Through the mapped drive in Finder, I have full access to Dropbox but not online

[sleetx]

Really hoping someone at Dropbox can enlighten me. I've had a paid Dropbox plan for years with 16GB currently used. From the Finder on my computer I have full access to Dropbox and all of my files, however, when I tried to login in online it prompted me to set up a new account when I tried logging in with the email address that I KNOW is associated with my existing account. Stupidly, I followed the prompts to create a new account thinking I was recoverying my account (it was late and I was tired). This account online is showing as a Basic unpaid account and none of my files appear here. However, I STILL can see and access ALL of my files in Finder that are mapped in the Dropbox drive on my computer.

What may have contributed to this scenario is that the credit card on file had an expiration date of September 30, 2023 (today is October 24, 2023). I failed to update the credit card prior to September 30. I just found an email from Dropbox with "final reminder" to update my credit card dated September 9. I can no longer access the link in that email to correct the situation.  If the community can point me to whomever can resolve this situation, I would be so grateful!

[Jay]

Hi @sleetx, thanks for bringing this to our attention.

It sounds like you might have another Dropbox account under a different email address. Do you see any payments on the account on this page?

Did you originally upgrade via the Dropbox site or the mobile app?

This will help me to assist further!

[sleetx]

Hi Jay,

I do have a personal dropbox account that is not associated with a paid subscription.

The email that was previously associated with a paid subscription is NOT showing any payment information at the link you sent me:

I've had Dropbox service for so long that I don't think I started with a free account that got upgraded. I think I went straight to a paid account online (not on a mobile device). Hope this helps! Thank you for helping me.

[Hannah]

Hey @sleetx, just to check, if you go to your Dropbox preferences, in the 'account' tab, do you see the same email address as the one you used to create a new account?

[sleetx]

Yes, the same email address appears under the Account tab.  As mentioned in the original post, when I tried to login online using that original email address, it would not accept my password and instead invited me to "create" an account.  I went ahead and created an account using that same email address and now the account shows as a basic, free account with no history of payment - nor my files BUT I can clearly still see and utilize them under the mapped drive in Finder.

[Megan · Accepted solution]

Hey @sleetx, here's what I would personally do.

Since you have the billing info shown on the previously paid account, I'd use our self-serve look-up tool, in order to locate the email behind the charge, and identify if you have another account, linked to an address you don't recall. 

Can you give it a go?

[sleetx]

Megan, thank you so much for sharing this handy look-up tool !! Worked like a charm and I certainly was surprised to see I did indeed use a different email address 😜. Forgot that I had changed it in anticipation of making a change with my workplace. Thanks again!