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dadamanga's avatar
dadamanga
Explorer | Level 4
8 months ago

Got an email about a failed attempt to renew but my account shows as Basic and is empty

I had a paid account for many years.  My credit card expired and I received an email saying:    We weren't able to charge you $11.99 for your Dropbox subscription. Please check your billing infor...
Account Access
File access
  • Nancy's avatar
    Nancy
    8 months ago

    Perfect! I just sent you an email. Please reply back to it, dadamanga, and we’ll look into this further.

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

Hey dadamanga, thanks for posting to the Dropbox Community today!

 

Is it possible that you logged in to Dropbox using a different email address than the one this email about the renewal failure went to?

 

Because it does sound like you have two accounts.

 

Please check and let me know what you find!

dadamanga's avatar
dadamanga
Explorer | Level 4
8 months ago

Hello Hannah, I checked both possible options, one is with the email address that the expired card email came to, and one with my current email address.  They are both empty and have no files in them.  Is there any way to contact support via email or any other means?  You can see from the email that I received that I have a paid account... 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    8 months ago

    Thanks for checking, dadamanga.

     

    Actually, first I'd like to ask you to check the plan tab in the account settings, while signed in to both accounts, to make sure they're both free ones, because they might be empty, but they still could be paid ones.

     

    So, you can use a normal browser window for one account and a private browsing/incognito for the other and go to https://www.dropbox.com/account/plan

     

    Do both of them show as free Basic accounts?

    • dadamanga's avatar
      dadamanga
      Explorer | Level 4
      8 months ago

      If I sign in to the account that is attached to the email address where I received the failed payment email, it shows as a free account.  There are zero files stored in the account. It previously had hundreds of gigs.  If I sign in to DropBox with my usual address in an incognito window, it also says I have a free account.

       

       

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        8 months ago

        Sorry to jump in here, dadamanga. 

         

        Just to clarify, are you being billed directly from Dropbox? If yes, then please check your bank statement to locate your 12-digit transaction ID. Then, I’d like you to go to this page and insert the ID in the given field to see the exact email address that's linked to your charges.

         

        Please open an incognito window on your browser after that, and copy paste that email address at the login page. Are you still seeing a free empty account after that?

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