Forum Discussion

IanHolm's avatar
IanHolm
New member | Level 1
10 months ago

Apple App Store subscription upgrade not activating

Hi all,

I'm stuck between Apple customer support and the complete lack of customer support at Dropbox.

I've had a Dropbox Basic account for years and needed to upgrade to Professional (monthly) to get additional features. I did this upgrade through the Apple App Store as I can not do it through Dropbox.com since I first set up the Basic account through the iOS app.

However after several days of trying (and repeatedly trying the 'Restore purchases' feature in the Dropbox app account settings) I still am stuck with the Dropbox Basic subscription in my account.

I've reached out to Apple for help several times but they are only able to cancel the subscription and refund the money.

Do I have any other options other than delete the account and start again with a new account through Dropbox.com? (if this is the only option I will be deleting the account and leaving dropbox for good...)

Really appreciate if anyone can help.

Thanks

upgrades

7 Replies

Replies have been turned off for this discussion
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hey there IanHolm - sorry to hear you're having issues with this.

    I just wanted to mention that you shouldn't have to upgrade your account's plan through the app store on your mobile device, even if you created your account on your iOS device.

    When it comes to restoring your purchases through the app, can you clarify if you're getting any particular error?

    Let us know more and we'll take it from there. 

  • IanHolm's avatar
    IanHolm
    New member | Level 1
    10 months ago

    Hi Walter,

    Thank you for the quick response. 

    I finally got some help from Apple and it turns out that the subscription had not properly processed (not sure how that's possible but no further details on that were available).

    This is the third time trying to upgrade through Apple - I've had to cancel and refund each time.

    I have tried to upgrade directly through Dropbox but I get redirected to my account overview page and there is a message that says 'You purchased Dropbox Basic through the iOS app. Manage Apple App Store subscription (as a hyperlink)'

    So I am stuck and would greatly appreciate your help.

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Could you send me a screenshot of the message you mentioned so that I can have a visual too IanHolm? 

  • IanHolm's avatar
    IanHolm
    New member | Level 1
    10 months ago

    This is where I'm taken when I try to upgrade on the website (while logged into my account)

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Thanks for the screenshot, IanHolm.

    Can we email you so we can take a closer look into this internally?

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Sure thing, Ian, I just reached out to you so we'll continue there!

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!