I upgraded my account but it still shows as Basic

Hi @Tony84, 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.

Keep me posted for any updates!

Tony84

I don't know what happend wrong, but i got my money back from dropbox.

Greetings, Tony

I am glad to hear that Tony!

For anything else you might need, we're here to help.

Cheers!

SM_IM

I have been charged for my subscription (my account lapsed as I had no money in the right account at the time) yet my account still shows as basic and has for 2-3 weeks. It's affecting my ability to work. How can I get this issue resolved? I'd also like a refund for the time I've not been able to use my account normally.

Cheers.

Welcome to our Community, @SM_IM!

Can you please send over a screenshot of what you see here?

Did you reupgrade your account directly via the Dropbox website or the App Store/Play Store?

Let me know!

SM_IM

I've managed to sort it through FB chat, though have had no luck requesting my plan to start today to recoup the weeks I haven't had access. Is that something you can help with?

Cheers

Do you mean that you’d like to request a refund, as you mentioned in the beginning, because your account was upgraded today?

If so, can you please clarify from which platform did you upgrade? Was it directly from the Dropbox website, the App Store or the Play Store?

Keep me posted!

jonnz

Hi I have been a Plus user for a few years and the annual payment has normally not been an issue, However, I went to use DB and it has reverted my plan to basic and removed all my files. I checked my bank and all was paid on the correct date. I have also put the DB 12 digit code into the DB help and it shows it has been paid. The only thing that I can see is different is that my email address on the account details is my old one and not the one attached to the actual DB account. Cheers

Hannah

Hey @jonnz, thanks for your comment here.

It sounds like you have two Dropbox accounts, a paid one and a free one.

If you login to Dropbox with the email address you saw when you looked up the payment, you will be able to access your paid account and your files.

jonnz

Thanks Hannah that is what happened. I will delete the old free account.

i recently upgraded to the 2tb and it took the $11.99 out my account instantly. In the app it’s still showing i’m basic account and i even went to restore purchases and still nothing . What do i do

Welcome aboard the Community, @lex2!

If l get this right, you upgraded your Dropbox account via the App Store on your mobile device, but you still appear to be on Basic, right?

After buying this subscription, did you perhaps receive a receipt from Apple confirming the purchase?

If so, let me know, and we’ll take it from there.

@nancy yes i upgraded from the actual dropbox app because it told me i have no space, yes i used my card and got a receipt in my bank saying 11.99 was taken from apple and if i go in my subscriptions on my phone it shows that i have a subscription with drop and i will be charged again March 29,2022 which would be the next month since i purchased it yesterday

Hi @lex2, how are you today?

It sounds possible that you upgraded a different account than the one you're using.

Have you tried contacting Apple in order for them to help you locate where the charge is coming from?

i only 2 accounts and i logged into both and it’s still says there basic accounts and that i should upgrade

I'd be happy to reach out to you via email in order for us to look into this @lex2.

Would that be okay?

yes @Megan my email is [email removed as per Community Guidelines

Can someone please help, i paid $11.99 for the 2tb upgrade and it’s not registering in my account, it still says basic. I upgraded through the dropbox app and don’t have any other accounts i got charged right away and in my apple subscriptions it shows that i’m subscribed to dropbox and the next payment will be in march. Yes it’s okay to email me i just want to get this resolved l [email removed as per Community Guidelines]

Hey @lex2, I just sent you an email!

Feel free to reply back to me, so we can look into it.

Cheers!

My account said it was full so I upgraded it and after that went through successfully an error message came up that there was a problem. So now under subscriptions I have that I’ve upgraded but it still won’t let me add any videos and still shows full? No idea what to do, can someone please help me???? Thank you!!!

Hey there, @rmc40, let's see what we can find together about this!

Could you please look into your
account's plan and get back to me with more information?

Also, can you find a charge from us in your bank account if you check it?

Let me know more!

Hi,
So it is just a basic account so when it said it was full I upgraded to the next possible option and under my subscriptions it’s listed there but still says I need more space, I’m out of space. There is no charge yet because it says I can try for 30 days and then after that I will be charged.

Hi @rmc40, thanks for checking back!

I'm afraid that since your plan is listed as the "basic" one, then your trial has either ended, or it never went through.

Feel free to add a screenshot in your next reply of what you see under your plan page.

So after I signed up it said there was an error but didn’t think anything of it. I only signed up a couple days ago so it’s not expired. If I end it I won’t be able to get another 30 day free trial will I?

Hannah

Hey @rmc40, sorry to jump in here!

If you got an error, it's possible that the trial never went through.

Or do you see that you're on a trial somewhere in your account?

Also, where did you start the trial from? The Dropbox site or the mobile app?

Hello,
The more help the better because I’m so frustrated. Under my subscriptions it shows that I’ve signed up for the subscription and I’m under the trial period. I signed up directly from the Dropbox app. After I did it which was 4 or 5 days ago it said there was an error but it still shows I have the subscription(trial) but my Dropbox still shows full and unable to add anything. I was worried because I usually only use Dropbox for certain work projects and right now I really need it but if I cancel the subscription it basically says I’ll still have it for the full 30 days&nothing will change. I have no clue what to do??? Any help as much help is much appreciated!!!! Thank you!!!

Hannah

Thanks for the update here!

Did you use an Android or iOS device to start the trial?

If it's an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

lil me

I as well need some help [email removed as per Community Guidelines]

Hi @lil me, I'd be more than happy to help!

Do you face the same issue as the rest of the users in this thread?

If so, have you tried using our
self-serve look-up tool, in order to locate the Dropbox account linked to the charge?

Let me know more.