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Lost my subscription after switching to a new Apple ID to renew.
Dropbox Plan Dropbox Professional - Annual (Annual) Payment Method iOS App Store account balance. How did you upgrade? iOS App Store
Question or Issue I've managed my Dropbox subscription via...
Hey vincentsit, thanks for the reply here and I hope it's okay for me to jump in as well.
I know you said that the Dropbox app is not currently installed on your device, but can you please install it and use these steps to try and restore your purchase, to see if it works?
Rich
Super User II
Super User III'm absolutely certain that I only have one Dropbox account, and the one I use on my phone and computer is the same.
If you have a subscription under a second Apple ID, then you likely have two Dropbox accounts.
Do your old Apple ID and your new Apple ID have the same email address? Typically, a subscription stays with the ID. If you lost access to one ID and had to create another, any subscriptions would be for a new service, not a continuation of a service you had on the old ID.
Could you please check in your backend system to see which Dropbox account this subscription is linked to?
You would have to contact Support directly for that. No one here has that level of access into your account. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll be able to contact Support.
If you have a subscription under a second Apple ID, then you likely have two Dropbox accounts.
That's not the case. I'm very familiar with iOS development and Apple's in-app purchase, and the app's account system has nothing to do with Apple's accounts. Dropbox sells a subscription product, and it doesn't need to know which Apple ID the user used when making the payment. In other words, for a single Dropbox account, I can switch to a different Apple ID every year—this is perfectly fine.
You would have to contact Support directly for that. No one here has that level of access into your account. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll be able to contact Support.
Actually, I first tried reaching out to support before coming here to post. Dropbox's policy is that if you don't have a paid plan, they don't offer one-on-one support at the email level. I attempted to contact their support email directly, and the automated response told me that since I'm on the free plan, my ticket wouldn't be handled by the support team. However, I haven't tried the solution you mentioned yet; I'll give it a shot now. Thank you very much.
Let me add a clarification to the first question: for example, Dropbox reminds you that your account is about to expire, but the automatic payment attempt fails, and now you can manually renew it. Originally, you subscribed using your own Apple ID, but this year you had your wife log into your Dropbox account to help you resubscribe (of course, using her Apple ID / phone). However, your own Apple ID subscription wasn't canceled; it just kept failing to charge successfully until the retry limit was exceeded. My situation is basically the same as this.
- Hannah
Dropbox Community Moderator
Hey vincentsit, thanks for the reply here and I hope it's okay for me to jump in as well.
I know you said that the Dropbox app is not currently installed on your device, but can you please install it and use these steps to try and restore your purchase, to see if it works?
Restoring the purchase solved the problem, thanks.
