Upgraded but account still says basic

[B4rnzz]

Hi people I upgraded my account, been charged too, but my account still says basic any help?

[taiwantogo]

I have paid for a one-year renewal of Dropbox Plus for the second year this year, but Dropbox shows that I am still using the free version. I appealed twice via email, but Dropbox did not receive any follow-up response. What should I do!

[Megan]

Hi @taiwantogo, I'd be more than happy to help!

Is it possible that you maybe upgraded the wrong Dropbox account?

If I were you, I'd use our self-serve look-up tool, in order to have a closer look into this, and hopefully locate where the charge is coming from.

Can you give it a go, and let me know the results? Thanks! 

[taiwantogo]

[Megan]

Hi @taiwantogo, can you clarify where you see this screen? 

Is it your account's plan page? Due to the language barrier, it's not entirely clear to me. 

[taiwantogo]

I changed the page language to English and re-queried the deduction record.
I checked the deduction record at this website

https://www.dropbox.com/payments/transaction_information

[Megan]

Hi @taiwantogo, based on the second screenshot you sent us, I can see that the email address possibly has the wrong domain.

If you check, you can see that gmail has two "L" on the domain. Therefore, it seems you have two Dropbox accounts, that you're checking. 

[taiwantogo]

Thank you very much. Indeed, there is an extra letter 'L' after Gmail, but in reality, this erroneous email address does not exist, and there is no corresponding Dropbox account (so I won't be able to receive a verification email). What should I do next?

[Megan]

Hi @taiwantogo, I'd be happy to reach out via email in order for me to help you cancel this charge. 

However, you can give it a try, and attempt to log into said Dropbox account with the wrong email, and password just to see if you'll be able to. Or is it possible, that you have any linked devices to that account? 

[taiwantogo]

I cannot log in to my Dropbox account with the incorrect email address and password. Could you please help me cancel this charge via email so that I can make payment again in the correct account?

[Megan]

Hi @taiwantogo, I just sent you an email, I'll see you there!