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Paid for upgrade through iOS app and got nothing

Explorer | Level 4

Last Wednesday:

 

1. In iOS app, selected Upgrade Account and selected “$9.99 a month.”

 

2. App charged me $99.99.

 

3. Dropbox account stayed at Basic.

 

Since Friday, been trying to find out what I can do to get my account set to Plus. But Dropbox claims it’s 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.

 

In the meantime, I have run out of space for a client project.

 

Any tips for how I can get the upgrade I paid for?

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Paid for upgrade through iOS app and got nothing

Dropboxer
Dropboxer
Hi Vanessa,

Your account should be updated now. Sorry for the trouble and thanks for writing in!

------------------------------
iOS Engineer @ Dropbox

View solution in original post

7 Replies 7
Highlighted

Re: Paid for upgrade through iOS app and got nothing

Dropboxer
Dropboxer

Hey @Vanessa S.4,

 

Thanks for letting us know about this. I would like to take a look into this.

 

Can you please respond here with the ticket ID so we can check on your case? 

 

Thanks in advance Vanessa. 

 



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


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Highlighted

Re: Paid for upgrade through iOS app and got nothing

Explorer | Level 4

Thank you!  The ticket number is 7264567.

Highlighted

Re: Paid for upgrade through iOS app and got nothing

Dropboxer
Dropboxer
Hi Vanessa,

Can you try something for me? Go to the Dropbox iOS app, open the account tab (right most tab), and scroll down to Restore Purchases. Try tapping that (make sure you're still signed into the same Dropbox account you want to upgrade, and the same iTunes account you made the purchase on).

------------------------------
iOS Engineer @ Dropbox
Highlighted

Re: Paid for upgrade through iOS app and got nothing

Explorer | Level 4

Thank you, Maple. I actually have tried that several times over the past week and I always get the iOS message "Purchases Restored," but my account continues to show "Dropbox Basic" with 2.2 GB of memory.

 

Just to confirm too, I have logged on to my Dropbox account through a web browser on my Windows laptop and it still shows I have a Basic Account too. I only have one account.

 

Just to be sure, I also just logged out of the Dropbox iOS app, logged back in, and clicked "Restore Purchases" again. Same result. I also tried to "Upgrade" account and again received the pop-up message that I am already subscribed to the upgrade.

Highlighted

Re: Paid for upgrade through iOS app and got nothing

Dropboxer
Dropboxer
Hi Vanessa,

Your account should be updated now. Sorry for the trouble and thanks for writing in!

------------------------------
iOS Engineer @ Dropbox

View solution in original post

Highlighted

Re: Paid for upgrade through iOS app and got nothing

Explorer | Level 4

Thank you for all your help!

Highlighted

Re: Paid for upgrade through iOS app and got nothing

Dropboxer
Dropboxer

Hey @Vanessa S.4,

 

Would you mind taking a minute of your time to fill out a survey sharing your experience using the Dropbox Community? You can access it here: http://bit.ly/2lNKIxT .

[This thread is now closed. If you experience further issues, feel free to get back in touch on the Dropbox Community, we'd be glad to follow-up. ]



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


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