cancel upgrade

[Sonia-2022]

I upgraded my account a week ago. The debit from the credit card was done in one day, however my account still does not show the upgrade. I have been trying to contact dropbox and all I get is the automatic chat. This is really annoying and now all I want is to cancel my subscription and get my money back! I needed the extra space last week, not now. It is really disappointing. Any advice? 

I was hoping to get an email when the upgrade was done, explaining how to contact dropbox staff etc. But I never got any of this. 

[Nancy]

Hi @Sonia-2022, I’m sorry to hear you’re experiencing this.

As a first step, can you please clarify for me if you upgraded your Dropbox account directly via www.dropbox.com or the App Store/Play Store instead? 

This way, I’ll be able to guide you further.

[Sonia-2022]

Hi Nancy, 

I upgraded my account through the Dropbox website. 

If it would be possible to continue this conversation in private, that might be appreciated. 

Thanks,

Sonia 

[Hannah]

Hey @Sonia-2022, sorry to jump in here. 

Could it be possible that you upgraded a different account than the one you wanted?

If the transaction was done, can you please use the payment info here, to see if you can locate the email address of the account that the payment is attached to?

Is it the same as the account you're currently signed into?

[Sonia-2022]

Hi Hannah, 

Yes, I paid for this account, with this email. I had paid for the annual subscription. 

I don't have a 12 digit ID, but a 13 digit receipt number. 

I have requested more information on the transaction through the link you provided. 

It might be better if there is a way to communicate privately. 

Thanks. 

[Jay]

Hi @Sonia-2022, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

[Sonia-2022]

hi Jay, yes, please email me directly. Hopefully we can find a solution soon. You are the third person who has responded and no action has been taken so far. Thanks! 

[Jay]

Thanks, I've sent you an email, please could you reply to it as soon as possible!