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 ...
upgrades
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)

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