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Upgrade account, paid but not upgraded

I upgraded my account to a Plus account. I used the Dropbox website and paid directly for a full year, but my account hasn't been upgraded. I also haven't received a confirmation e-mail. What to do?

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Accepted answers

Claudia123

Meanwhile, I also created a ticket. I must say, the response time was impressive. Within 10 minutes someone replied to the ticket.

In the end I made three purchases:

I made two purchases which didn't upgrade my account. The customer support could see both purchases in the system. They also saw the transactions were denied, so they will be refunded automatically. I guess the iDeal payment option doesn't work well.
The third purchase was made with a credit card without any problems.

Maybe this answer will help someone else 🙂

All comments

AngelaS238

For me exact the same, can't find any information. And still getting the offers to upgrade.

Claudia123

Meanwhile, I also created a ticket. I must say, the response time was impressive. Within 10 minutes someone replied to the ticket.

In the end I made three purchases:

I made two purchases which didn't upgrade my account. The customer support could see both purchases in the system. They also saw the transactions were denied, so they will be refunded automatically. I guess the iDeal payment option doesn't work well.
The third purchase was made with a credit card without any problems.

Maybe this answer will help someone else 🙂

AngelaS238

Oh really? I paid with iDeal and saw the debit transaction. Were did you asked, because I cant find where you can contact Dropbox directly. Thanks!

NawafQ8

Hi,
Just few minutes ago I payed for the upgrade but the account still asking me to pay ?!! What the problem? Please need assistance or I need my Money back

Megan

Hi @NawafQ8, let's look into this!

Do you have a transaction ID on your end? If so, can you use it in order to locate the account the charge is coming from?

Just to make sure you didn't upgrade the wrong account. Thanks a bunch!

NawafQ8

It's been 24 hours now with nobody had replied to me is my money's gone? Because I may cancel the whole account

Megan

Hi @NawafQ8, let's look into this.

Did you try opening a support ticket you mean? If so, can you reply back and let me know your ticket number reference, so I can locate it on our system?

Thanks!

Marie-K

Hi!

I have the same problem. Updated to Plus (monthly) in my webbrowser and paid with iDeal. In my bank account I can see that the money is transferred. However, my dropbox is not updated to Plus and is still saying my storage is full and I need to upgrade. I also didn't receive an invoice or receipt or an email about this.

What to do?

Megan

Hey there, @Marie-K, I hope you're doing well!

Do you have a 12 character alphanumeric transaction ID in your bank's info? If so, you can search and locate the charge, using our self-serve look-up tool.

Let me know what you find!

Vinculum2022

Hi,

We have paid for Dropbox Professional on

25/8/2022

but still our plan shows basic.

please look into this ASAP.

Vinculum2022

Hi,

We paid for Dropbox Professional on 25/08/2022 but still our Plan is basic. Its not yet upgraded.

Please upgrade it ASAP.

Jackson

Hello @Vinculum2022, if you upgraded via the website, you can use the credit card self-serve lookup tool to find the invoice of your purchase.

On the invoice you can see the email address of the account.

Let me know if that helps.

Vinculum2022

We already have the invoice. but we want to know why our dropbox didn't got upgraded when we have paid the same. I sent you the screenshots in previous message. Thanks!

Megan

Hi @Vinculum2022, sorry to jump in here!

I just sent you an email, in order to have a closer look into this. Reply back to me there, and we'll work towards a resolution together.

Thanks!

adriennejdall

I paid $166.79 Jan 22nd and I am getting emails that I need to upgrade!

It is possible it is for a different account but how do i tell?

I would have liked to talk to a real person

Thanks for the help.

Adrienne

Rich

@adriennejdall wrote:
I paid $166.79 Jan 22nd and I am getting emails that I need to upgrade!

It is possible it is for a different account but how do i tell?

Use the credit card charge lookup tool to identify the account you're being charged for.

I would have liked to talk to a real person

Phone support is available to Business customers and is initiated via a callback in the Admin console. All others can find the support options available to them on the Support page.

If you're having a billing issue, 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.

https://www.dropbox.com/support/billing-issues

swbr

Hello,

I've just set up a mandate on UPI for Dropbox Plus, and have made the first cycle's payment for the upgrade. I can see that my account is not getting upgraded. The chatbot doesn't have any solutions, and I'm not sure how to get in touch with their team. Is there an email id for support that I can contact?

Megan

Hi @swbr, thanks for posting here today!

Could you walk me through the precise steps you follow, when trying to upgrade? Are you using our website, when trying to do so?

Let me know more!

swbr

Hello! Thanks for the quick response! It looks like money was refunded last night, I'm glad. I think I'll cancel the mandate and stick to the credit card for upgrades for now.

Regarding the steps-
I received an email about my account having been downgraded to basic because of a failed payment. I clicked on the upgrade CTA from that email and was taken directly to the upgrade options page -> then the payment page. I could see my default profile picture on the top right, so assumed I must've been logged in on the browser.
Went ahead and set up a mandate using UPI for a monthly subscription. Approved the mandate, first payment went through, all went well. Except I guess the subscription was not actually associated with my email somehow. So no upgrade visible.

As I've mentioned above though, I got a refund of the amount already, thank you for that.

Note: my credit card subscription began failing every few months after the central bank here (India) introduced a bunch of merchant rules regarding recurring payments. So if the UPI payment method works properly eventually, I'd like to use that for the subscription.

Fadyrizk

Hi all, hope all is well, I have subscribed to both plus and professional and my profile haven’t been upgraded yet, any suggestions please

Hannah

Hey @Fadyrizk, thanks for bringing this to our attention.

Did you upgrade your account through the Dropbox app on your mobile device (through iTunes/GooglePlay) or directly through our website?

Fady Rizk

Hi Hannah, thanks for your prompt response, I did it though the app, I actually did it with another email and the same thing happened, I ended up paying for more than 3 subscriptions without getting upgraded!

Jay

Hi @fady Rizk, as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

mnabilnuryassin

Hi,

I have subscribed to the Dropbox application on PlayStore for several months, but 1 month ago I forgot to pay for the subscription (subscription stopped for 1 month), then I paid for it this month. The payment was successful, I checked via email and it was confirmed that the payment was successful, I checked on the playstore subscription and the dropbox application is already active, but in playstore "Budget & Order History" there is still no history of my dropbox payments, and most importantly my Dropbox is still not upgraded be plus.
What do I have to do? I've been waiting 9 days but my dropbox app is still not upgraded

Nancy

Hey @mnabilnuryassin!

Did you also check your bank statement and the transaction seems to be complete there? Is it still in a pending state perhaps?

Do you have another Play Store account, by any chance, from which you upgraded your Dropbox account?

mnabilnuryassin

The financial application that I use is Gopay from Gojek, previously I topped up my Gopay balance first and then used it as a dropbox payment method, the Gopay transaction history was successful, and I checked Playstore -> "Payments and subscriptions" -> "Subscriptions" and there my dropbox was active and the next payment was February 1, 2023. However, on Playstore -> "Payments and subscriptions" -> "Budget and History" the dropbox payment history was not written (so I couldn't ask for a refund). I have another playstore account but I've made sure I'm not mistaken. Until now my dropbox status is still Basic.

Nancy

Thanks for checking, @mnabilnuryassin.

Do you happen to have any other Dropbox accounts linked to a different email address?

zorrobyte

How did you open a ticket?