Paying for Plus through Google Play, but shows as Basic plan.

[serpvect]

Support team (Lauren) just stopped answering my emails 3 days ago.

I've got no real help from Dropbox support. The only thing they constantly recommend - check that you've paid for your own account/email.

In the latest replies they said there is NO account associated with my email, while I'm LOGGED INTO it on PC and mobile and use it since Jan 2011!!!

It's just insane!!!

And there is no way I can communicate with the support coz I'm on a Basic plan. I can't even see the status and history of the ticket, mentioned #22526072.

Roland.

[Calvin2DBX]

Hi @serpvect,

Sorry to hear you're having trouble with payments.

Thanks for providing the details.

I have notified the team internally and bumped the priority of the mentioned ticket.

You will get a reply directly in your account email. Please be sure to check your spam/junk folder.

Keep me posted in case of anything else !

[serpvect]

Support reacted urgently.
Closed the ticket and advised to contact Google to investigate the issue. It's a shame and a FRAUD to my opinion. Google indicates my subscription is ACTIVE. The next payment date is set. It's not my problem! I just want to get service I'm regularly paying for! And getting nothing in return. Will have to raise the issue to legal plane. Besides, I'm gonna publish the whole case in mass media and over internet. There are a lot of people facing the same problem with Dropbox. Just have a look at your community portal - many topics with exactly the same issues from customers.

Regards, your deceived and disappointed (ex-)customer.

[Jay]

HI @serpvect, could you confirm if you see any successful payments (meaning both receipts and invoices) for the recent transactions on your account via this page?

[serpvect]

Yes, a lot of them. Transactions from 2015 to 02/08/2022.

[Jay]

Okay, so you're saying the payments ended last year in 2022, is that correct? Were you paying for an annual plan or monthly?

A screenshot of the payments page would help me greatly, if you could paste it in your next reply.

[serpvect]

Last payment on that page is dated 02/08/2022.
I was on a monthly plan lately.
Can't find how to attach a screenshot on mobile. Maybe need to open on PC?

[Jay]

From what you've described it seems that according to the Dropbox site, the Google payments stopped on that date, so your account should've been on a Basic plan for a while now. 

Either the payments have been associated with a different Dropbox account entirely (if another was possibly signed into at the time after the last upgrade was made), or the payments have been failing somehow. 

As there doesn't seem to be any payments associated with your account since 02/08/2022, this would be why the support agent recommended that you get in contact with Google directly to resolve this matter.

[serpvect]

Here is the screenshot you asked for.

[serpvect]

Google indicates the payment was completed succesfully and the subscription is active. My card charged accordingly. What else should I do to get the service I payed for?! It's a problem of communication between you (Dropbox) and Google, not me, nor my card or bank. Just solve it! It is you who sells your product through Google Play services, so just sort it out! Or stop selling this way, you are misleading your customers this way!!! There are a lot of just exactly the same complaint posts on your community portal, so many people are facing the problem and all you do is just continuing to advise checking if the correct account was payed for! Yes, it was the correct account, coz I have the only one for years either at Google or at Dropbox.