Despite the full payment my Plus account was downgraded to Basic

[AlexanderV]

Hi dear Dropbox Colleagues!

Merry Christmass first of all!

Can anyone provide an advice please?

I use Dropbox Plus since early 2017, I had never issues.

On Dec 3 I sent the full payment for the prolongation of Dropbox Plus subscription.

However on Dec 18 my Dropbox Plus plan was downgraded to Dropbox Basic.

Can anyone suggest how schould I deal with this issue?

Many thanks for help and all the best!

[Walter]

Hey @AlexanderV; welcome to our Community and happy Monday!

If you used our website to upgrade your account, could you try our self served look up tool and see if the email address that's associated with the charge in question is an exact match of the one you use for your current account? 

In case you purchased your subscription from a mobile app store, please let me know.

Thanks a bunch, Alexander. 

[AlexanderV]

Hi Walter, happy Monday to you too!

I think you´ve got the issue right.

Originally in 2017 I purchased Dropbox Plus on your website, and prolongated the Plus subscription in 2018-2019 also on your site.

However in December 2020 I purchased the Plus subscription from a mobile app store. It appears that Dropbox somehow didn´t associate my mobile app store payment with my old account.

Can you please advise how to trace the mobile app store payment to my old account?

Many thanks and have a great day,

Alexander

[Walter]

Was it an Android device or an iOS one, Alexander? 

[AlexanderV]

It was the iOS iPhone

[Walter · Accepted solution]

In that case, could you try the following steps and let me know if they helped, Alexander?

1. In your Dropbox app, tap Account (or Personal if you have paired accounts).
2. Tap on the gear icon at the top of your screen to access your settings.
3. Tap on "Restore purchases".

This should activate your last upgrade.

If you can't see "Restore purchase", try udating your Dropbox app from the App Store on your device and try again. 

[AlexanderV]

Dear Walter,

Thousands thanks for your very professional advice!

You understood my problem by asking a few quick questions!

Even better than that, you´ve provided immediately the effective solution, your 3-steps solution was exactly what I needed!!!

Many thanks for your very professional support,

Merry Christmass and very Happy New Year to you and your loved ones,

Alexander

[Walter]

No biggie, Alexander; I'm just glad I could help. 

See you around the Community and have a wonderful New Year too!