Forum Discussion

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

I can't upgrade to the Dropbox Basic Extra Plan

I was on a Basic Extra plan for the past 18 months: 50GB of storage, no frills and only ~£18 all-in which was perfect for my needs. Since this expired I've gone to reactivate and there's no longer ...
Dropbox Basic
Plans
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
10 months ago

Hey higgoukg, thanks for joining our Community.

Generally, if the Dropbox Basic Extra plan isn't available to you, it means that you're not eligible, but let's look into this.

Can you please let us know how you signed up for this plan in the first place?

Also, can you send us a screenshot of your last invoice for that plan?

Just make sure to hide your personal info from the screenshot.

Thanks in advance!

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

Hi Hannah, thanks for your reply

I think it was offered to me via a pop-up on my Dropbox homepage. I thought it was offered to me directly via email but I can't find any offer email now so must be mistaken. Here's a screenshot of the invoice I received on 27/11/23:

 

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

    Gotcha, thanks for the additional information.

    If you signed up for the plan through a pop-up or an invitation, most likely it was an invitation to try out the plan.

    It might be worth checking your invoices here, to see everything that's reflected there.

    Now, if you get an error upon trying to sign up for the plan once more saying that your account is ineligible, then I'm afraid that our hands are tied.

    That said, if this isn't the case, and you're experiencing something entirely different, please reach back with a screenshot.

    Thanks!

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

      Thanks Hannah,

      Here's the invoice from the link you sent, not sure if it helps at all.

      I am getting the 'ineligible' error when trying to click through that link, although I've since taken on a trial of Dropbox Plus in order to continue syncing my files, so I'm not sure if that's affected it?

      Thanks for your help, either way.

      • Mark's avatar
        Mark
        Icon for Super User II rankSuper User II
        10 months ago

        I'd suggest trying to contact support, however, you may not be able to while on a trial.

        Its also possible that actual often these plans are issued as one offs as part of trials and if the trial finishes you cannot get back on them - you either need to upgrade to higher or downgrade. 

        Support, however, are best people to ask. 

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