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Forum Discussion

AngelaS238's avatar
AngelaS238
Explorer | Level 3
3 years ago

Upgrade account and paid but nothing happend

I upgraded My account last week. I paid for one year but I didn’t received a confirmation mail. And the account hasn’t been upgraded. Van someone help?
Billing
Payments
Plans
upgrades
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
Hi AngelaS238, thanks for bringing this to our attention.

Do you see any payments on this page?

Did you upgrade on the Dropbox site directly, or via the mobile app?

According to your card statement, were you charged by Dropbox, iTunes or Google Play?

This will help me to assist further!
AngelaS238's avatar
AngelaS238
Explorer | Level 3
3 years ago
Hi Jay,

Thanks for your response.

I can’t see the payment on the website you send.

I updraded in the website of Dropbox.
The payment was charged by Dropbox.

Thanks!
Angela
  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago
    Hey AngelaS238, sorry to jump in here.

    It sounds like you're looking at another account other than the one you upgraded. 

    Can you try our self-served look up tool to identify the email address that's associated with your payment's details? 

    Is it an exact match with the one you see under your plan tab?
     
    • AngelaS238's avatar
      AngelaS238
      Explorer | Level 3
      3 years ago
      Hi!

      I cant check the payment transaction because the number is longer than 12 caracters.
      I see I have another account with a second e-mail address, but this account is also not upgraded to plus.

      Thanks!
      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago
        If the transaction ID is longer than 12 characters, is this a PayPal or iDeal payment? If so, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

        You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible under the PayPal section (even if it isn't PayPal).

        Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

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