Can't upgrade with error "You have another active paid subscription associated with this email."

Hi there, kmeade2, thanks for posting to our Community.

Can you send us a screenshot of what you see in your plan page here?

Did you previously upgrade this account at some point? And was it done directly from our website or through the iOS/Android app?

Let me know and we'll go from there.

Hi Hannah

Please see attached screenshot. I paid for my Dropbox plaus through iOS. It charged me £9.99 in December then later told me it couldn't take payment from my account. I've now been downgraded & cannot upgrade as it says my email is already used with a paying account??

I've had this subscription for ages & there's never been a problem until last month

Thanks for the update and the additional info, kmeade2.

Can you open your Dropbox app, tap on "account", then on the gear icon and then on "restore purchases", to see if it helps?

I cant use the dropbox app on my phone as basic only allows limited devices to be linked. It wont let me upgrade as it says ...You currently have another active paid subscription associated with this email.

Which device did you previously use to upgrade your account, though? Do you still have access to that?

If so, you should be able to follow the steps I gave you on that device.

Otherwise, please let me know and we can send you an email, to investigate further.

It's OK, I'm now on an email chat with support...thanks!

Sounds good, kmeade2! 

Let us know if you need anything else!

Hi. Support has not got back to me since 2.45pm? Is that right?

Hi. I've not heard anything from email support for nearly 3 hours? Even though they were in discussion with me?