How to prove to Apple that I'm not receiving the plan I paid for?

[Wellzie]

I'm been paying for Dropbox Plus via Apple, however my plan changed with Dropbox sometime last year which I didn't realise. I need to prove to Apple that I've not been getting the subscription I paid for. As I'm on the Basic plan I don't have the option to speak with someone directly in Dropbox. How can I get the proof from Dropbox, so I can get my full refund from Apple?

[EvanDBX]

Hi @Wellzie thanks for posting and I am sorry to hear about this.

Can you please try these steps for me and let me know if you can now see your subscription as a first step?

1. In your Dropbox app, tap Account.
2. Tap on the gear icon at the top of your screen to access your settings.
3. Tap on "Restore purchases".

Keep me updated!

[Wellzie]

I don't want to restore a the moment, I just need to prove to Apple that I've not been receiving the correct subscription.

[Megan]

Hi @Wellzie, in order for your plan to change from Apple directly to us, you'd need to downgrade the account, then re-upgrade from scratch. 

You mentioned you're on the Basic plan. Did that happen when you were paying with Apple, or Dropbox? 

[Wellzie]

I've been paying for the plus version, it's never changed but something happened to my dropbox plan around Oct/Nov 2022 and it was changed to the basic. Apple will on refund 60 days and want proof of when the option change on dropbox.

[Nancy]

Hi from me as well, @Wellzie! The only thing I can think of is to check your linked to Dropbox email address, and see if you received an email stating that your Dropbox account was downgraded on a specific date. 

If you have a receipt from Apple showing that you had paid for a Dropbox subscription during this period, you can send it over to them as proof.

[Wellzie]

OK thanks for your help Nancy!