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Forum Discussion
Being billed for Plus but it says Basic.
Hi, I am currently being billed for Plus and have done so for years but now Dropbox says I am on the Basic plan which doesn't make any sense. It might be because a few months ago someone from another company shared a folder with me but somehow I got added to their company Dropbox. They recently rectified that and removed me from their company Dropbox. Please can someone urgently prioritise fixing this as I need to use my Dropbox and it says it is full. I have logged a query on with your support. Thanks Megan
Hi MeganLittle, how are you today?
Is it possible that you upgraded a different account than the one you're looking at?
Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?
Feel free to also let me know your ticket number, in order for me to locate in on our system.
Keep me posted!
- Megan
Dropbox Staff
Hi MeganLittle, how are you today?
Is it possible that you upgraded a different account than the one you're looking at?
Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?
Feel free to also let me know your ticket number, in order for me to locate in on our system.
Keep me posted!
Amazing that is super helpful and was exactly what was happening! I had an old colleague who had left our company and I was still paying for their Dropbox! Will order my own account now
- Megan
We have one account with one email address (log in) so i am unsure why it is confusing.
- Megan
Hi Cyan Distribution, can you also let me know the rest of the info, please?
Such as how did you upgrade, and if you got any results when searching for the charge?
I hop someone can help. I had been chatting to an online chat person from Dropbox who proved very unhelpful and snappy at me. I have an account that says 'Basic' but the invoices say 'Plus' and it is £9.99 month?! So how can it be basic but were paying for Plus? I also want to change my card details in which we are paying but this is proving so difficult. There is not one section that helps you with it, it is not straight forward at all. I asked on the live chat and he was no help at all either.
- Rich
Super User II
Cyan Distribution wrote:
So how can it be basic but were paying for Plus?
You likely have more than one account. Use the credit card charge lookup tool to identify the account you're paying for.
I also want to change my card details in which we are paying but this is proving so difficult. There is not one section that helps you with it, it is not straight forward at all.If your account shows as Basic, you wouldn't have the billing options available to you since Basic is a free plan.
I asked on the live chat and he was no help at all either.If you opened the Sales chat, they can't do much with existing accounts. They're only a Sales channel, and the chat on the Support page for Basic accounts is a bot.
If you have a billing issue you need to contact Dropbox Support directly. 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.
- Megan
Hi Cyan Distribution, welcome to our Community!
Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails? If you have the transaction ID that is linked to your charges, you can also take a look here.
As for updating your billing info, you'd need to access the account first, then follow these steps, provided the account was upgraded directly through Dropbox.
Keep me posted for any updates!
I have to change my credit card information but DropBox will not allow me to complete this task, and I showing Basic Dropbox and paying for Plus ?
Hello, I pay for Dropbox Plus, but my account comes up as Basic. However, I have 2TB (which comes with Plus), but it only lets me connect limited devices (i.e. Basic). I tried to speak to someone via the chat box, but because it comes up as Basic he says I do cannot receive email customer support (even though I'm paying for it) and I should post on this discussion board. Can anyone help me? Dropbox tech team please can you sort out my account? I am basically paying for a service which I'm only partially receiving and sales team refuse to put me in direct contact with support team. Thank you!
- Megan
Hi thanks for getting back to me quickly! To be honest it's quite a long time ago that I signed up for Plus, so I cannot remember where I signed up, but I doubt it would have been the mobile app as I mostly use it on my computer. With the chat box guy I checked my other dropbox account but that's just a Basic, unused one (which I intend to delete). Additionally - my account half knows it's Plus - I have 2TB to use, of which I've used about 12.5%.. so it sort of knows it's Plus, but not really. If you see what I mean...
I paid $119.88 for Dropbox plus on 5/26/2023 which should be good till 5/26/2024 according to the invoice I got from Dropbox on the day I paid. However, when I logged on today, it shows I only have 2 Gb. It treats me as if I am a brand new customer. It also does not show any billing info even though I have been a customer for more than 10 years. I had lots of files in my Dropbox and none of them is showing up. What should I do to get this fixed?
- Hannah
Hey me-123, thanks for reaching out to our Community.
From what you described in your post, it would appear that you've most likely signed into a different or new Dropbox account, instead of your paid account.
Can you check the email address of your paid account and compare it to the one you used to sign in now, to see if they're different?
Thank you for your reply. However, but I've already checked the other account (which I don't use) - it's Basic, no charges associated with it. Also it doesn't explain that the one I'm using shows I have 2TBs of storage and I used to be able to sync unlimited devices. But now it says it's Basic, but still have the 2TB (associated with Pro), but no details of my billing (even though I'm still paying monthly). So, it cannot be a case - I don't think - that the membership is simply associated with another account (as I'm not sure how I would still have 2TBs of storage, not why it would change when it used to be all working fine).
I paid for Dropbox via the Google Play. I paid for the annual Plus plan for $119.99, which was deducted from my account in July, yet my account does not show I am Plus. It continues to show I am basic. I can provide the Google Play order number, etc. I need help. This experience is upsetting because Dropbox has chats for sales but not issues.
I went through a sequence of steps to resolve with Google—uninstalling and reinstalling Dropbox; uninstalling Google Play Store updates, and clearing cache. Nothing worked. This is three months money was taken from my account for a service I do NOT have.
- Rich
aceofspades wrote:
I paid for Dropbox via the Google Play. I paid for the annual Plus plan for $119.99, which was deducted from my account in July, yet my account does not show I am Plus.
Could you have more than one Dropbox account? That's often the case when someone upgrades, and they've found that they've upgraded the wrong account, or created a new account instead of upgrading the existing one. Does your Dropbox account use the same email address as your Google Play account?
Thank you for your response.
I only have one dropbox account. The same account applies to my google account.
First of all, terrible service if you want to speak with the support team. No options at all, and the chatbot is not forwarding the question/problem to an agent. This is something what you should change, especially if you are a paying customer.
We are having an (paid) account, but the website is not recognizing the email matching to the account.
I do not want to provide the details in here, so how are you going to help me?- Megan
Hi escapium, let's have a look!
Is it possible that you upgraded a different account than the one you're looking at?
Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?
Did you upgrade via the Dropbox site directly, or on the mobile app?
Keep me posted!
- Hi
Im hoping someone can help me. In april this year i signed up for dropbox plus and a significant amount of photos and videos of our new baby. 2 weeks ago my phone was sent back to the.manufacturer due to a software fault. I checked before the phone was sent back and all my photos were backed up. When i received the phone back all my photos were gone and my dropbox account is saying i have dropbox basic not dropbox plus. I pay the subscription through the google play store so not sure who to contact about this. Wondering if anyone had any advice- Megan
Hey Pinkrunners, welcome to our Community!
Is it possible that you signed into a different account than the one you had upgraded before?
If I were you, I'd use our self-serve look-up tool, in order to have a clear idea which account is linked to the charge.
It is possible that you might not be able to locate the charge, since it was made from Google, but no worries, this is why we are here.
Give it a go, and let me know what you find.
- Im not sure as i may have a second account but its linked to an old email address that i dont have access to
Is there any way of finding out what account is linked to the payment. I pay via the google play store
I am a Korean user. Does anyone know the dropbox email address? Please let me know.
- Rich
juin wrote:
Does anyone know the dropbox email address?
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.
