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I paid for the annual Plus subscription through Apple but my account is on the Basic plan

jwsm20

Hi,

On April 9th i renewed my Dropbox Plus through Apple and I have still not be credited and I have been downgraded to basic/free account.

I have tried to find an email address to contact support or anybody else but there is not one link anywhere on Dropbox.com. All I have found is an endless loop of unhelpful articles. I don't even know where to lodge a support ticket. The only way I was able to have human interaction was to click the chat window for "sales" and then was told that they couldn't help and they took my name and number, said somebody would conatc me and directed back to the support page which has no answers. That was over a month ago and no contact has been made with me. I tried that "sales" chat window again today, and they said exactly the same thing "took my name and number, said somebody would conatc me and directed back to the support page"

I have contacted Apple and they have verified that I paid on April 9th. I have both the receipt from Apple and also an email that they sent me today to verify once again the payment has been made.

I am now 3 months into my Dropbox Plus 12 months subscription and I am still a basic/free member.

Now that we here in Australia, are moving out of the COVID crisis and my clients are slowly coming out of hibernation I need my full access back and but more importantly, I need to receive the service that I paid for.

Please can somebody provide me with an email address so I can contact a human being to rectify my subscription issue.

cheers

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Accepted answers

Walter

Hi @jwsm20; welcome to the Dropbox Community and happy Monday!

As a first step here, could you try to restore your purchase from the Dropbox app on your Apple device?

In order to do so, please follow the below steps:

1. In your Dropbox app, tap Account (or Personal if you have paired accounts).

2. Tap on the gear icon at the top of your screen to access your settings.

3. Tap on "Restore purchases".

This should activate your last upgrade.However, if you can't see "Restore purchase" this means that your app isn't up to date and you'll need to update your Dropbox app from the App Store on your device and try again.

I hope this information helps and please let me know if you still can't see your upgrade after this.

Thanks!

All comments

Walter

Hi @jwsm20; welcome to the Dropbox Community and happy Monday!

As a first step here, could you try to restore your purchase from the Dropbox app on your Apple device?

In order to do so, please follow the below steps:

1. In your Dropbox app, tap Account (or Personal if you have paired accounts).

2. Tap on the gear icon at the top of your screen to access your settings.

3. Tap on "Restore purchases".

I hope this information helps and please let me know if you still can't see your upgrade after this.

Thanks!

jwsm20

Hi Walter,

Thank you ever so much. Your solution worked.

However, why isn't this documented in the support area and if it is, why isn't it easeir to find ?

But...I do thank you for your help.

Walter

Glad to hear this worked @jwsm20.

Truth is that there are many quick fixes and workarounds offered here on our Community that aren't documented in our Help Center articles as this would probably make them deviate from their original context.

That said, thanks for the feedback on this and I'll see if there's a way to include this in our Help Center for future reference.

Let me know if you have any more questions!

Tboyistre34

Im having same issue..but i dont see anything in the setting....please help

Walter

Hi @Tboyistre34; thanks for using Dropbox and welcome to our Community!

I'm sorry to ask, but can you please elaborate on the issue you're having and send me a screenshot of where you get stuck so I can advise further?

Thanks!

Tboyistre34

I updated dropbox..amd my avatar still shows basic..but my vault shows plus..how can i send a screen shot

jwsm20

Hi @Tboyistre34

Have you tried to restore your purchase from the Dropbox app on your iphone? This worked for me.

Tboyistre34

How would i do this with google play android..restore my purchase..because everytime i try to upgrade it says ive already upgraded and now im at a stand still

jwsm20

Sorry, I have an iPhone.

But maybe follow the suggestions below. Apart from that, I don't know how to help.

Hi @jwsm20; welcome to the Dropbox Community and happy Monday!

As a first step here, could you try to restore your purchase from the Dropbox app on your Apple device?

In order to do so, please follow the below steps:

1. In your Dropbox app, tap Account (or Personal if you have paired accounts).
2. Tap on the gear icon at the top of your screen to access your settings.
3. Tap on "Restore purchases".

I hope this information helps and please let me know if you still can't see your upgrade after this.

Daphne

Hey @Tboyistre34, could you let us know what shows on your Plan page here?

Also, you can attach a screenshot in your reply here with the "Photos" button along the top of the reply box. Otherwise, you can send us a shared link to the screenshot.

Keep us posted!

Quintav

I purchased a Plus subscription thru Apple and had not really used it much. Now I want to move files there and the account says it is basic and I need more space. It auto-renewed January 6th. Help!

Megan

Hi @Quintav, let's see what we can find on this!

It sounds like it's possible for you to have two Dropbox accounts, one basic one and one linked to Apple.

Could that be the case?

Can you check your emails to see if you can find an inbox from Apple stating the email address of the upgraded account?

Let me know!

Aurora69

I upgraded to plus today never received upgrade or free trial via the Dropbox app on apple store paid through PayPal don’t have a 12 digit trans number. It seems to be a common issue and has been going on for months or more.

Don’t offer free trials to previous customers then dupe them into paying £9.99 then to rub salt in the wounds you don’t even give them what they were charged for!

Hannah

Hey @Aurora69, thanks for bringing this to our attention.

I moved your post to this thread, as this looks like a similar issue.

Can you please try the steps in the accepted solution by my colleague Walter, to see if they help?

Aurora69

Transaction ID1KL23417JN9834251

my PayPal transaction ID

I Still haven’t got the upgrade I have been charged £9.99 restore purchases doesn’t work there’s an error 409 when I do it.

can someone help

Megan

Hey there, @Aurora69!

I just sent you an email in order for us to look into this together.

Cheers!