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Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Explorer | Level 3

Started a Plus Trial through App Store but wanted to upgrade to Professional for added features. Paid for monthly in the App Store (was charged), but app membership still shows Plus. Other online support suggests clicking  Restore Purchases in the Account tab of the app, but this isn't there.

 

Tried to chat with support, and they suggested cancelling the subsciption in the app and re-signing up on a computer at dropbox.com, which I also tried to do. But the website also wouldn't let me sign up for a new plan, saying I already had Plus through IOS Trial.

 

Hoping to use the Professional features tomorrow but getting run around in circles between Apple and Dropbox. Appreciate any help.

1 Accepted Solution

Accepted Solutions
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Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Dropboxer
Dropboxer
Thanks for keeping us updated here on the progress of your cancellation-related inquiry nasy33
 
You may keep in mind that, due to the way in-app purchases are handled, you’ll have to contact the iTunes support team for further resolution on this issue, as it appears that this has been a precaution set in place to avoid duplicate charges & the trial wasn’t processed directly from our website (hence it’s outside our control to determine the particulars in regards to why this can't be cancelled immediately). 
 
Hopefully this points you towards the right direction, in order to move forward as soon as possible, though keep us updated in your next message in case you need more assistance & we’ll follow-up with you as closely as possible. 
 
Happy Friday again & I’m wishing you a relaxed weekend ahead! 

 


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

 

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6 Replies 6
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Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Dropboxer
Dropboxer
Hey @nasy33, welcome to our community! 

Yeah, this is indeed something that you’ll need to take care of through Apple. Since you started your trial through their App Store, you can go to this page, to manage your subscriptions. There, you’ll be able to cancel your trial, and then purchase the Professional plan.

I would suggest that you purchase your new plan on our site, so that if you have any questions or issues with that, we’ll be able to assist directly

 
Have a great weekend! 

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


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Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Explorer | Level 3
Hi @Sanchez - I have tried everything you suggested belowand cancelled the subscription. However when I try to purchase a new plan on the site it just tells me that I am already on the Plus iOS plan with no other options to change. Please advise.
Highlighted

Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Dropboxer
Dropboxer
Thanks for keeping us updated here on the progress of your cancellation-related inquiry nasy33
 
You may keep in mind that, due to the way in-app purchases are handled, you’ll have to contact the iTunes support team for further resolution on this issue, as it appears that this has been a precaution set in place to avoid duplicate charges & the trial wasn’t processed directly from our website (hence it’s outside our control to determine the particulars in regards to why this can't be cancelled immediately). 
 
Hopefully this points you towards the right direction, in order to move forward as soon as possible, though keep us updated in your next message in case you need more assistance & we’ll follow-up with you as closely as possible. 
 
Happy Friday again & I’m wishing you a relaxed weekend ahead! 

 


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.
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Questions asked in the community will likely receive an answer within 4 hours!)

View solution in original post

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Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Explorer | Level 3

I was able to resolve the refund issue with Apple directly.  However they were not able to make any changes within the app and asked that I get in contact wiht Dropbox (the app developer).  

 

Seems I'm stuck in a strange loop here.  The source of the problem is that your programming is not allowing a paid upgrade to override the 30 day trial.   So even now that I have cancelled the subscription in the app, I am unable to make any plan changes on the Dropbox.com site.  (It just keeps saying that I am enrolled in the iOS trial).  

 

I've attempted several times to resolve the issue with Dropbox support via this forum and via the chat (and am told repeatedly that there is no phone support). 

 

It seems there's no resolution.  Feels like this is something your organization should be aware of so you can find a programming fix.

 

 

Highlighted

Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Dropboxer
Dropboxer
Hmm, I’m sorry to hear about any frustration this has caused you nasy33, let me stir a different course on this issue! 
 
I’d like to see if there any way we could work around this behavior, hence I’ve made sure to get back in touch with you on the email address connected to your Dropbox account. This way, I’ll be able to look into this closer & check if we can find an alternative solutions to the matter. 
 
Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly follow-up with you from where we’ve left off here. 
 
Thanks again & I’m wishing you a wonderful rest of the day ahead! 

 


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

 

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Re: Paid for upgrade to Professional from Plus Trial in App Store -- NOT WORKING

Dropboxer
Dropboxer
Hey nasy33, I’m just following-up here, as I could see that the subscription-related issue you were experiencing has now been resolved on your email correspondence with our team specialist & I’d like to include his advice on this discussion, so that other users may refer back to it! 
 
In order to bypass the iOS trial sign up, they suggested trying to upgrade directly from our website using this link: https://www.dropbox.com/plans?trigger=nr, which did the trick this time.
 
Once again, I appreciate your ongoing cooperation & don’t hesitate to write us again at any time in case you need assistance or you have any questions. Cheers! 

 


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.
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Questions asked in the community will likely receive an answer within 4 hours!)

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