Subscription paid but not recognised

[YL gmail]

I paid for one year’s subscription of Dropbox Plus on 27 May through Apple Pay (but my card was only charged on 31 May). I saw on my Dropbox account that it has been upgraded, with a pop-up message that the annual review will be on 27 May 2024. I also got a receipt from Apple.

However, I received an email from Dropbox saying that my free trial has expired and the usage has been exceeded.

I tried to request help on billing or to get customer support on the app but it kept going in circles. I am getting frustrated.

I don’t want to lose the files or to pay again. What can I do?

[Carde]

I purchased for my wife Liisa Dropbox for one year,  Eur 119.88€. The payment from Norwegian Bank card the 6/13./2023. The next week  she got a note that Dropbox was full. I checked, and it absolutely was not after the purchase.

Message: [removed]Dropbox      db.tt/cchelp IE 13.06.2023Computer network services   EUR119,88

The filing number at  Norwegian Bank [removed]

NOW. What to do? This does not ruin my economy, but if this case remains unsolved, all my family abstinate from using Dropbox, for forever. In this way the loss becomes a bit easier to suffer. 

Can anyone, PLEASE, solve this mystery?

Carde

[removed]

[personal/sensitive information removed per the Dropbox Community Guidelines]

[Carde]

Basic 

Ihave one of my own; my wife has hers, and we do not mix

[Hannah]

Hey @Carde, thanks for reaching out to the Dropbox Community.

It sounds like the upgrade was perhaps made for a different account than the one your wife uses regularly.

If you look up the billing info here, does the email you find match the one your wife uses for her account?

[Nygreekrican]

I pay monthly but not recognized. And can't contact support.

[Carde]

I have lost my my hope that this mystery will be solved. I only paid my wife's bill, she only has one email she uses.
Money lost - OK, and goodbye Dropbox.

[Megan]

Hi @Nygreekrican & @Carde, can I send you an email, in order for us to have a closer look into this? 

[Nygreekrican]

Yes, please

[Nancy]

Hey @Nygreekrican! I was about to log a ticket for you, but I can see you already have one open with our support team, and one of our agents has messaged you. 

Please reply back to them, when you can.

[Carde]

Look, I worked as a bank manager odd 20 years. IF THERE WAS A ONE CENT ERROR in book keeping we looked after it till we found it. Now Dropbox can loose 118 euros just neglecting

[Carde]

Sure you can! Go ahead.