Can't add shared folder to account

[LozLynch]

Hello,
I am trying to open a “shared folder” on my Dropbox. The folder says “not added”. When I try to open the folder it says I do not have enough storage on my Dropbox to open this file even though I have payed to upgrade my storage and have nothing else saved to my Dropbox. The files are relatively small so wouldn’t need considerable storage. Have I lost these videos? Any ideas as to how I can get them back?

[Nancy]

Hey @LozLynch, thanks for posting here! 

Can you please check this page, and let me know what type of plan and storage usage you see there? 

Also, what’s the size of the folder you’re trying to add to your Dropbox account? 

Keep me updated.

[LozLynch]

Thanks for coming back to me. I have 2gb free on Dropbox. I’m not entirely sure how big the file is but it is approx 60 mins of a video. I have also paid the £9.99 a month to upgrade.

[Rich]

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@LozLynch wrote:
I have 2gb free on Dropbox. ... I have also paid the £9.99 a month to upgrade.

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If your Plan page is showing that you're on the Basic plan with 2GB of space, then you're not on a paid account. Are you sure you're signed in to the same account that you upgraded? Did you upgrade through the Dropbox website or did you do it on a mobile device through the app?

[LozLynch]

Yes the same account. I believe I did this through the app. I have an email confirmation confirming that I have agreed to a subscription of £9.99 a month through Apple Store.

[LozLynch]

When I click to open the shared file it says that I need to upgrade my subscription. When I click this it says that I am already subscribing to this and then it says an unknown error has occurred and to contact drop box.

[Nancy]

Thanks for the updates, @LozLynch. 

Can you please clarify for me if you received this payment confirmation to the same email address as the one showing here?

If yes, what I’d like you to do (if possible) is to open the Dropbox app on your mobile device instead, make sure it’s linked to the same Dropbox account and then, follow these steps. 

There’s a chance the subscription hasn’t been applied to your account, so I’d like to rule that out.

[LozLynch]

Yes the same email for both.

When I click restore purchases it says….
“Unable to restore purchases.
The operation couldn’t be complete. (NSURELErrorDomain error 49)

[Walter]

Hey @LozLynch, sorry to jump in here, but would it be OK if we reached out via email to have a further look internally at this point? 

[LozLynch]

Yes sure. It’s [removed per the Community's Guidelines]