Ukraine support program

[Yevhen6581]

Dear Drobox team.

On August 29 I received email from you that said the following:

Congratulations Eugene! We were unable to process your payment when we tried to extend your subscription. However , Dropbox offers a fee waiver for all customers in Ukraine for a period of up to six months . We are pleased to announce that you are eligible for this program. Your account has been suspended and your account level will not be downgraded. In 6 months, you will receive a payment processing request again. If you have questions about your plan, please contact support: dropbox.com/support . Thank you for using Dropbox. Stay safe Best regards,
The Dropbox team

However, after that Dropbox kept trying to charge payment.

And finally downgraded my plan to Basic

Is it possible to clarify this question? What should I do?

Thanks

[Jay]

Hi @Yevhen6581, thanks for bringing this to our attention.

Just for clarification, did you receive your upgrade on your account, or did it remain as a Basic plan?

This will help me to assist further!

[Yevhen6581]

Hi Jay, thans for reaching out.

I used Dropbox Plus plan (and paid for it monthly) before I got a support email from Dropbox team where you proposed free 6 months.

And today I was downgraded to Basic

[Nancy]

Hi @Yevhen6581! Can you please log a ticket with our support team via this page, and send me your ticket number after that?

[Yevhen6581]

Hi Nancy, unfortunately I can't do this since I'm on a basic plan.

The only way to contact support is this tread. 

[Walter]

Hey @Yevhen6581, could you try this form instead to reach out to our support team about this directly?

Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

Once you do that and get a ticket from our system, you can share your ticket ID with us so that we can look it up in our system too, if needed. 

[Yevhen6581]

Hi Walter, please check this:

Ticket #22725156: DB: Billing, payments, and subscription changes

Hope it helps

Thanks

[Hannah]

Thanks for the ticket number, @Yevhen6581.

I've passed this along and a member or our support team will be contacting you the soonest possible!

[Yevhen6581]

Unfortunately I still didn't get any solution.

It's a pity that Dropbox team can not answer a pretty simple question

[Hannah]

I can see that your case is with our specialists right now, @Yevhen6581, so please keep an eye on the email and our they will get back to you the soonest possible.