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.

[Hannah · Accepted solution]

Hey @serpvect, from what I can see in your ticket now, the issue has been resolved.

If you need anything else, please let us know.

Have a great week ahead!

[qwikflash]

This is exactly what I have going on. I have been a customer of Dropbox for 10 years. It now says I'm out of storage and on the basic plan. I get receipts showing i have paid every month for the last ten years. No one at Dropbox want to help me. I am considering clicking the "upgrade" link and paying another $10/month then canceling the original. I am just afraid to lose all those files that are stored in their cloud.

I have had no luck with support. Have you had any resolution to this problem?

[qwikflash]

I have been paying for Plus for over 10 years. I get a statement from Google Play at the end of every month for a decade. It says that I am "out of storage" but I know that I pay for plenty of storage. (3GB) My credit card was just charged two weeks ago.

I tried contacting support but they won't help. The chat advisor just says to create a ticket and someone will reach out. That's not true. I got in contact with the sales dept. They are useless too. They can't even point me in the right direction. I have thousands of photos & files backed up in Dropbox servers. I can not afford to lose them. The support service is so bad. 

Is there anyone that can help me?

Thanks

Summary

- I pay for Dropbox Plus $9.99 monthly through Google Play

- In Dropbox settings it shows that I am on "Basic Plan"

- Dropbox has not synced my devices for two months

- I keep getting messages on my devices saying "Out of Storage"

[Rich]

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@qwikflash wrote:

I tried contacting support but they won't help.

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What is the ticket number you received? If you don't have one and haven't opened a request with Support, you need to.

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

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The chat advisor just says to create a ticket and someone will reach out. That's not true. I got in contact with the sales dept. They are useless too.

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If you weren't signed in to a paid account, then the chat advisor you reached was likely just the chat bot. Also, the Sales team has no access to your account information so they cannot provide support. All they can do is point you to the Support page, where the options available to you vary based on the account you're signed in with when visiting the page.