My account got downgraded - can you help me?

[Chris M.116]

I received an email 2 days ago telling me I have until September 6th to pay for my next month of Dropbox Pro. I was downgraded this morning. I need it upgraded again until the said date. I plan on paying for the next month before then.

[DD1]

Hi Chris! That sounds off and isn't a common issue that I'd be aware of. Any chance you might have switched auto-renew off in the PlayStore? That'd explain at least part of this issue..

[Chris M.116]

Mark Mc,
Your last response was insulting and a perfect exanple of the horrible customer service Dropbox offers.
I am not looking for anything for free. I have been a paying customer for a while. Dropbox was the one offering the September 6th cut off date. Because of this I did not move any money to the account I use to pay for the service.
I am unable to move that money until next week now and cannot use another card at the moment.
Your arrogance is a direct reflection on the company and has given me another reason to avoid Dropbox.
This situation should have been happily remedied immediately.

[Mark]

Your last response was insulting and a perfect exanple of the horrible customer service Dropbox offers. 

I'm not a Dropbox employee Chris - I'm a user just the same as you. 

This situation should have been happily remedied immediately.

Which is not possible on a predominantly user supported forum - as I said you'd need to log a ticket but that would (as you would hit the free queue now) take time. 

However, as Dropbox employee has asked some questions to work out why the emails have incorrectly gone out - you've ignored him though (not sure if you've seen it or not, but its above your reply) so they cannot look into it. 

[Chris M.116]

Fynn,
I did have it on auto. That is why I got the email. I trusted the date in the email 2 days ago and did not give it another thought until this morning when I saw I was downgraded.
I can't even check if the setting was accidentally changed because I am not a pro customer anymore. Again, the email I received clearly indicates I had the setting to auto pay.

[DD1 · Accepted solution]

Hey Chris!

Sorry for being unclear. Your settings with Dropbox were likely on as you received the emails as you said yourself. What I meant was that your auto-renew settings in the GooglePlay store were switched to Off. 

The experience you're describing sounds very much as if Google switched off your auto-renew. That can happen when there is a payment issue, or just if you cancelled through Google. At this moment, it looks like this is an issue with Google and not with Dropbox, but I can't verify this until you log a support ticket with us.

Hope that helps!

[ts510]

Our business account expired yesterday due to nonpayment. We can't login and I wasn't aware we were behind on payments. We like to pay past-due invoices ASAP and get the account back. What do we need to?

[Megan]

Hi @ts510, welcome to the Dropbox Community! 

Can you visit your account's plan page, and let me know what it says there? 

Is your team possibly in a locked state? 

Let me know more, and we'll take it from there!

[kace]

I've been a pro member since 2017 but out of nowhere i was downgraded. I have a receipt of payment. I need this resolved asap. My business relies on dropbox. 

[Megan]

Hey @kace, let's jump right into this! 

Is it possible that you're using two Dropbox accounts by any chance? If you use our self-serve look-up tool, can you locate the charge? 

Keep me posted, and we'll take it from there!