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Sorry you aren't eligible for this experience

Hi I have a Dropbox Plus 2T account and have run out of memory space. I have been trying to upgrade to 3T for days but unfortunately every time I click on the upgrade tab it says 'Sorry you aren't eligible for this experience'. There is no billing issues or anything like that so I am at a loss?

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rodders999

Thank you all for your responses. The issue was that I had paid for a 12 month drive backup feature. It was incompatible with all of the plans they were offering so it wouldn't go through. I had to call phone support for them to cancel it immediately as doing it from the site would have incurred a 2 week waiting period because of how they bill. Once they cancelled it.... It worked fine.

All comments

Mark

Do you currently pay via an App Store? If so you need to upgrade via there

rodders999

No I pay by credit card direct.

Megan

Hey there, @rodders999, how are you today?

Can you check the plan page right here, and let me know the subscription you're using?

Feel free to also try to upgrade, using a different browser. If you get the same error, please take a screenshot and send it my way.

Keep me posted!

Xeri

So I have Dropbox Plus, and have had it for years. I'm running low on space, so I want to upgrade to Dropbox Professional. When clicking on the notification that said I'm running out, I arrived at the following page.

https://www.dropbox.com/business/plans-comparison

When I click on the upgrade to pro option, I arrive at the following page.

https://www.dropbox.com/account/plan

When the second URL first loads, I get the red message in the following screenshot.

Rinse and repeat. This forms an infinite loop of eternal futility. Help would be appreciated, because it's incredibly obnoxious.

Mark

Hi @Xeri

You havent got your original subscription via an App store have you?

Xeri

No. I made the subscription long before I had the app.

Hannah

Hey @Xeri, can you let me know if you're trying to upgrade to a paid Dropbox Professional subscription, or were you going for the trial first?

And have you tried doing this through a different browser, to see if that helps?

rodders999

Xeri

I already have DB+, so I tried to just upgrade to the paid pro plan outright. I normally used Chrome, and I just tried it in Microsoft Edge. Same loop.

Edit: You also seem to have merged my thread with the other guy's thread. His problem has already been solved, but mine hasn't. So please take away the "solved" mark that you see with the thread link in the board. It's disingenuous and misleading, and it will likely end up in a situation where no one competent actually comes to help me, should the people already on this thread not be able to solve it for me.

Walter

Hey @Xeri, sorry to jump in here, but do you happen to have purchased the extended version history add-on that's available to Plus users at the moment?

If so, that's most likely the reason why you're unable to upgrade to the Professional plan.

Let me know if that's not the case!

Xeri

I did have it, so I just tried to cancel, but ran into an issue: it won't let me cancel right away. I can schedule the cancellation, but it won't go through until my renewal date. The issue with this is that this forces me to wait until the renewal date to actually remove it, and that requires me to wait until renewal to upgrade, and since upgrading necessarily happens after, I would essentially be charged twice in one month, once for each plan (so, $35 USD: once for plus and one for pro). If I could remove the extension and upgrade right now, then this would not happen and I would save myself $15. I doubt I need to explain why I have a problem with all this. It's basic math.

Megan

Hi @Xeri, how are you today?

Would it be okay for me to send you an email, in order for us to have a closer look into this?

Let me know!

Scott Graham

I am trying to upgrade my account from a legacy (very old) "Dropbox Plus 2GB" to a new "Professional for Individuals".

I have gone through various hoops with support, explaining in detail how I am trying to upgrade, then sending a screen video of me actually trying to upgrade, but every time I get a message saying "Can't Upgrade", no reason, just won't work.

Support have been awful, I now can't get any response, so seeing if anyone out there can help?

Cheers

Scott

rjmassey

I had a similar experience trying to go the other way. Still haven't managed it, but dropbox put me on a free temporary subscription while they tried to sort it out.

Megan

Hi @Scott Graham & @rjmassey, happy Thursday!

You mentioned you've contacted our Support in regards to this. Would you be able to send me the ticket number in question, in order for me to locate it on our system?

Thank you so much! Keep me posted.

Melou

I am going in circles with this - two long and useless 'live chats' who eventually told me to contact support. Have sent them 3 messages so far as there hasn't been anyone available to chat 'live'.

Please could you tell me where you found the phone number ?

So angry as have wasted so much time.

Xeri

@Megan

Sure, send the email. I sure hope it's better than the "help" other people in this thread have receive.

Hannah

Hey @Melou, sorry to see you're having trouble.

Are you having issues upgrading your account to a specific plan as well? And do you also have extended version history enabled?

I've just sent you an email, @Xeri, so make sure to get back to me when you get a chance.

Melou

Hi Hannah

Do you work for Dropbox ?

Hannah

Hi @Melou, I am a moderator here on the Dropbox Community.

Let me know if you're still having an issue!

rodders999

No I pay direct

Melou

yes - wasted more of my life trying to sort it out again today, despite being told by the support that I could now upgrade.

Would be very grateful if you could finally help

Ticket #17256715

Jay

Hi @Melou, thanks for the ticket ID, I can see that a specialist has assisted you on this matter. If you require any further assistance, please let us know.

Alejandro A Diaz

Think someone has access to my drop box if I don’t accept cookies I won’t let me my own Dropbox

Jay

Hi @Alejandro A Diaz, could you clarify what you're experiencing?

Cookies wouldn't affect your navigation or usage of the Dropbox site in general.