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I paid for an upgrade, but my account is still not upgraded

I paid for an upgrade, but my account is still not upgraded

Kevvybhoy67
Explorer | Level 4

I paid to upgrade my subscription but the account hasn’t been upgraded after taking the money. I tried to restore my purchase but just get an error code 409

121 Replies 121

Hannah
Dropbox Staff

Hey @Kaliuitbali, thanks for bringing this to our attention.

 

Can you double-check to see if you received the purchase receipt from Google about your payment?

 

If you did, can we reach out to you via email, so we can look into this?

 

Thanks.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Peter Farren
Explorer | Level 3

Hi, I got a message from Dropbox that my limit was exceeded. I changed my account to a higher plan. I notice that Dropbox are taking the money each month but I still cannot have access to the additional space. Is it possible to contact Dropbox and see what happened? I have gone into all the tabs and cannot find how to talk to Dropbox? Am I missing something?

Megan
Dropbox Staff

Hi @Peter Farren, let's look into this!

 

Do you have a transaction ID on your end? If so, can you use it in order to locate the account the charge is coming from?

 

Just to make sure you didn't upgrade the wrong account or have two Dropbox accounts. Thanks a bunch! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Mellowhype99
Explorer | Level 3
I paid for an upgrade through my iOS app, it won't recognize the upgrade. I also can't restore the purchases.

Hannah
Dropbox Staff

Hey @Mellowhype99, thanks for bringing this to our attention.

 

If you the purchase receipt was sent to your email, can we reach out to you internally, so we can look into this a bit further?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Rebeccagceo
New member | Level 2

I paid for for extra storage and my card was charged but I still don’t have space according to Dropbox. This is very frustrating, anyone know what I can do? I’ve contacted Dropbox and no help whatsoever. I may just cancel everything.

Hannah
Dropbox Staff

Hey @Rebeccagceo, thanks for bringing this to our attention.

 

Did you upgrade your account directly through our website or through the Dropbox app on your mobile device?

 

If the second, was the payment made through iTunes or Google Play?

 

Let me know and we'll go from there.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Rebeccagceo
New member | Level 2
Through the app on mobile device. I assume iTunes because I don’t have Google play.

Hannah
Dropbox Staff

I see, thanks for the update, Rebecca!

 

If you open the Dropbox app on your iOS device, tap on "account", then on the gear icon and then on "restore purchases", does that help?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Mellowhype99
Explorer | Level 3
Yes please reach out to me. My inbox was full so I don't have the receipt, but I do have the subscription showing in the App Store.
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    Megan Dropbox Staff
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