I’ve had premium account for years through Apple. Received messages from DropBox saying they hadn’t received payment even though I could see payment on my side, as could Apple. Now my acct has been downgraded. Received email from DropBox to upgrade. Clicked on link, signed in entered cc#. Said couldn’t connect to my account refresh screen or contact customer support. I need help with this.

Additional information: I requested refund from Apple for the payments I made and DropBox didn’t receive so I could pay directly to DropBox. I can see my account but it will not allow me to upgrade through DropBox. I need access to my files

Below is message I received. What now???Unable to upgradeIt looks like you're paying for another Dropbox account with this Apple ID.You're unable to upgrade in the app at this time, but visit dropbox.com/support for more help.

Hi there Bgd1 - sorry t o hear you're having issues with this. Could you clarify if you're trying to upgrade your account through the app store on a mobile device or if through the website directly? A screenshot of the exact error would be much appreciated!

I don’t see an option to attach a screenshot

I’m trying to upgrade through the website link provided in email from Dropbox

Account won’t upgrade | The Dropbox Community

21 Replies

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Bgd1
New member | Level 2
2 years ago
Additional information: I requested refund from Apple for the payments I made and DropBox didn’t receive so I could pay directly to DropBox. I can see my account but it will not allow me to upgrade through DropBox. I need access to my files
Bgd1
New member | Level 2
2 years ago
Below is message I received. What now???

Unable to upgrade
It looks like you're paying for another Dropbox account with this Apple ID.
You're unable to upgrade in the app at this time, but visit dropbox.com/
support for more help.
Walter
Dropbox Community Moderator
2 years ago
Hi there Bgd1 - sorry t o hear you're having issues with this.

Could you clarify if you're trying to upgrade your account through the app store on a mobile device or if through the website directly?

A screenshot of the exact error would be much appreciated!
Bgd1
New member | Level 2
2 years ago
I don’t see an option to attach a screenshot
Bgd1
New member | Level 2
2 years ago
I’m trying to upgrade through the website link provided in email from Dropbox
Walter
Dropbox Community Moderator
2 years ago
I see, thanks for clarifying this for us Bgd1 - would it be OK if we sent you an email to have a further look internally?
Bgd1
New member | Level 2
2 years ago
That would be great!
Megan
Dropbox Community Moderator
2 years ago
Hey there, Bgd1!

I just sent you an email, and I'll be happy to see you there, cheers!
jpg2esq
Explorer | Level 3
2 years ago
I cannot upgrade either I am out of space and need this fixed asap. I cant upgrade on the website at all
Megan
Dropbox Community Moderator
2 years ago
Hi jpg2esq, welcome to our Community!

Would you be able to share some additional info with us, please?

Do you face the same issue as the OP mentioned, or a different one?

Also, do you try to upgrade directly using the Dropbox website, or through Apple/Google?

Let me know more!