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Upgrade Not Working

Aloha! I paid $11.99 to upgrade to Plus and it says my account isn’t eligible when I log into it because it was already upgraded but I still have the basic account!! This is so **bleep** frustrating! I can’t even get a hold of Dropbox Support at all.

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Comments

Jay

Hi @PixiePassion, thanks for posting on the Community!

I understand your frustration over the billing issue you're experiencing.

Do you see a transaction on this page on your account?

Did you upgrade directly via the site, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

This will help me to assist further!

Belvdb

I have the same problem. The payment has been done.

Walter

Hey @Belvdb, sorry to hear you're having issues with this.

Could you clarify if you upgraded your account through the app store on a mobile device or via our website directly?

What is reported in your account's plan tab exactly?

Belvdb

I did it via the app on my computer. It said “upgrade” in the right corner of my Mac. And it redirected me to the website. In my account tab it says that I have a “basic” account.

Walter

Thanks for clarifying that @Belvdb - most appreciated!

Since you upgraded through our website, you could use our self-serve look up tool to identify the email address that's associated with the charge for your upgrade.

Is it an exact match with the one you see on your settings online?

joharimat67

I am having the same problem. The account has been upgraded last week via Itunes but it does work.

Walter

Hey @joharimat67, sorry to hear about this.

If you made sure you're looking at the correct account, could you try restoring your purchase as outlined here and let me know how it goes?

Sydmell

Purchased plus and keeps tell me there is an error, will not let me upgrade but will not let me cancel membershop

Walter

Hey @Sydmell, sorry to hear about this.

Can you please let us know if you're trying to upgrade your account via the app store on a mobile device or if it's through the website directly?

If you could also send us a screenshot of the exact error you're getting, it'd be very helpful.

Sydmell

I’m not sure how to send a screen shot here but it reads “Upgrade Failed: an unknown error occurred. Please contact Dropbox support”
But the subscription is Active on my Apple billing.

Megan

Hi @Sydmell, just to clarify: have you tried restoring your purchase, using the steps mentioned here?

Sydmell

I have, what’s the next best solution

Megan

Hi @Sydmell, I'd need some account-specific info in order to look into this for you. Can I send you an email?

Keep me posted!

Sydmell

Yes

Megan

Hi @Sydmell, I just sent you an email, I'll see you there!

debrabruner

I have the same problem. my upgrade was processed through willstockwell25326608 on 7/06/23 for $11.99/month.

did i get scammed by this individual?

I reported the problem today and asked for a refund because it was not working as expected.

Hannah

Hey @debrabruner, sorry to see you're having trouble.

Can you let us know more about what/who "willstockwell25326608" is and how exactly was the payment processed?

Any additional info you can think of, would be helpful.

FastEllen

Upgrade to Plus is not working! Installed Dropbox on a new PC, paid by bank for the 2TB upgrade plan. Received no email that it was paid. Every way i tried failed. Logged out and in on iphone, delete app, logged in again, Removed program from pc and reinstalled it, logged of all devices. And when i just click, plan upgrade, it says: You're allready upgraded to Plus.. Please help!

Hannah

Hey @FastEllen, thanks for reaching out to us.

What do you see in the plan tab of your account settings, when you login to your account on dropbox.com?

Does it show that you're on the Plus plan or the Basic one?