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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
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Dropbox Plus
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  • 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!

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  • Trudi's avatar
    Trudi
    New member | Level 2
    2 years ago

     It says,  Using 4.6 GB of 2 TB but I still can't get to things and it will not allow me to download  anything. saying I am out of storage

     

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

    Hi Trudi, thanks for posting here today! 

     

    When you say that it won't allow you to download anything, can you clarify which platform you're talking about? 

     

    I'm asking, because you should be able to download content from the web, even if your account is full. 

     

    With that being said, can you also check your account's plan page, and let me know what you find there? 

     

    Thanks a bunch! 

  • Chatsphotog's avatar
    Chatsphotog
    Explorer | Level 4
    2 years ago

    I have an annual subscription through Apple App Store.

    Saw many others here have similar issue. Tried the recommended fix to delete app, reinstall and restore purchase. I get an error message - attached. Please help!

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

    Hi there, Chatsphotog, thanks for bringing this to our attention.

     

    Since that's the case, can we send you an email, so we can take a closer look at this?

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

    Hey Chatsphotog, I just reached out via email, and I'll be happy to see you there.

     

    Thanks!

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