DropBox - Apple Pay

[Bongoloid24]

I change my credit card for applepay, DropBox didnt manage to take the monthly payment, I deleted my old card and entered my new card in teh hope that DropBox could take the monthly fee. That did not work, I could not use a credit card payment as I had purchased DB from my phone, I had to use Apple Pay. I could not take a monthly plus subscription as DB said I already had one. To see if I could close that issue I purchased a yearly subscription last month and DB started to work again, now the monthly payment has been attempted again on my old card (which is not there anymore) and has failed, so DB has downgraded me to basic. However I already have a years subscription, so when I try to upgrade DB says it cannot as I have a live subscription, but because teh monthly payment failed, they downgrade me.... HELP   There are no humans to talk to only a chatbot or some guy in sales who knows nothing

I have the live subscription, and Apple will not refund as they say DB has got the payment, however DB say no payment has been made and will not allow me access to my account. To solve this today and to allow access to my vault I have taken the free trial with teh hope that DB will work this out within 30 days, does anyone have a contact number as nobody responds to e-mails and the auto submission for Applepay keeps sending me back to Apple, which is no use, I need to speak to DB

[Jay]

Hi @Bongoloid24, thanks for bringing this to our attention.

Just for clarification, was the annual subscription made directly on the Dropbox site or via the mobile app?

Do you see any subscriptions on this page on your account? According to your bank statement, were any payments taken by Dropbox, iTunes or Google Play?

This will help me to assist further!

[Bongoloid24]

Hi Jay
It was on the mobile app. The only option that was given to me was Apple Pay on the mobile as that was where I made the original purchase. I have a credit card payment for the exact amount to Apple Pay on my credit card statement and I have an Apple Pay receipt for the payment to Dropbox

[Jay]

Could you try these steps to restore the purchase on your mobile app?

[Bongoloid24 · Accepted solution]

Hi Jay

Subscription was on the mobile app. The update is that Apple have acknowledged that DropBox cannot see the registration and have refunded me.

The solution is to remove Apple Pay as my payment method, and enter into a trial for 30 days, then re-enter my credit card in the DropBox site on my MacBook (not on a mobile device) ........await the trial to expire, at which point DropBox will start to charge me monthly if I don't cancel.

To say this was overly complicated is an understatement, but lesson is not to use this on a mobile to make payments, only use your PC or MacBook