Why was my account downgraded?

[haburch]

I need urgent assistance.

On 13 July I received an email informing me that my subscription had been downgraded to Basic.  My subscription is paid through Apple. It has always been up to date.  The billing cycle is on the 19th of each month. No payment has been missed and the next payment was not due until 19 July.  Despite this, the subscription was downgraded.  I raised the issue with three support requests.  Each one has been ignored. My subscription for 19 July has now been paid (as it always has been, by Apple) but I am still on Basic.

[Removed as per Community Guidelines]

[olamorstad]

I had exactly the same problem, and was degraded even if the payment went through via Apple.

Following the steps and restoring the purchase in the Dropbox mobile app solved the problem for me.

Thanks!

[haburch]

Hi Olamorstad,

Thank you for taking the trouble to post.  This solution through the mobile app worked for me, thankfully.  But I think that you will agree that our accounts should never have been downgraded in the first place.  My subscription was always current - there was never a legitimate basis to downgrade to Basic!

Regards,

Hugh

[olamorstad]

Hi,

I agree, absolutely! 

And when you get downgraded, you dont have access to the e-mail and telephone support anymore so it was frustrating.

Luckily, I found your post where I could find a solution to the problem..

[stenerik]

Subject says it all! My payment is showing as current through the Apple store, yet I was downgraded to the basic plan. I can't find any way to directly contact Dropbox support for a billing concern. Any ideas?

[Rich]

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@stenerik wrote:

I can't find any way to directly contact Dropbox support for a billing concern.

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Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues