Need to see if your shared folder is taking up space on your dropbox 👨‍💻? Find out how to check here.

Forum Discussion

Jill Wolff's avatar
Jill Wolff
New member | Level 2
2 years ago

I paid for a subscription, but my Dropbox account hasn't been upgraded

Hi, I paid for a subscription, but my Dropbox account hasn't been upgraded.  I upgraded in my dropbox account so there is no other mail. Also when I did pay, I saw a error massage on the screen.  ...
billing
Error Messages
Payments
Plans
upgrades
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi @Jill Wolff, I’m sorry to hear this happened. Let's have a look together.

 

From your post, I understand you upgraded directly via the Dropbox website. It wasn’t through iTunes or Google Play, right? 

 

Can you also clarify the error message you received?

 

If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? If yes, I’d like you to use it on this page and let me know if the email address you see is the same as this one (just to rule any other possibilities out).

 

Keep me posted for any updates.

  • Jill Wolff's avatar
    Jill Wolff
    New member | Level 2
    2 years ago

    Hi Nancy, 

    From your post, I understand you upgraded directly via the Dropbox website.  <- YES 

    Can you also clarify the error message you received? <- I did not take a screenshot.. 

    If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? <- I don't see any 12-digits. only more... 

     

    Hope you can help. 

     

     

     

    • Megan's avatar
      Megan
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      2 years ago

      Hey @Jill Wolff, is it alright if I open a ticket for you, in this case?

       

      I’d like to take a closer look into your Dropbox account, and see what may be happening.

       

      Let me know!

  • Nathalie Rossen's avatar
    Nathalie Rossen
    New member | Level 1
    11 months ago

    Hi Nancy,

    I have exactly the same problem. I bought 1 month of Dropbox Plus, but I still get the notification that I have to upgrade. I also saw a error message, but the money has been debited from my checking account. What do I have to do?

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

      Hey Nathalie Rossen - sorry to hear about this. 

      It sounds like you might have upgraded another account than the one you're looking at. How did you upgrade in the first place? Was it through the website directly or via the app store on a mobile device perhaps? 

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!