Upgrade not confirmed after paying

[Dikasyoka]

I paid for a 2TB upgrade for my Dropbox on 21 September 2023. My bank debited the 11.99 but Dropbox did not confirm the upgrade. My account still says I'm out of space. I keep being tossed back and forth by Customer service. Can somebody please help?

[Jay]

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

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

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

As you mentioned the support team, do you have the ticket ID in order to locate it on my end?

This will help me to assist further!

[Dikasyoka]

Hi, I upgraded online, not on the app. I only have the debit notification from my bank, nothing from Dropbox. It does show that the payment was to Dropbox. How do I share the payment receipt?

[Jay]

Do you see any payments on this page on your account?

Are you certain the upgrade was for this account? Could you check the card lookup tool to determine if the payment was for another Dropbox account?

[Dikasyoka]

Hi,
I am certain I paid for my account. I have tried to use the lookup tool but since I don't have the 12 digit code, it's useless. Please tell me how I can attach a screenshot of my visa payment

[Jay]

You can contact the billing team by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

They will be able to assist from there on.