm already at 2 TB...?
- When I logged into my account, it said I was using a little under 6 GB, and that I was full, out of space, no longer syncing - meaning I'm in a Basic account.

Since the account is showing me as Basic, I'm unable to contact anyone in Customer Support for help - no phone, no chat, no email. Apparently, that is only for "paid" customers - WHICH I AM!!

I need help with this. I need to know if any Dropbox employees monitor these boards and might see this...???

I have MANY important documents saved in my cloud, so I need this working correctly again!

Any help would be extremely appreciated. Please.

Thank you,
Lori

[Jay]

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

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[brookklynn]

Hi @Jay,

Thank you so much!

I received Ticket #16006833.

Please let me know as soon as possible.

Thank you again!
Lori

[Jay]

Thanks for the ticket ID, I've gone ahead and prioritized it to expedite matters on your behalf.

[brookklynn]

@Jay,

Thank you very, very much!

[bva974]

Hi,

Same problem here. Can you help ?

Thanks.

[Hannah]

Hey @bva974, sorry to see you're having this issue.

How did you initially upgrade your account? 

Was it from our website (billed through credit card) or from the Dropbox app on your mobile device (billed through iTunes/Google Play)?

[bva974]

Hi,

I canceled my plan through the Apple Store and got another one through the Dropbox site.

Problem solved.

Thanks.

[Amornrat]

Unbelievable that 1 year later and maybe more, I got the same problem nothing improved! I paid by IDEAL, my money was transfered, but no 2TB, no email confirmation for my upgrade. I try everywhere, even the robot chat doesn't recognize IDEAL payment. Why dropbox never solve this issue immediately instead of answers the same problem again and again for over a year!

[Amornrat]

Please either improve IDEAL payment method to make it work properly or remove it for the sake of Dropbox customers!
My upgrade to 2TB yearly is still no upgrade but only money was transfered to Dropbox account. Still no email confirmation and no 2TB. How long do I need to wait? My husband bout 2 TB I could, it upgraded in a second! I really need help because my box is toooo Full!