Hi there @realjun97, sorry to hear you're having issues with this.
Do you happen to have another Dropbox account, associated with another email address of yours perhaps?
Also, did you upgrade through the website directly or via the app store on a mobile device in the first place?
Keep us posted!
Other accounts include [removed per the Community's Guidelines] . The upgrade is being subscribed through the mobile device app store.
Did you log into the other account to see if you can find your upgrade there @realjun97? Was the upgrade completed through an iOS device or an Android one?
Did you receive an email with the receipt of your purchase by any chance?
I logged in to another account to find an upgrade. I upgraded through iOS. Payment is being made according to subscription, but i don't accept the receipt through that email.
Could you maybe try to restore your purchases as outlined here and let me know how it goes @realjun97?
Hey @realjun97, just to confirm, was the purchase successful? And did you eventually receive the purchase receipt email?
The purchase was made normally. And I requested to resend the purchase receipt and received it by email yesterday. For your information, the email account I received the receipt is [email removed as per Community Guidelines]
Hi @realjun97, if you try to access the Dropbox account under the email you mentioned, can you do it?
Also, if you can access it, can you clarify what the plan page of that account mentions?
@realjun97 wrote:I didn't understand what the plan page for the account means.
What plan does it show you as having on your Plan page?
Thanks for clarifying that for us @realjun97
It seems that both of your accounts are on the Basic plan. Do you happen to have another Dropbox account associated with a different email of yours perhaps?
Also, when did you upgrade your account in the first place?
Hey @realjun97, since your upgrade is being handled by the App Store, I’m afraid our support team won’t be able to see much on their end.
Can you please try to contact Apple about this, so that they can confirm the email address of the upgrade?
If that doesn’t work out though, let me know and we can log a ticket for you, as the next step.
You will need to speak to Apple Support via the Apple App Store help system. You can usually do that via iTunes.
Dropbox has no control, or access to, any payments or plan info for stuff via Apple Stores.
After contacting Apple Customer Center, we confirmed that the dropbox subscription and payment account is [removed per Community Guidelines] . In addition, after logging into dropbox with the account above, I pressed the upgrade button and it shows that I'm already subscribed. In the end, it's clear that the login account is currently subscribed for a fee, and after re-logging, all the existing data were deleted and the capacity was lowered to the basic version. Your company should give you a responsible answer on this part. In addition, please let me know the email address where I can directly consult e-mail other than this community.
Hey @yoon jun, if you’d like to log a ticket with our support team instead, please open another browser on your computer, and go to this page.
Hey @yoon jun, are you having trouble submitting a help request to our support team?
What you need to do is open a browser that is not logged in to any Dropbox account or even better, use an incognito/private browsing window.
Then, go to this page and in the "I want to look up information related to" section, choose "other".
Then, type in an email address you can access, then select your payment details, describe your issue in the "other details" box and then submit your request.
I hope this helps!
