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Subscription paid but not recognised

I paid for one year’s subscription of Dropbox Plus on 27 May through Apple Pay (but my card was only charged on 31 May). I saw on my Dropbox account that it has been upgraded, with a pop-up message that the annual review will be on 27 May 2024. I also got a receipt from Apple.

However, I received an email from Dropbox saying that my free trial has expired and the usage has been exceeded.

I tried to request help on billing or to get customer support on the app but it kept going in circles. I am getting frustrated.

I don’t want to lose the files or to pay again. What can I do?

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Accepted answers

Megan

Hi @YL gmail, let's see what we can find on this!

When you visit your plan page here, which subscription do you see there?

Also, can you please clarify if you have two Dropbox accounts linked to two different emails? Since you're using an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

Let me know more!

All comments

Megan

Hi @YL gmail, let's see what we can find on this!

When you visit your plan page here, which subscription do you see there?

YL gmail

Hi Megan,

Thanks! I tapped “restore purchase” under my account settings and the subscription paid appears again.

I wonder why this needs to be done. How come the purchased subscription disappeared?

I am concerned whether I will be charged again - hope not.

Thanks again!

YL gmail

Hang on, I returned to my Dropbox app just now and saw that the paid subscription has disappeared again!! How can that happen? Can Dropbox team do something to fix this?

I then went to my account settings and tapped “restore purchase” again. My subscription appears again but having to do this is annoying. Btw, I received an email from Dropbox confirming receipt of payment after I did “restore purchase” the first time. How can the subscription disappeared after that? Could the Dropbox team really look into this? I’ve seen posts with similar problems in the past but this is still happening. Please fix it.

Megan

No worries, @YL gmail!

I just sent you an email, in order for us to have a closer look into this!

GTMS2005

I recently upgraded from my basic Dropbox account to a larger capacity account on February 26, 2023. I needed to upload a large file and still on a 2GB plan. I went to contact Dropbox support and determined it was necessary to have a paid account to initiate a support ticket. Quickly determined that Dropbox had nothing in place to submit a trouble ticket for a situation like this. This is really bad for customers that come across a problem like this. I am extremely frustrated!!!! I need some form of direction to resolve this.

GTMS2005

Hello everyone - I noticed an option to have an email sent when someone replies. Upon adding my initial username, I did not notice an option to add an email address. I could not find an option in My profile or My settings.

Walter

Hi there @GTMS2005, sorry to hear you're having issues with this.

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

If you'd like to reach out to our support team about this, you can do it through this form. Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.

If you end up doing this and get a ticket from our system, you can share its number with us so that we can look it up in our as well.

Keep us posted anyhow!

GTMS2005

Hello,

I was restoring an application that utilizes a file stored on my Dropbox account and also adding a second desktop PC to my 2GB Dropbox account. The Dropbox system sent a notification that device connections were exceeded, and an upgrade was required. Though I do have an Android phone as a Dropbox device, I do not remember making a purchase through my Play Store account. I also did not receive a confirmation email after making the purchase in February 2023.

Thank you.

Hannah

Hey @GTMS2005, to make sure I understand correctly, you have paid for a Dropbox subscription, but your account still appears as a Dropbox Basic account with 2 GB, right?

If you look up the payment info here, does it bring up the same email address and the one you're using to login to your current Dropbox account?

Carde

I purchased for my wife Liisa Dropbox for one year, Eur 119.88€. The payment from Norwegian Bank card the 6/13./2023. The next week she got a note that Dropbox was full. I checked, and it absolutely was not after the purchase.

Message: [removed]Dropbox db.tt/cchelp IE 13.06.2023Computer network services EUR119,88

The filing number at Norwegian Bank [removed]

NOW. What to do? This does not ruin my economy, but if this case remains unsolved, all my family abstinate from using Dropbox, for forever. In this way the loss becomes a bit easier to suffer.

Can anyone, PLEASE, solve this mystery?

Carde

[removed]

[personal/sensitive information removed per the Dropbox Community Guidelines]

Carde

Basic

Ihave one of my own; my wife has hers, and we do not mix

Hannah

Hey @Carde, thanks for reaching out to the Dropbox Community.

It sounds like the upgrade was perhaps made for a different account than the one your wife uses regularly.

If you look up the billing info here, does the email you find match the one your wife uses for her account?

Nygreekrican

I pay monthly but not recognized. And can't contact support.

Carde

I have lost my my hope that this mystery will be solved. I only paid my wife's bill, she only has one email she uses.
Money lost - OK, and goodbye Dropbox.

Megan

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

Nygreekrican

Yes, please

Nancy

Hey @Nygreekrican! I was about to log a ticket for you, but I can see you already have one open with our support team, and one of our agents has messaged you.

Please reply back to them, when you can.

Carde

Look, I worked as a bank manager odd 20 years. IF THERE WAS A ONE CENT ERROR in book keeping we looked after it till we found it. Now Dropbox can loose 118 euros just neglecting

Carde

Sure you can! Go ahead.

Megan

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

Trudi

It says, Using 4.6 GB of 2 TB but I still can't get to things and it will not allow me to download anything. saying I am out of storage

Megan

Hi @Trudi, thanks for posting here today!

When you say that it won't allow you to download anything, can you clarify which platform you're talking about?

I'm asking, because you should be able to download content from the web, even if your account is full.

With that being said, can you also check your account's plan page, and let me know what you find there?

Thanks a bunch!

Chatsphotog

I have an annual subscription through Apple App Store.

Saw many others here have similar issue. Tried the recommended fix to delete app, reinstall and restore purchase. I get an error message - attached. Please help!

Hannah

Hi there, @Chatsphotog, thanks for bringing this to our attention.

Since that's the case, can we send you an email, so we can take a closer look at this?

Chatsphotog

Thanks Hannah please email me.

Chatsphotog

@hannah

Megan

Hey @Chatsphotog, I just reached out via email, and I'll be happy to see you there.

Thanks!