I paid to upgrade my subscription but the account hasn’t been upgraded after taking the money. I tried to restore my purchase but just get an error code 409
Thanks for clarifying that for me, Mohamad.
Can you try our self served look up tool to identify the email address that's associated with the charge you mentioned?
Is it an exact match with the one you see in your account's settings online?
Hi there @clairegardens, sorry to jump in, but could you check if there are any pending updates for your device's OS and the Dropbox mobile app as well in your app store?
If so, you could try updating them and restore your purchases anew.
If you still get an error, please let us know and we'll reach out via email to investigate further.
Thanks for the quick reply, Claire.
I've just followed up via email, so please have a look at your inbox and we'll take it from there.
also me paid for my account but not upbred
Hi @mohamad alhindi, have you followed the steps Walter provided above, in order to check if there's another Dropbox account behind this charge?
Yes, I did, but what I can't understand is that I'm not the only one with whom I got this problem. now what? And can I cancel the subscription so that it does not re-subscribe?
@mohamad alhindi, is it OK if we log a ticket for you, in order to check this further?
@clairegardens, can you please follow these steps, and let me know if they resolve the issue for you?
Hi @clairegardens, what error, if any, do you get when trying the steps my colleague @Nancy suggested?
Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?
Hey @mohamad alhindi, I just sent you an email, so we can look into your issue internally.
And @clairegardens, I can see that my colleague Walter sent you an email about your issue the other day, which was sent to our specialists.
Have you taken a look at the email, to see the info they provided?
Is there anyone help me or what? Can I get my money back
so now what???????????????????????
Hi @mohamad alhindi, I can see that my colleague, Hannah sent you an email in order for you to investigate closely there.
Have you responded back to her?
i payed for a years dropox in january it is not there mr michael flynn
Hi @mickflynn, how are you today?
You mentioned that you upgraded, but the account doesn't reflect that. Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails?
If you have the transaction ID that is linked to your charge, I suggest that you use our self-serve look-up tool in order to see which Dropbox account it links to.
Keep me posted for any updates!
Hey @Gustavthapper, sorry to see you're having trouble upgrading your account.
How did you upgrade it exactly?
Was it directly from our website or from the Dropbox app on your phone (billed through iTunes/Google Play)?
Thanks for the update, @Gustavthapper.
I assume you have an iOS device, right?
If you used the Dropbox app to upgrade the account, please open the app, tap on "account", then on the gear icon and then on "restore purchases" to see if that helps.
Hi @Gustavthapper, can I send you an email, in order for us to have a closer look into this?
