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YL gmail's avatar
YL gmail
New member | Level 2
3 years ago
Solved

Subscription paid but not recognised

I paid for one year’s subscription of Dropbox Plus on 27 May through Apple Pay (but my card was only charged on 31 May). I saw on my Dropbox account that it has been upgraded, with a pop-up message that the annual review will be on 27 May 2024. I also got a receipt from Apple.

However, I received an email from Dropbox saying that my free trial has expired and the usage has been exceeded.

I tried to request help on billing or to get customer support on the app but it kept going in circles. I am getting frustrated.

I don’t want to lose the files or to pay again. What can I do?
billing
downgrade
Dropbox Plus
Payments
upgrades
  • Megan's avatar
    Megan
    3 years ago

    Hi YL gmail, let's see what we can find on this!

     

    When you visit your plan page here, which subscription do you see there? 

     

    Also, can you please clarify if you have two Dropbox accounts linked to two different emails? Since you're using an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

    Let me know more!

27 Replies

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  • Carde's avatar
    Carde
    Explorer | Level 3
    3 years ago

    Basic 

    Ihave one of my own; my wife has hers, and we do not mix

     

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

    Hey Carde, thanks for reaching out to the Dropbox Community.

     

    It sounds like the upgrade was perhaps made for a different account than the one your wife uses regularly.

     

    If you look up the billing info here, does the email you find match the one your wife uses for her account?

  • Carde's avatar
    Carde
    Explorer | Level 3
    3 years ago
    I have lost my my hope that this mystery will be solved. I only paid my wife's bill, she only has one email she uses.
    Money lost - OK, and goodbye Dropbox.
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Nygreekrican! I was about to log a ticket for you, but I can see you already have one open with our support team, and one of our agents has messaged you. 

     

    Please reply back to them, when you can.

  • Carde's avatar
    Carde
    Explorer | Level 3
    3 years ago
    Look, I worked as a bank manager odd 20 years. IF THERE WAS A ONE CENT ERROR in book keeping we looked after it till we found it. Now Dropbox can loose 118 euros just neglecting
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Carde, I just sent you an email, I'll see you there!

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