Upgrade plan not reflected

I have paid to upgrade my account from basic to professional. Immediately after processing my payment, there was an "upgrade error" message. There is no way to submit a ticket or get this resolved without having to come to this community which is ridiculous. Please help resolve this issue quickly I would hate to have to boycott drop box I've been using this service for years.

Hey @Najiee , sorry to see you're having trouble.

Did you try to upgrade your account directly through our website or from the app on your phone?

Also, have you received any charges for this, to clarify if the charge went through? I am asking, since the payment might have failed, due to the error message you mentioned.

Keep me posted, and we'll take it from there!

I paid through the app and yes the payment was processed

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

I updated and upgraded my storage limit and for some reason the app keeps saying to contact support there’s an issue?? Anyone know how to troubleshoot this.

Hi! I am having the exact same issue here if you could help as well as I need to use the account for work!

Walter

Hey @Lisarose, sorry to hear about this.

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?

Hi Walter!

I did it via the App and through Apple which the payment goes through and then it says there’s an issue to contact support directly.

Yes. It's the same email associated with this account

Walter

Thank you both for your updates @Lisarose & @Najiee - much appreciated!

Can you please try restoring your purchases as outlined here and let us know how it goes?

If the issue persists, would it be OK with you if we reach out via email to investigate further?

Yes! My email is lisarose@mutualsagency.com

The link you provided will not work for me please send via email if possible. Thanks so much!

Already tried that. Didn't work just email me so we can resolve this. [personal information removed per the Community's Guidelines]

Walter

Thanks for giving that a go for me @Lisarose & @Najiee

I've just sent you both an email to have a further look internally, so please have a look at your email's inbox and we'll take it from there.

StefanM

I have the same issue. Upgraded via Apple Store from Dropbox Plus to Family and it still shows my DropBox plus subscription. I did receive the Apple payment receipt but can’t invite family members or even see the change in Plan in the app. Under my AppleID’s subscription the Family plan shows though as subscribed for a year

Hi @StefanM, sorry to see you're having trouble with this.

Have you tried to restore your purchase as outlined in this article?

If that didn't help, can we send you an email, so we can investigate further?

Let me know!

StefanM

Hi Megan, I did try to restore the subscription as per the link. It didn’t change the outcome unfortunately. If we can switch to email that be great

StefanM

Please use removed