Child Item

My Dropbox Professional free trial hasn't begun?

Dropbox Plan
Professional
Payment Method
Credit card
How did you upgrade?
Directly through the Dropbox website

Question or Issue
Hi, I purchased a Professional plan, entered my card details to receive the 30 day free trial. Shortly after purchasing I cancelled the plan, however I was expecting my trial to last until the end of the cycle (30 days) but it still says I have a basic plan.

In my inbox, the only relevant emails I received from Dropbox were to: 1 Verify my email, and 2: Dropbox professional trial cancelled.

I didnt receive am email upon account creation (not sure if thats usually the case) and I didnt receive a confirmation email upon Trial beginning, only after cancellation. Billing info on my account shows the Card used when starting the trial. Im also unable to start a new trial as it says my account is ineligible.

Just wondering if anyone has had a similar experience or if there's any solution available. I havent been charged but Im pretty sure I should still be listed as having a professional trial, despite cancelling on the day of beginning the free trial as listed on the billing articles.

Thank you,

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Accepted answers

Joeyandy

Thanks for your reply. I've actually just tried to recreate cancelling my trial on another account and it seems to immediately bring me back to Dropbox basic, not what was shown on the initial billing page before upgrading to Pro and also in the Support pages. It makes sense now, but it is very odd this is not mentioned anywhere when entering the free trial.

All comments

Jay

Hi @Joeyandy, thanks for contacting us.

Are you able to see any trial on the payments page when logged into your Dropbox account?

This will help me to assist further!

Joeyandy

Hey thanks for the reply, and when I click that link it takes me to the Billing page and just shows my 'Payment method' and lists my card details. Everywhere else asks me to Click to upgrade as if my free trial is not active. Thanks

Hannah

Hey @Joeyandy, thanks for the update.

Have you tried reaching out to our support team about this?

To do so, open a private browsing window on your browser and go to this page.

From there (without logging in to your account) you can describe your issue and submit your request.

Once you do, please send us your ticket number, so we can check out the communication on our end as well.

Thanks!

Joeyandy

RabattDigga-de

Looks like Dropbox treated your cancellation as an instant end to the trial instead of letting it run the full 30 days, which unfortunately happens sometimes.