You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

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HStuart1's avatar
HStuart1
Explorer | Level 3
2 years ago

Wrong plan level. Subscribed to Plus, but says Basic.

For several years I have subscribed to Dropbox Plus. When I tried sending a video file today Dropbox showed me as being on Dropbox Basic and said the file was too large. How do I get Dropbox to set m...
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You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

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If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

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Community Home | Modern Slavery Statement | Terms of Service | Privacy Policy 

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Subscribed to Plus, but says Basic.","id":"message:735462","revisionNum":3,"repliesCount":7,"author":{"__ref":"User:user:1778234"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001018"},"conversation":{"__ref":"Conversation:conversation:735462"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:735462"},"body@stripHtml({\"truncateLength\":200})":" For several years I have subscribed to Dropbox Plus. When I tried sending a video file today Dropbox showed me as being on Dropbox Basic and said the file was too large. How do I get Dropbox to set m...","body@stringLength":"229","rawBody":"

For several years I have subscribed to Dropbox Plus. When I tried sending a video file today Dropbox showed me as being on Dropbox Basic and said the file was too large. How do I get Dropbox to set me back at Dropbox Plus?

","kudosSumWeight":0,"postTime":"2023-12-07T13:41:38.047-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wx","node":{"__typename":"Tag","id":"tag:Dropbox Plus","text":"Dropbox Plus","time":"2022-04-08T10:54:51.806-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wy","node":{"__typename":"Tag","id":"tag:Plans","text":"Plans","time":"2018-07-19T04:58:12.082-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:735462_3"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":688},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:735462":{"__typename":"Conversation","id":"conversation:735462","solved":false,"topic":{"__ref":"ForumTopicMessage:message:735462"},"lastPostingActivityTime":"2023-12-14T13:34:51.235-08:00","lastPostTime":"2023-12-14T13:34:51.235-08:00","unreadReplyCount":7,"isSubscribed":false},"ModerationData:moderation_data:735462":{"__typename":"ModerationData","id":"moderation_data:735462","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:735462_3":{"__typename":"Revision","id":"revision:735462_3","lastEditTime":"2023-12-07T13:55:03.688-08:00"},"ForumReplyMessage:message:737204":{"__typename":"ForumReplyMessage","id":"message:737204","conversation":{"__ref":"Conversation:conversation:735462"},"author":{"__ref":"User:user:330248"},"revisionNum":1,"uid":737204,"depth":7,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"subject":"Re: Wrong plan level. Subscribed to Plus, but says Basic.","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:737204"},"parent":{"__ref":"ForumReplyMessage:message:737199"},"body":"

It wouldn't be possible to get the Dropbox desktop application to recognize that folder, since it isn't one of the standard folder names used for Dropbox.

\n

 

\n

Could you check this page again to ensure that you're signed into the correct account? Have you enabled any other features on your account which could affect the email or account, such as using Google Sign in, or Apple Sign in?

","body@stringLength":"498","rawBody":"

It wouldn't be possible to get the Dropbox desktop application to recognize that folder, since it isn't one of the standard folder names used for Dropbox.

\n

 

\n

Could you check this page again to ensure that you're signed into the correct account? Have you enabled any other features on your account which could affect the email or account, such as using Google Sign in, or Apple Sign in?

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Subscribed to Plus, but says Basic.","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:735489"},"body":"

Hi HStuart1, thanks for the speedy reply! 

\n

 

\n

It sounds like you indeed have two accounts, and the Plus one -and the one having all those files- might be the one linked to the charge. 

\n

 

\n

When you use our look-up tool you should see an email there. Have you tried signing out of one account, and into the other? 

","body@stringLength":"560","rawBody":"

Hi , thanks for the speedy reply! 

\n

 

\n

It sounds like you indeed have two accounts, and the Plus one -and the one having all those files- might be the one linked to the charge. 

\n

 

\n

When you use our look-up tool you should see an email there. Have you tried signing out of one account, and into the other? 

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Hi Megan, Sorry for the delay. In searching through the various sets of folders under Desktop I found Desktop/ H Stuart Cunningham/ AppData/ Dropbox/Dropbox (Old)/. Everything I was looking for is in Dropbox (Old). So nothing appears to have been lost. Can you give me a hint as to how I might convince the computer to switch to Dropbox (Old)?

Stuart

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Hi Megan, Sorry for the delay. In searching through the various sets of folders under Desktop I found Desktop/ H Stuart Cunningham/ AppData/ Dropbox/Dropbox (Old)/. Everything I was looking for is in Dropbox (Old). So nothing appears to have been lost. Can you give me a hint as to how I might convince the computer to switch to Dropbox (Old)?

Stuart

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Hi HStuart1, as it sounds like you have two separate Dropbox accounts under different email addresses, have you tried signing onto the Dropbox site under the other email address to find your files on the site?

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Hi , as it sounds like you have two separate Dropbox accounts under different email addresses, have you tried signing onto the Dropbox site under the other email address to find your files on the site?

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As I mentioned earlier the Dropbox responses are only to my @comcast.net account. The Dropbox Transaction Information site confirms that the [Removed as per Community Guidelines] is the account email associated with the Plus account. Indeed my e-mails from Dropbox confirmed the subscription renewal to Dropbox Plus was addressed to that account. Nonetheless, when I try to get into Dropbox is resolutely shows me as having a basic account. As I mentioned earlier I found what I take to be the Dropbox Plus material in a set of folders under Desktop/H Stuart Cunningham/AppData/Dropbox/Dropbox (Old). Is there anyway I can get Dropbox to recognize the Dropbox(Old) folder as the correct folder for my Dropbox account?

 

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As I mentioned earlier the Dropbox responses are only to my @comcast.net account. The Dropbox Transaction Information site confirms that the [Removed as per Community Guidelines] is the account email associated with the Plus account. Indeed my e-mails from Dropbox confirmed the subscription renewal to Dropbox Plus was addressed to that account. Nonetheless, when I try to get into Dropbox is resolutely shows me as having a basic account. As I mentioned earlier I found what I take to be the Dropbox Plus material in a set of folders under Desktop/H Stuart Cunningham/AppData/Dropbox/Dropbox (Old). Is there anyway I can get Dropbox to recognize the Dropbox(Old) folder as the correct folder for my Dropbox account?

 

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