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Forum Discussion
My mother has two accounts: One paid account, and one Basic, but can't access the paid one.
I am trying to help my elderly mom fix a situation in her dropbox account. She has had a free account for years. When she moved two years ago she lost access to her old email address and now has a Gm...
Megan
Dropbox Staff
Dropbox StaffHey TStreet1, thanks for reaching out!
First of all, sorry to hear about that. We'll try to do our best to rectify it.
You mentioned that you've been in touch with our Support. Would you be able to share your ticket number reference with me, in order to locate it on our system, please?
Keep me posted!
Thank you! It was a ticket opened with her Gmail account: https://www.dropbox.com/support/ticket/24254881
- Walter
Thanks for the ticket number TStreet1
I was able to locate it in our system and I can see it's closed now.
May we open a new one for you using the email address that's associated with your profile here, on our Community?
- It is odd., as it was like there were two instances of the same account. One with her Gmail and one with the old Tampa email. Somehow she was logged into the Tampa one on her iPad. I was able to cancel the subscription there. I had her logout of everything and the. Log back in with the Gmail account and upgrade that one. It seems to have worked. Now she should be reimbursed for the two months she was charged and couldn’t access it. Can they credit those two months to her current account? She’s on a fixed income?
