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TStreet1's avatar
TStreet1
Explorer | Level 3
2 months ago

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...
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Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

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? 

TStreet1's avatar
TStreet1
Explorer | Level 3
2 months ago
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?
  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    I won't be able to tell without view on the specifics TStreet1 

     

    May I reach out via email to have a further look internally at this point? 

    • TStreet1's avatar
      TStreet1
      Explorer | Level 3
      2 months ago
      Can you connect with her directly? It’s so complicated to try and explain by text. If you respond to her ticket, she can reply to you. She’s quite savvy. She has the 12 digit code for the payments made that we’re going to the Tampa email. It is the oddest thing I’ve seen as her apps on her phone showed her Gmail address, but if she logged in to Dropbox.com on her browser, it brought up the old Tampa bay address. I had her completely log out of everything, cancel the original upgrade (that was somehow attached to her Tampa address), relog in and upgrade on the Gmail address. It is working in all locations this morning as it should. She’s just out the two charges. thank you!
      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 months ago

        Hey TStreet1, I'm afraid we can't reply to a closed ticket.

         

        Is it possible to have your mother reply to this thread, while logged in to her account?

         

        We can only send an email to the email address associated with the account that reaches out to us here.

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