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Payed for the subscription, didnt get the upgrade

MikSchreuder18

Hi there,

An hour ago i've purchased the Dropbox Plus subscription.

119,88 euro's are gone from my bank account, but I did nog recieve the Dropbox Plus update.

It still says that I have no storage and need to upgrade,

But I just did that and payed for it.

I have not recieved an email. And I have not received an invoice about my payment,

eventho I did pay 119,88 euro's for Dropbox Plus for a whole year.

What do I do now? Can I get my money back?

Greetings,

Mik Schreuder

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Hannah

Great, thanks @MikSchreuder18!

I just emailed you, so I'll see you there.

All comments

Jay

Hi @MikSchreuder18, thanks for bringing this to our attention.

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?

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

Any details you can provide would be great!

MikSchreuder18

Hi Jay,

Ik heb het gedaan op de app.

ik zie niks bij mijn facturen. heb ook geen email gehad.

er is wel 119,88 euro van mijn bankaccount af gegaan.

de kosten zijn naar Dropbox gegaan.

Groet,

Mik Schreuder

Jay

Is this via the Android or iOS app, as it does affect us on how to locate the purchase?

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Is dit via de Android- of iOS-app, omdat dit invloed heeft op hoe we de aankoop kunnen lokaliseren?

MikSchreuder18

iOS-app, ik heb een iphone

Jay

Thanks, could you try these steps to restore the purchase to your Dropbox account?

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Bedankt. Kun je deze stappen proberen om de aankoop te herstellen naar je Dropbox-account?

MikSchreuder18

Ik heb dat al gedaan. zegt dat ik dat niet kan doen. Lijkt erop alsof ie zegt dat ik de aankoop nooit heb gedaan.. hij zegt dan ook error als ik erop klik Hij zegt: "Kan aankopen niet terugzetten. De bewerking kan niet worden voltooid. (NSURLErrorDomain fout 409.)

MikSchreuder18

de BIC is: ADYBNL2A .. het geld is naar die bank gegaan, misschien is er daar iets mis gegaan? ik probeer nu al 3 uur antwoorden te krijgen. ik snap er niks van. 119,88 euro is een heel groot bedrag en ik heb er niks voor gekregen. Zit nu een beetje in de stress.. Sorry.

Jay

Thanks for the info, you'll need to cancel the subscription via iTunes themselves and then re-upgrade via the app, or the Dropbox site directly.

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Bedankt voor de info. Je moet het abonnement zelf via iTunes opzeggen en vervolgens opnieuw upgraden via de app of rechtstreeks via de Dropbox-site.

MikSchreuder18

i have not payed through itunes..

Jay

Okay, you mentioned you paid through the iOS app. If you didn't pay through iTunes, how exactly did you submit your payment details? Did you instead upgrade on the Dropbox site?

MikSchreuder18

Ive upgraded on the app on my phone. Ive paid with IDEAL, it send me to my bankaccount and I paid. the bic code is adybnl2a

ive googled and it says it's the adyen bank, which has very bad reviews..

Hannah

Thanks, @MikSchreuder18, can we actually send you an email, so we can investigate this further?

MikSchreuder18

Yes ofcourse.

[removed per the Dropbox Community Guidelines]

Hannah

Great, thanks @MikSchreuder18!

I just emailed you, so I'll see you there.

NadT

Hi Hannah,

I have the same problem, Storage should be 3 TB since 26 August.
Can you please help? I do not want to loose photos which have already been uploaded.

Kind regards,
Nadine

Megan

Hi @NadT, how are you today?

Is it possible that you upgraded a different account than the one you're looking at?

Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?

If you upgraded through us, you can try using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge.

Keep me posted!

NadT

Hi Megan,

Thank you for the swift response!
I upgraded using the Dropbox App. I use Google pay to make the monthly payments automatically.

Thank you for your help!

Kind regards,

Nadine

NadT

P.s. I am certain I upgraded this account because I can see it in my Dropbox app it is telling me I have 3 TB storage for the Abo but in the Overview and Emails it is reminding me to upgrade because it seems to be only 2 TB.

Nancy

Hey @NadT, sorry for jumping in. To clarify, are you seeing anything like Google Play when checking your Dropbox payment in your bank statement?

Does your transaction appear to be complete or is it in pending state still?

NadT

Hi Nancy,

It shows as "Dropbox payment" on my PayPal account, can you check if you received the payment (26 August)?

NadT

In the Dropbox App it says payment method "Google play" and in Google play I have my PayPal account.

NadT

It is a bit confusing: in Dropbox app it says "Dropbox Plus" on the landing page and then if I click on Abo it says "you current Abo professional"

Megan

Hey @NadT!

Would you be able to send me a couple of screenshots from the app where it says "Dropbox Plus" and then "Dropbox Professional" too?

Also, when you visit your plan page right here, what do you see in terms of your account's usage?

NadT

Hi Megan,
Can I sent the screenshot in an email? Can you write to me and I will reply?
When I click on here (the link you sent) it is telling me I only have Google plus purchase over Google...

Megan

Sure thing @NadT!

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

selectcreatives

Hey @Megan I'm having the same issue with my account. I upgraded my Dropbox Plus to Dropbox Essentials but it still says I'm on Plus. I upgraded through the Dropbox App itself on the manage plan tab. I even paid the $22 for it and the subscription is already showing itself as active on my Apple ID Subscription page. Nothing has shown up on my bank account yet, and it's been an hour since I made the purchase. How should I proceed?

Nancy

Hope you don’t mind me jump in, @selectcreatives! When saying you upgraded via the Dropbox app itself, do you mean the Dropbox mobile app? I’m asking because, if it’s the latter, then Apple may be handling your payments instead.

Does the transaction appear as complete, if you check your bank statement now? Did you receive any emails from Dropbox confirming the upgrade?

Do you see the same Dropbox account online and on your mobile app? I'm wondering if you could be having two separate Dropbox accounts and the second account has been upgraded instead.

selectcreatives

Hey @Nancy thank you for the response. I upgraded via the Dropbox app downloaded from the Apple App Store. Nothing is showing up on my bank statement and I did not get any email from Dropbox stating that I upgraded.

The Apple ID subscription page says that I have an Essentials subscription with Dropbox, and within the Dropbox app itself it prohibits me from upgrading again saying that I’m already subscribed to Essentials, even though the main account page says that the account is still Dropbox Plus.

How should I proceed?

Jay

Hi @selectcreatives, could you try using these steps to restore the purchases on your account?

NadT

Hi Megan, the same issue came back again with 1 October. Please reopen the ticket with the advanced support again, they fixed it in September and now it shows again as full.

Kind regards Nadine