Paid for an upgrade but not delivered

[maNkunzi]

After receiving numerous messages form Dropbox to upgrade to more space I decided to do so and paid via an electronic bank transfer.  I have never received the extra space but do receive messages saying I am not using it.  I cannot see how to access it as no matter what account I sign into it is not there.  How do I see what account it has been credited to and how can I access it.

I have been on to the self-help platform but as this was an eft payment and not a card payment I cannot progress past a specific point using that platform.  Where to from here???  Is there a human out there that can help and who won't just direct me back to the self-help or the community forums.

[Walter]

Hi there @maNkunzi, sorry to hear you're having issues with this. 

When you say you paid via an electronic bank transfer, could you clarify if you used a credit or debit card or maybe PayPal or another way?

Did you upgrade through the website directly or via the app store on a mobile device?

Last but not least, are you 100% certain that you upgraded your Dropbox account? I'm only asking because Dropbox doesn't currently support EFT payments. 

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

[maNkunzi]

Hi.  I have the 12 digit number on my bank statement.  This was done in June so can't remember the details of how payment was made but the payment has come off the account and it appears as if it went straight to Dropbox

[maNkunzi]

I would say on the website as I do not have the mobil app

[Walter]

In that case, have you tried the look up tool  to find the email address that's associated with the charge in question @maNkunzi?

Is it an exact match with the one you see in your account's settings? 

[maNkunzi]

I have now done that and can see that payment was made but the email address associated with the charge is not the email address in my account settings.  I am not sure why this is so but please advise as to what to do next

[Megan]

Hi @maNkunzi, do you have access to the email address shown when you try to locate the charge? 

If so, then you can request for a new password, access the Dropbox account and either start using the account, or cancel the plan. 

[maNkunzi]

Hi.  I have found the upgrade.  It was linked to my personal email.  This is strange though as the reminders to upgrade were received on a business email address which has a limited dropbox facility.  This is the one I thought I was upgrading. Not sure how upgrade ended up under my personal email.

Thanks for the help

[Hannah]

I'm glad you were able to figure this out, @maNkunzi.

If you need help with anything else, don't hesitate to let us know.

Have a great day!