I've purchased a paid upgrade through iTunes & I can't claim it on my account. Why?

[Tixo123]

Last Month:

1. In iOS app, selected Upgrade Account and selected “$119.99 a year.”

2. App charged me $129.71 including taxes

3. Dropbox account stayed at Basic.

Since Last month, been trying to find out what I can do to get my account set to Plus. But Dropbox claims I have two accounts and that it is Apple’s issue and Apple’s troubleshooting says that I have to contact Dropbox. I have tickets open with both Apple and Dropbox, but neither have been answered and want to help. Dropbox continues to insist the second account has been upgraded (even though I am renewing an existing subscription which I have been using for years... it was just a click of a button from the same account to renew)

In the meantime, I have run out of space for different projects and I use Dropbox for sharing which I’m not able to use now even though I paid for.

Any tips for how I can get the upgrade I paid for? A lot of emails back and forth without success.

[Jane]

Hey @Tixo123, I understand that this isn’t ideal & I’m here to guide you through as much as I can on my end. 

For starters, since you mentioned that your subscription was purchased through iTunes, then this can only managed by this team; we don’t have visibility on payment-specifics our side. 

Having said that, I’ve seen your recent open Support request on our system with our specialized technician. I’ve made a note of your latest comment on this email chain & I’ve increased your support priority internally, as I understand that you’d still need assistance.

Even so, I’d suggest explaining matters in a bit more detail on your discussion with the iTunes team, as they have visibility on what could’ve gone wrong along the way. 

I’m also here as a direct point of contact for you just in case you need further assistance from me in any way. Thanks!

[Tixo123]

Hi Jane, thank you for your efforts however I still have not received any answer that would help me... What do you need to know other than what I emailed the Support Team?

[Jane]

Hey again @Tixo123, please accept my apologies for the slight delay. 

Re-iterating from my previous post, the transaction has been processed outside our system & that’s why we may not be able to address payment-related questions like this one. Have you contacted apple again by any chance?

Since your escalated ticket has now been closed on our system, I could create a new one on your behalf & forward to a specialized agent as a question, however it looks like asking apple directly regarding the charge would be best. 

Please let me know how you get on. Thanks again!