Forum Discussion

vladap's avatar
vladap
New member | Level 1
2 years ago

My plan won't update from Basic to Plus

I tried to make an upgrade for my plan to Plus, the credit card app had an issue and now my account is stuck believing that I am on a Plus subscription, and I cannot do anything. It gives me errors when I try to change the plan, or upgrade, or anything.
My plan however is not on Plus, it is still basic. 
No charges were made on my credit card.
The upgrade to Plus option is greyed out. The other two, do not work, I get this error "Sorry, there was a problem loading this experience."

This is a very frustrating issue, and the fact that no customer support is available, even for an issue where I am trying to make an actual purchase is infuriating. I would 100% give up on this app if I didn't have so many files and integrations with it already.

Payments
Plans
upgrades

10 Replies

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

    Hi vladap, thanks for bringing this to our attention.

     

    Do you see any confirmed payments (with an invoice and receipt) on this page on your account?


    Did you upgrade via the Dropbox site directly, or via the mobile app?

     

    This will help me to assist further! 

  • vladap's avatar
    vladap
    New member | Level 1
    2 years ago

    Hi Jay,
    I see no invoice/receipt.
    I tried the mobile app initially, where it failed. Then I moved over to the site where things simply didn't work.


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

    Were you using an Android or iOS device when doing the upgrade? Are you seeing the upgraded plan on your phone only?

  • vladap's avatar
    vladap
    New member | Level 1
    2 years ago

    It was an IOS. I believe that the problem came from the payment processing software, rather than the IOS App itself.

  • vladap's avatar
    vladap
    New member | Level 1
    2 years ago

    I just want to upgrade to PLUS, I don't care what caused the issue. Can this issue be solved on your end? As I believe there is a conflict between my subscription status.

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

    Hey vladap, I understand that this is pretty frustrating, so rest assured that we'll get to the bottom of it.

    Can you try opening the Dropbox app on your iPhone, tapping on "account", then on the gear icon and then on "restore purchases" to see if it helps?

  • vladap's avatar
    vladap
    New member | Level 1
    2 years ago

    Hey Hannah,

    I tried, but it gives me the following error.

     

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

    I see, thanks for checking, vladap.

    In that case, can we send you an email, so we look into this internally?

  • vladap's avatar
    vladap
    New member | Level 1
    2 years ago

    Please do. I need this resolved asap.

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