Multiple accounts?

[Callard1]

My account tells me I have a free basic account, yet I’m charged monthly by Dropbox. How do I resolve this?

[Walter]

Hey @Callard1, thanks for using Dropbox and welcome to our Community!
 

It sounds like you're looking at a Dropbox Basic account. Do you happen to have another Dropbox account associated with a different email address of yours?

Also, how did you upgrade in the first place? Was it through our website directly or via the app store on a mobile device perhaps?

Keep me posted!

[Callard1]

It would have been so long ago I don’t remember how I switched to a paid version or what email was used. I just know that neither of my main emails are associated with the paid account. It’s possible it’s linked to an email I no longer use.

[Hannah]

Are you getting charged directly on your credit card or through Apple iTunes/Google Play, @Callard1?

[Callard1]

My checking account

[Megan]

Hi @Callard1, sorry to jump in here! 

Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?

That should let you know more in regards to the account behind it, so you can then maybe access the account. 

[Callard1]

I tried, but it won’t complete the search; I just keep getting the message, “Please enter the expiration date and last 4 digits of the billed credit card” despite having input the info.

[Megan]

Hi @Callard1, in this case can I send you an email in order for us to have a closer look together? 

[Callard1]

Yes, please

[Walter]

Thanks for the cooperation @Callard1 - you've got

Whenever you get the chance, please have a look at your inbox and we'll take it from there.