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New payment after changing Apple ID country is not recognized, so my account is downgraded to Basic

Hello all,

I have a problem with my Dropbox Plus subscription purchased via Apple App store. I'm originally from Russia, my Dropbox Plus subscription was purchased using my Russian Apple ID. However I'm no longer live in Russia for 10 years, but I was still using my Russian Apple ID with my Russian bank card. Due to recent restrictions applied by VISA and Mastercard my Russian bank card as current payment method for Dropbox Plus subscription in Apple App store was denied/no longer valid. It was not possible for me to update my payment method and add any other country's bank card (bank country and Apple ID country should match) . So I decided to change my Apple ID country to my current residence country which is Spain. I successfully changed it and after that I paid 1 year subscription for Dropbox Plus in Apple App store using my Spanish bank card. The payment was done successfully, I have an email from Apple App store regarding that and I can see my Dropbox Plus valid yearly subscription in iTunes app. However today my Dropbox account became limited to Basic due to "ended subscription". Apple ID email and Dropbox account email are the same. Could you please help me? how can I resolve this issue?

Many thanks

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Accepted answers

Jay

Hi @pasharinho, thanks for providing these details.

Since it sounds like your iTunes account is now associated with a Spanish card, the upgrade should've gone through successfully.

Could you check your payments page to see if it appears there?

Keep me updated with any progress!

All comments

Jay

Hi @pasharinho, thanks for providing these details.

Since it sounds like your iTunes account is now associated with a Spanish card, the upgrade should've gone through successfully.

Could you check your payments page to see if it appears there?

Keep me updated with any progress!

pasharinho

Hi @Jay

Thanks for your reply. For few days my account was in Basic mode and I was not able to see my last payment on my payments page, as you suggested. All my apps (desktop and mobile) became Basic as well. But today my account got unlocked. The issue is resolved.

Jay

Glad to hear it's resolved now, @pasharinho!

If you need any further assistance in future, please let me know. Enjoy your week!

banusanar

I have the same issue as @pasharinho. I was using an India Region Apple ID and had to convert that to a US region. I have the receipt of the Dropbox yearly subscription purchased through the US Region Apple store. But today my account was downgraded to Basic. How to I get it restored?

Thanks
-Banu

Nancy

Hey @banusanar, can you clarify when you purchased your Dropbox plan exactly?

Are you able to access the page Jay linked above, and if yes, what do you see there?

banusanar

I purchased it 3 days ago. And the billing receipt from App Store explicitly states "Dropbox Plus - Annual (Yearly) Renews Aug 13, 2025"
I cannot access the billing page though.
Thanks, Banu

Megan

Hey @banusanar, let me jump in here too!

It might sound trivial, but have you made sure that you upgraded the correct Dropbox account?

If you paid via the mobile app, you might've been able to restore the purchase using the steps in this link, can you give it a go?

banusanar

Thanks @Megan. The Restore purchases button did the trick. 🙂
We had over 10 devices that are heavily dependent on Dropbox. So I had to do the "Restore purchase" on the device which uses the apple id == to the dropbox id.

Megan

Amazing news @banusanar!

Happy to see that everything is back on track. Have a lovely weekend ahead,enjoy! 😉

dlww

Same issue here as @pasharinho. I was using an Australian card linked to an Australian apple id before moving to the US. Now I changed it to a US bank card for the subscription through the US Region Apple store with a new apple id. The purchase was successful and I have the receipt of the monthly subscription. But somehow my account was downgraded to Basic today. I tried the methods mentioned above but didn't see anything in the billing page or the icon of restore purchase in the updated app (the previous dropbox app has been replaced by the one redownloaded from the us region app store). Is there anything to do?

Thanks,

dan

Megan

Hi @dlww, thanks for posting here!

Have you tried to contact Dropbox Support directly for this?

You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!