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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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kantzias

Dear @Hannah

On my billing info on my bank statement it doesn't have 12-digit alphanumeric code. The only think that is has is: Dropbox, db.tt/cchelp

PatrikRoos

Yes, of course, no problem!

Megan

Hi @kantzias & @PatrikRoos, I just sent you both an email, I'll see you there!

Cheers!

Marvz

I upgraded to a Dropbox Professional subscription today (via google play subscriptions). But the account is still Basic. I need this urgent for my work

Megan

Hi @Marvz, welcome abroad to our Community!

If l get this right, you upgraded your Dropbox account via the Google Play Store on your mobile device, but you still appear to be on Basic, right?

After buying this subscription, did you perhaps receive a receipt from Google confirming the purchase? Is it possible that you're paying for a different Dropbox account than the one you mainly use?

Let me know, and we’ll take it from there.

Marvz

I have the receipt on my email that connected to dropbox

Megan

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

Marvz

[email removed as per Community Guidelines]

Please i badly needed this

Megan

Hi @Marvz, I just sent you an email, I'll see you there!

fatinha

hello! I upgraded and I'm already paying more for more space, but the space hasn't increased. What should you do?

Megan

Hi @fatinha, welcome to our Community!

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 charges, you can also take a look here.

Keep me posted for any updates!

Tatiana

Hello. Paid for the subscription. A package for $ 11.99, as a result, $ 19.98 was debited. I received an email with a check for $ 11.99, but the worst thing is that the subscription has not been updated in the application itself and the application still asks me to subscribe. What was the money withdrawn from me for then????

Hannah

Hey @Tatiana, thanks for letting us know about this.

Did you upgrade your account using an Android or iOS device?

If it's an iOS one, can you follow the steps here, to restore your purchase and see if that helps?

connieg1

I upgraded my plan from basic to family in December 2022, I was charged but my plan hasn't been upgraded. How do I either cancel the subscription or upgrade my plan? I would like to visit with Dropbox but unfortunately since my account is still showing basic, I don't have that option.

Hannah

Sorry to see you're having this issue, @connieg1.

Can you let us know how you upgraded the account?

Was it directly through our website or through the Dropbox mobile app on your mobile device?

Joe hehe

i tried restoring in app purchases but got an error message

Hannah

Sorry to hear about this, @Joe hehe.

Can we send you an email, to investigate further?

Joe hehe

yes that would be awesome

Megan

Hey @Joe hehe, I just sent you an email, I'll see you there!

Paul Hudson

I have been paying for Dropbox plus but I still have Dropbox basic how can I upgrade

Rich

@Paul Hudson wrote:
I have been paying for Dropbox plus but I still have Dropbox basic how can I upgrade

You likely have two accounts. Use the credit card charge lookup tool to identify the account you're paying for.

amv67681

Hi I upgraded my storage and I still can't backup or do anything please help

Hannah

Hey @amv67681, do you mean that you upgraded your account, but it still has the space of the free Basic one?

How did you make the upgrade, please? Did you use our website and pay with your credit card or did you use the Dropbox app and pay with iTunes/Google Play?

Kim Davies

Hi i have paid £95.88 to be able to pick up colleague shared file , however it is still saying i have no spare , but i paid by mastercard on 4th July

Rich

@Kim Davies wrote:
Hi i have paid £95.88 to be able to pick up colleague shared file , however it is still saying i have no spare , but i paid by mastercard on 4th July

Check your Plan page. What plan does it show you on? If it says Basic, that is the free plan and you've either not upgraded the account, or you've accidentally upgraded the wrong account/started a new account. If that's the case, use the credit card charge lookup tool to identify the account you're being charged for.

Lindapeace

I just realised that I have been paying for plus for 3 years and am still on basic. I see other people have had this problem.
I would ideally like to be refunded as I never received the product.

Megan

Hi @Lindapeace, welcome to our Community!

Can you please let us know if you upgraded your account through our website directly or if it was via the app store on a mobile device?

Do you happen to have another Dropbox account, associated with another email address of yours perhaps?

Can you try our self served look up tool to identify the email address that's associated with the charge you mentioned, and then access it in order to contact Support, and ask for a refund?

Keep me posted!

Carde

I paid for my wife for one year. The payment just vanished in your accounts- we got nothing. How do you do with paymens not adressed to the user?

Hannah

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

How did you upgrade the account? Was it directly through the Dropbox site or from the Dropbox app on your mobile device (billed through iTunes/Google Play)?

If you did it directly from our site, can you use this page to locate the email address of the account associated with the payment?

Karl58

My account shows a storage base of 2 GB. It should be 2000 because on Jan. 2nd my credit card has been debited with the amount of EUR 119,88.