My mother has two accounts: One paid account, and one Basic, but can't access the paid one.

[TStreet1]

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 Gmail account. She says she updated her email on her Dropbox account. In July, she received an invite to some family photos and her account said she needed to upgrade to the paid version to access. She did so and has been charged the past two months (she has payment proof). However, Dropbox somehow still has her old email address attached to the paid account (that is where all of her old photos are stored.) but, because she changed her email to the Gmail one, she keeps getting an upgrade message and she can’t see any of her photos. In essence, it appears she now has a paid account (which she cannot access as the password must be reset and the email is defunct and inaccessible) and a free account with the Gmail. She has sent multiple support requests (and I managed to speak to someone at Dropbox who assured me she would hear from someone soon) that have all been ignored. Does anyone know how to reach an actual person at Dropbox support? She needs the old account’s email updated to her new email so she can access her photos. Because her Gmail is associated with a free account, they evidently don’t provide any support. She just wants support in the original account but cannot get into it.

I am doing this on my account to try to get someone to help her. She may be old, but she’s not technologically challenged.

[Megan]

Hey @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!

[TStreet1]

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? 

[TStreet1]

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]

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]

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]

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.

[JudyM64]

Hi Hannah. This Judy. You can send me an email directly to help with the two payments I made. Thank you. 

[Jay]

Hi @JudyM64, thanks for the message. As you're on a paid plan, and this is related to sensitive billing information, I'd recommend contacting the support team directly at this link, and they'll be able to assist you in more detail.