I was charged for a yearly subscription for Plus but it's not on my account

[FrozenPizza]

I have been using Dropbox for a month because of work and want to upgrade to Plus so I bought the yearly subscription 2 days ago. The billing site said that the transaction is pending but today it changed to being completely empty though my bank account was charged for 120€. I have checked on my other Dropbox accounts and there is no Plus. The transaction details on my bank account don't show a 12 digit number. (I purchased via a debit card in germany) Does anyone know what I can do?

[Walter]

Hi there @FrozenPizza - sorry to hear about this.

Did you try our self-served look-up tool to identify the email address that's associated with the charge?

If you did and it didn't help, let me know here and I'll reach out via email to investigate further.

Thanks!

[FrozenPizza]

Thanks for the reply Walter.

Yes, I have tried the look-up tool you linked but my bank statement doesn't have any 12 digit codes inside it, so it didn't help. I can send it to you via email if you contact me.

[Walter · Accepted solution]

Sure thing @FrozenPizza

I've just sent you an email to have a further look internally, so please take a look at your inbox and we'll take it from there.