cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Tell us what you want to see on the Community here!
Close

Dropbox accounts & billing

Make your Dropbox account work for you, with the help of Community users like you. Join in or start a discussion of your own.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Highlighted

paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

New member | Level 2

similar issue to a few support articles here, including this and this ...

a customer of yours for over 6 years, i recently clicked to upgrade from Plus to Professional via iTunes to no avail. i was charged and nothing changed on my Dropbox account. after approximately 16 entire clocked hours over the course of what is now an entire month dedicated to contacting Apple and Dropbox support, being bounced between the two, refunding and repurchasing, receipts, screenshots and screen recordings galore, Apple senior advisors have established beyond all doubt that there is a developer (Dropbox) issue that is preventing the update from being registered on your end.

in my most recent interaction with Dropbox support, this information was finally taken seriously and i was not passed back to Apple for a 4th time, but instead the support was passed on for a Billing specialist to look into.

after an entire 10 days of waiting for an email, Chad from Billing responded with the same list of instructions as listed on this Dropbox Help page ///// [Ticket #8548486]

i am including a screenshot of these instructions for clarity here:
Screenshot 2018-12-04 10.00.16.png

everything very straight forward, until Step 11, which specifically asks the troubleshooter to Restore Purchases in the Account tab of the app.

there is however NO SUCH OPTION neither there, nor anywhere in the app. i have responded to Chad's email citing this as the unbreachable hurdle but i cannot actually afford to wait another 10 days for a response, given that i have been struggling with this since November 4th when i first tried to upgrade.

i am sick of paying and having refunded the $199 for the subscription with Apple, i am sick of calling my bank to ensure the amount is charged, i am sick of being told to speak to Apple, i am sick of having Apple explain in a way that is completely coherent how Dropbox is failing to receive the updated subscription, and i am sick of receiving washed out responses from Dropbox support how there is nothing you can do but have me cancel all subscriptions and try again via the Dropbox site. along the way i tried this, and cancelled all subscriptions within iTunes entirely and was refunded by iTunes the $199 as well as some $42 for the remaining months on my Plus subscription, only to find after several days that the Dropbox Plus subscription was still active on your end, YES even though the account in question is the exact same across the board and is the only Dropbox account that i have ever had!

i have since paid again for the Professional subscriptions and pursued the steps outlined by Chad, and the restore purchases discrepancy is the first tangible evidence that i am actually able to access on my end that demonstrates that the issue is on your end. if i can't restore the purchase are you not able do it on my behalf? when will this be fixed, when will be Dropbox and Apple communicate about this issue, when will i stop playing go-between, when will i receive what i keep paying for?

i'd love an answer here and now honestly, not to have to wait another two weeks for a null reply via email. it seems i'm not the only one, and my tremendous patience has all but worn thin

sincerely,
A.

1 Accepted Solution

Accepted Solutions
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Dropboxer
Hey there (@ballandflat), sorry to hear about any frustration caused. I understand that you’d need some hands-on assistance at the moment & due to the fact that we can only proceed with account-specific matters via our Official Support channel (we’ll need to have direct access to your account in order to perform any action on your behalf), I’ve made sure to locate your open support request on our system & I’ve made sure to forward it to our payment specialists with priority.
 
I hope that this is-even slightly- helpful to you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks again for bearing with us while we’re looking into this issue! 

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

View solution in original post

8 Replies 8
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Dropboxer
Hey there (@ballandflat), sorry to hear about any frustration caused. I understand that you’d need some hands-on assistance at the moment & due to the fact that we can only proceed with account-specific matters via our Official Support channel (we’ll need to have direct access to your account in order to perform any action on your behalf), I’ve made sure to locate your open support request on our system & I’ve made sure to forward it to our payment specialists with priority.
 
I hope that this is-even slightly- helpful to you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks again for bearing with us while we’re looking into this issue! 

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

View solution in original post

Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3
I’m having this issue and have done everything. Can someone please let me know what the solution is? I have tried to reach out to support with no luck and am extremely frustrated. If I can’t get this resolved I’ll be taking all of my stuff from Dropbox elsewhere
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3

I am having the same trouble.  dropbox charged me and i have no idea where the money went, if it was a scam or what.  there is no one to talk to.  no one to help me. I get on the chat and they say they can only help with getting me to sign up for dropbox. I am so frustrated!! 

Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3
I finally sent them a direct message through Twitter they were very responsive and helpful and got it all fixed for me
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3
I finally got a chat person to give me the support email. I probably missed it on the site with not seeing straight ! I’ll text them in Twitter too. Thanks for the heads up!
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3

No you didn't miss anything on the site. It is very hard to find because unless you are using one of the business or premium  account chat support isnt' supposed to be available, I went through the same thing, however it is through twitter. It is very frustrating trying to find it. I hope you have gotten it all taken care of. If not try twitter I was surprised how quickly they replied.

Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3
Thank you. I asked them the question so hopefully they will respond. I’ll just keep looking !
Highlighted

Re: paid for Dropbox upgrade via iTunes, but still not applying to account after a month of trying

Explorer | Level 3
I I found it under my husbands email. I was on my old iPad and saw a Dropbox icon and thought what if... there it was I had only used .1% of 2 TB. I’m set! Thank you for your help!

Work Smarter with Dropbox

The way we work is changing. Share and discover new ways to work smarter with Dropbox in our community.

Sound good? Let's get started.
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?