Free trial not working

Thanks for the details, as this is the case, you'd need to contact Apple for a refund of the payment made via their system.

Afterwards, you can re-upgrade on the correct account by ensuring it's signed into the mobile app, or by upgrading directly on the Dropbox site while signed into the account in question.

All comments

Hannah

Hey @Moslaz, thanks for reaching out to us about this.

Are you trying to opt in for the free trial through our website or the app on your phone?

Can you send me a screenshot of what you see when you try to opt in for the trial?

Just make sure you hide any personal info on the screenshot.

Thanks in advance!

I'm trying to get it through the app on my phone.

And the screenshots:
https://imgur.com/a/l8BkvDe

Hannah

Would you mind attaching the screenshots instead?

You can click on the "reply" button and right above the reply box, there should be a camera icon that will allow you to attach them to your next reply.

Laqnam

Hi, still the same person but I had to go on a different account since it wasn't letting me go on my computer.

Anyway, here are the images.

Hi @Laqnam, could you try restoring the purchases by following these steps to see if they help?

I think I see the problem now.

The purchase went to my first Dropbox account, the one that has my apple email attached to it. Whenever I click on 'Restore purchase' on the second account, it says 'Unable to Restore Purchases"

Will I just have to wait until the subscription ends on my first account in order to purchase it on my second?

Just for clarification, the Dropbox mobile app is showing another email address, and that account when you login on the site has the subscription associated with it?

Here it is.

To clarify, I forgot that my main account had my Gmail attached, not my icloud email. But the second account (protonmail) is where I want the subscription to go.

Thanks for the details, as this is the case, you'd need to contact Apple for a refund of the payment made via their system.

Afterwards, you can re-upgrade on the correct account by ensuring it's signed into the mobile app, or by upgrading directly on the Dropbox site while signed into the account in question.

I signed up for the 30 day free upgrade trial from Basic to Dropbox Plus but my account is still showing Basic.

Hello, Did you upgrade your account directly from the Dropbox website or via Google Play/iTunes?

From my Dropbox account iTunes

Can you double-check your iTunes account to ensure that the subscription has been properly activated? Look for any confirmation emails or receipts that indicate the upgrade was successful.

Yes, I received the email from Apple that the transaction had gone through, but my account on Dropbox is still showing Basic.

Mark

Have you made sure the account on the mobile device that you paid for is using the same email as the account you have on Dropbox?

Yes, same account.

Can you open your Dropbox app, tap on 'Account' then on the gear icon and then on 'restore purchases' to see if that helps?
By using the "Restore Purchase" button, the Dropbox app will communicate with iTunes to verify your previous purchase and upgrade your account to Dropbox Plus if it hasn't done so automatically. If successful, your account should reflect the upgraded status.

This is what happens

Well, if other people in the community couldn't help you in this issue, I suggest you to contact the Dropbox support.

I did that, no reply!

Rich

@lelpep wrote:
I did that, no reply!

How, and when?

Did you receive a ticket number when you contacted them? If so, reply with it here. Also, Dropbox Support does not work weekends so you'll need to wait until business hours for them to respond.