Forum Discussion

PixiePassion's avatar
PixiePassion
Explorer | Level 4
5 years ago

Upgrade Not Working

Aloha! I paid $11.99 to upgrade to Plus and it says my account isn’t eligible when I log into it because it was already upgraded but I still have the basic account!! This is so **bleep** frustrating!...
billing
Plans
upgrades
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

Hey Belvdb, sorry to hear you're having issues with this.

 

Could you clarify if you upgraded your account through the app store on a mobile device or via our website directly?

 

What is reported in your account's plan tab exactly?

Belvdb's avatar
Belvdb
Explorer | Level 4
4 years ago
I did it via the app on my computer. It said “upgrade” in the right corner of my Mac. And it redirected me to the website. In my account tab it says that I have a “basic” account.
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Thanks for clarifying that Belvdb - most appreciated!

     

    Since you upgraded through our website, you could use our self-serve look up tool to identify the email address that's associated with the charge for your upgrade.

     

    Is it an exact match with the one you see on your settings online?

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!