You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

tbertsch 's avatar
tbertsch
Explorer | Level 3
5 months ago

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

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 l...
Account Settings
Payments
Plans
upgrades
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
5 months ago

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.

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      5 months ago

      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 's avatar
        tbertsch
        Explorer | Level 3
        5 months ago

        yes.

  • tbertsch 's avatar
    tbertsch
    Explorer | Level 3
    5 months ago

    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's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      5 months ago

      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 's avatar
        tbertsch
        Explorer | Level 3
        5 months ago

        Ok thanks.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!