Issue logging in and payment taken, but account is not upgraded

[Robertuk]

Can somebody please help me as I’m having issues logging in and no contact support available on phone

[Hannah]

Hey @Robertuk, thanks for reaching out to us and sorry to see you're having trouble.

Unfortunately, since this is a public forum, we can't really assist you with a screen-sharing session, however, can you please let us know more about the issue you're having?

I understand you're not able to login to your account, but can you give us some more details?

Thanks in advance.

[Robertuk]

Hi

The problem started when my excel spreadsheet within drop box deleted all the info when I hit a key (unsure what it was)

Then I could t log in - I’ve now sorted that

I then paid 9.99 to upgrade to to paid version as it has backup - payment has been taken but it hasn’t upgraded

[Hannah]

Thanks for clarifying, Robert, and I'm happy to see that you were able to sort out the logging in issue.

As for your upgrade, did you do it through the Dropbox app on your mobile device? Were you billed through iTunes or Google Play?

[Robertuk]

Hi

No,?I submitted my card details and it took the 9.99’paymwnt

[Nancy]

Hi from me as well, @Robertuk. 

There’s a possibility you have a second Dropbox account under a different email address that has been upgraded instead. 

Do you see a 12-digit transaction ID in your bank statement, when opening your Dropbox charges? If yes, please insert it here, and compare the email address you’ll see with the one showing here. Are they the same?

If not, you'll need to sign in to Dropbox with the correct email address to access your subscription.

[Robertuk]

Hi

No transaction I’d - no, it’s going to take 999 every month of my card and I don’t know where it’s going or what it’s going for, I actually want the upgrade on my proper Dropbox. I don’t know where this has gone wrong, is it possible to speak to somebody on the phone please?

[Hannah]

Hey Robert, unfortunately phone support is currently available to our Dropbox Business admin accounts, but you should be able to log a ticket to our support team.

Open this link from a private browsing/incognito window, insert your info and submit your request.

Once you have the ticket number, please send it along here as well.