Forum Discussion

MS89's avatar
MS89
New member | Level 2
10 months ago

Trying to upgrade to Plus, but app claims I already have it

I'm currently on Dropbox Starter, which gives me 100GB, and want to upgrade to Plus for the 2TB. However, when I try to upgrade my plan, I am told that I am already on Plus - even though the app clea...
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Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
10 months ago

Hi MS89, thanks for posting here!

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail. 

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link. 

Once you get a ticket ID from the automated response sent via email in a few minutes, please let me know the number here so I can locate it in our system.

Keep me posted!

  • MS89's avatar
    MS89
    New member | Level 2
    10 months ago

    Hi Megan,

    Thanks so much for your response! I followed your advice and submitted a support request, and another Dropbox staff member already helped to fix the problem before I could come back here to let you know the number. 

    Just in case anyone else comes here with this problem: it turns out that the Dropbox plan I was on had been discontinued, which is why I couldn't upgrade on my own. The problem was fixed by temporarily downgrading me to Basic, which let me upgrade to Plus. Everything was super quick and I didn't lose any files or money (I was refunded the starter fee I had paid for this month).

    Thanks to the Dropbox team for the quick, effective service!

    Cheers,
    MS89

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