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Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

glitterpug
New member | Level 2

I upgraded to Dropbox Plus - Monthly yesterday through Apple App Store Credit. I contacted Apple Support and they said it went though. I have the receipt saying I paid. When I go to the dropbox app, it will not update and still says I have a basic account. Apple said that because everything was good on their end, I need to contact Dropbox. Please help. 

8 Replies 8

Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

Jay
Dropboxer

Hi @glitterpug, thanks for messaging today!

 

Can you see any confirmed or attempted payments on this page?

 

Could you try activating the upgrade on your mobile app using the steps in this article?

 

Let me know how it goes!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

ChristieD
New member | Level 2

Same problem here. Restoring purchases did not fix the problem (recieved "operation couldn't be completed" dropbox.com error 403). Aplle subscriptions confirms that I am subscribed and I have been charged and have an Apple receipt but no upgraded Dropbox. Also tried logging out from account, deleting the app, downloading it again and logging in. Still nothing. Would like to have this recified.

Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

Lusil
Dropboxer

Hi @ChristieD, thanks for reaching out to us on this thread. 

 

To have a better look into this, due to account-specific info that'll be required, could you contact our Support team via this link, without signing in, using an incognito window?

 

If you'd like, you can also get back to us here with the ticket ID (eg. #1234567) that'll be created upon submitting your request, so that we can pass your comments along. 

 

Don’t hesitate to get back to us if you have any other questions or trouble along the way. Thanks!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

JoAllman
Explorer | Level 3
I have exactly the same issue. Except I’ve now paid 30 months at £8.99 to Apple for a Dropbox upgrade which was never applied. It wasn’t until this month that Dropbox started messaging me saying not enough space. I thought this was bizarre as I’d got Plus. So I deleted some files and then saw it said Basic. I upgraded through Dropbox which redirected me to Apple store. Apple say Dropbox owe me the refund, Dropbox say it’s an Apple problem. Two huge rich companies neither of which is accepting responsibility. I can’t call Dropbox as I’m a personal customer and they don’t value us enough to give phone support! It’s so frustrating. Have paid for something for over 2 years that I never received.

Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

Lusil
Dropboxer

Hey @JoAllman, thanks for nudging us and sorry hear about your frustration. 

 

Since you mention that you've contacted our Support team, could you please let me know the ticket ID (eg. #1234567) that you have?

 

Looking forward to hearing back from you!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

lidiardl
Explorer | Level 3

I'm in the same situation and desperate. Would you please reply if it has already been solved? Many thanks

Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

Walter
Dropboxer

Hey @lidiardl; thanks for joining our Community!

 

I' m sorry to ask, but have you tried the steps outlined in the Help Center article @Jay mentioned in his first response on this thread?

 

Here's a direct link for reference: 

 

https://help.dropbox.com/accounts-billing/payments-billing/subscription-error-mobile

 

If you still can't see your subscription, please contact our support team so we can investigate further. 

 

Let us know if you have any more questions. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Upgraded subscription with Apple App Store, but Dropbox doesn't recognize that I did.

ChristieD
New member | Level 2
Yeah I’ve tried everything suggested and been in contact with support. They are asking for my payment info and have mentioned/eluded to it being a problem on Apple’s side a couple times. At this point I’m just taking it as a $16 loss and moving onto another file sharing program. Not interested in doing the back and forth anymore over $16.
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