My premium account has been paid, but I have access to a Basic plan.

[tbertsch]

I am getting billed for a premium account but my access online is now the basic account and I have lost all members and files and some of my members have lost account as well.   I need to talk to a live person.  I have spoken to 2 people through the sales line but they can't help.  They did confirm my account was in good standing and they could see my members and files on their end!  This is so frustrating, can't believe there is no technical support phone number.

[Walter]

Hi there @tbertsch  - sorry to hear you're having issues with this.

It sounds like you're logged into an account that's on the Basic plan at the moment. Do you have another Dropbox account associated with another email address of yours?

Have you tried using our self-served look-up tool to identify the email address that's associated with your charge(s)? 

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

[tbertsch]

No, I have no other account associated with this email address and the look up tool is not working!  The payment id is [removed per Community Guidelines].  I have submitted several emails and get ticket numbers that obviously mean nothing.  They are ticket #'s 

Ticket #24064816: RE: Dropbot Support Ticket #24046114 

[Walter]

Thanks for the ticket numbers @tbertsch     

I was able to look them up and I can see that they're closed now. Would it be OK if we reached out via email to the email address that's associated with your profile here, on our Community to have a further look internally? 

[tbertsch]

yes.

[tbertsch]

I have answered this already and you replied!

No, I have no other account associated with this email address and the look up tool is not working!  The payment id is [removed per Community Guidelines].  I have submitted several emails and get ticket numbers that obviously mean nothing.  They are ticket #'s 

Ticket #24064816: RE: Dropbot Support Ticket #24046114 

[Nancy]

Hey @tbertsch , sorry for jumping in. I just logged a new ticket for you, so that we can check this together. 

Please reply to me, when you get the chance.

[tbertsch]

Ok thanks.