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I paid for an upgrade, but my account is still not upgraded

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

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Megan

Hi @Gustavthapper, I just sent you an email.

I'll see you there, cheers!

Gverm92

Apple Pay Chared me to upgrade my account. But it still says I have to upgrade. This happened when I tried to upgrade to the 11.99 one. And it never upgraded. So I canceled my subscription and was still charged, and then I just tried to upgrade to professional, and again it charged me, with the Apple notification saying I would be refunded the 11.99 I already paid and just be charged the 19.99, but my account still says basic. Please help. I’ve started using this for work and I have to upload hundreds of photos.

Hannah

Hey @Gverm92, thanks for bringing this to our attention.

Can you open the Dropbox app, and try to restore your purchases by following these steps?

Let me know how it goes.

Gverm92

Hannah,
When I do that I get an error message, “NSURLErrorDomain error 409”. I even have the confirmation email in my mail.

Nancy

Thanks for clarifying that, @Gverm92, and sorry for jumping in.

Have you perhaps opened a ticket about this with our support team, so that they can investigate this further? If so, feel free to send us your ticket number here.

neamtuumarius

I paid 11.99$ with my Visa card for my 30 days free trial (automatically) with 2TB upgrade cloud space. But I still am on free 2GB. How is this possible?! No email address from the dropbox support, that's not right

Hannah

Hey @neamtuumarius, sorry to hear about this.

Did you upgrade directly through our website or through the Dropbox app on your mobile device (billed through iTunes/Google Play)?

neamtuumarius

Directly through website from my laptop @Hannah

Nancy

Sorry for jumping in, @neamtuumarius.

Is it possible that you have another Dropbox account (linked to a different email address) that has been upgraded instead?

neamtuumarius

Is not possible
I have another account [email removed as per Community Guidelines] and this actual account [email removed as per Community Guidelines] but both are on free plan. The payment from 30 days free trial was did today.
If needed I have pdf payment details

Megan

Hi @neamtuumarius, have you tried using our self-serve look-up tool in order to possibly locate the Dropbox account behind this charge?

neamtuumarius

Account is definitely this one @Megan , I was logged in with the same user removed
I just need my 30 day free trial with 2TB to check if fits with my needs and refund that amount of money, 11.99€

Megan

Hi @neamtuumarius, can I send you an email, in order for us to have a closer look into this?

neamtuumarius

Yes please
[Removed as per Community Guidelines]
The bank has unlocked the transaction. I need to be sure that later Dropbox will not confirm this transaction to take back 11.99€.
Also how can I use 30 days free trial?

Jay

Hi @neamtuumarius, I've sent you an email, please could you reply to it when you get a chance!

PT Taps

Hi ,

I paid for yearly subscription but my account is still in basic.

Also i dont have a 12 digit transfer number I just have 4.

Can not get a hold of drop box.

can someone help please.

Hannah

Hey @PT Taps, thanks for bringing this to our attention.

Can you let us know how you upgraded your account?

Did you do it directly through our website and paid with your credit card, or through the mobile app and paid through iTunes/Google Play?

PT Taps

Hi Hannah,

I paid via website and with credit card.

PT Taps

Also, it was a new account I created and purchase an upgrade.

Hannah

Thanks for the reply, @PT Taps, that's very strange indeed.

Can we send you an email, so we can look into this?

PT Taps

Sure,

[removed per Community Guidelines]

Nancy

Hey @PT Taps! Hope it’s OK to jump in.

I just logged a ticket for you. When you have some spare time, please reply back to me and we’ll check this further.

Cheers.

xlimonade

Hello !

I bought Dropbox Plus but it didnt show that i have

but from my account money gone

and also i have in Subscriptions that i have a PLUS

but it agai show me that i need to buy PLUS

please help me to solve my problem

thanks

Hannah

Hey @xlimonade, did you upgrade directly from our website or from the Dropbox app on your phone (billed through iTunes/Google Play)?

And which plan do you see in the plan tab of your account settings here?

PatrikRoos

My plus plan got paused/downgraded to basic before I could pay it. I have now made payment and Google play shows it as active but I still get emails about me needing to upgrade. Is there a delay and if so, how long?

Hannah

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

Can we send you an email, so we can look into this more closely?

kantzias

I paid to upgrade my account to Plus a week ago. My bank statement shows that the money was taken from my account, but my Dropbox account still needs to be upgraded. I was looking for a phone number that can call Dropbox but I couldn't find any. The description on the statement of my bank account is: Dropbox, db.tt/cchelp. What can I do??

Hannah

Hey @kantzias, sorry to hear about this.

Was the account upgraded from our website (billed through a credit card) or from the Dropbox mobile app (billed through iTunes/Google Play)?

kantzias

Hi Hannah,

The account was upgraded from your website (billed through credit card)

Hannah

Hey @kantzias, thanks for the update here!

If you look up the billing info, through our lookup tool, does it bring up any results?