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MeganLittle's avatar
MeganLittle
Explorer | Level 4
2 years ago

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...
Billing
Dropbox Basic
Payments
Plans
upgrades
  • Megan's avatar
    Megan
    2 years ago

    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! 

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

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's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi AEF, thanks for bringing this to our attention.

     

    Did you upgrade from the Dropbox site directly, or via the Dropbox mobile app? 

     

    Are you sure you're paying for the correct Dropbox account and that you don't have two of them? Feel free to let me know what your plan page reports too.

     

    Keep me posted! 

    • AEF's avatar
      AEF
      Explorer | Level 3
      2 years ago

      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...

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hi AEF, my pleasure! 

         

        Do you have the billing info of the Plus charge, in order to use our self-serve look-up tool, just to check if it's the same Dropbox account, as the one you're using on your end? 

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