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Despite the full payment my Plus account was downgraded to Basic

Despite the full payment my Plus account was downgraded to Basic

AlexanderV
Explorer | Level 4

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!

1 Accepted Solution

Accepted Solutions

Re: Despite the full payment my Plus account was downgraded to Basic

Walter
Dropboxer

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. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

7 Replies 7

Re: Despite the full payment my Plus account was downgraded to Basic

Walter
Dropboxer

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. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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Re: Despite the full payment my Plus account was downgraded to Basic

AlexanderV
Explorer | Level 4

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

Re: Despite the full payment my Plus account was downgraded to Basic

Walter
Dropboxer

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


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Despite the full payment my Plus account was downgraded to Basic

AlexanderV
Explorer | Level 4

It was the iOS iPhone

Re: Despite the full payment my Plus account was downgraded to Basic

Walter
Dropboxer

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. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

Re: Despite the full payment my Plus account was downgraded to Basic

AlexanderV
Explorer | Level 4

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

Re: Despite the full payment my Plus account was downgraded to Basic

Walter
Dropboxer

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

 

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


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

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