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Re: Please help

I upgraded my account but it still shows as Basic

Tony84
Explorer | Level 3

I upgrade to dropbox plus and paid for a year, but nothing changed in dropbox. It says im still using the free version and i didnt even got an email. Please help

114 Replies 114

rmc40
Explorer | Level 3
My account said it was full so I upgraded it and after that went through successfully an error message came up that there was a problem. So now under subscriptions I have that I’ve upgraded but it still won’t let me add any videos and still shows full? No idea what to do, can someone please help me???? Thank you!!!

Megan
Dropbox Staff
Hey there, @rmc40, let's see what we can find together about this! 

Could you please look into your account's plan and get back to me with more information?

Also, can you find a charge from us in your bank account if you check it?

Let me know more!

Megan
Community Moderator @ Dropbox
dropbox.com/support


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rmc40
Explorer | Level 3
Hi,
So it is just a basic account so when it said it was full I upgraded to the next possible option and under my subscriptions it’s listed there but still says I need more space, I’m out of space. There is no charge yet because it says I can try for 30 days and then after that I will be charged.

Megan
Dropbox Staff
Hi @rmc40, thanks for checking back! 

I'm afraid that since your plan is listed as the "basic" one, then your trial has either ended, or it never went through. 

Feel free to add a screenshot in your next reply of what you see under your plan page.

Megan
Community Moderator @ Dropbox
dropbox.com/support


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rmc40
Explorer | Level 3
So after I signed up it said there was an error but didn’t think anything of it. I only signed up a couple days ago so it’s not expired. If I end it I won’t be able to get another 30 day free trial will I?

Hannah
Dropbox Staff
Hey @rmc40, sorry to jump in here!

If you got an error, it's possible that the trial never went through.

Or do you see that you're on a trial somewhere in your account?

Also, where did you start the trial from? The Dropbox site or the mobile app?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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rmc40
Explorer | Level 3
Hello,
The more help the better because I’m so frustrated. Under my subscriptions it shows that I’ve signed up for the subscription and I’m under the trial period. I signed up directly from the Dropbox app. After I did it which was 4 or 5 days ago it said there was an error but it still shows I have the subscription(trial) but my Dropbox still shows full and unable to add anything. I was worried because I usually only use Dropbox for certain work projects and right now I really need it but if I cancel the subscription it basically says I’ll still have it for the full 30 days&nothing will change. I have no clue what to do??? Any help as much help is much appreciated!!!! Thank you!!!

Hannah
Dropbox Staff
Thanks for the update here!

Did you use an Android or iOS device to start the trial?

If it's an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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lil me
New member | Level 2
I as well need some help [email removed as per Community Guidelines]

Megan
Dropbox Staff
Hi @lil me, I'd be more than happy to help! 

Do you face the same issue as the rest of the users in this thread? 

If so, have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge? 

Let me know more.

Megan
Community Moderator @ Dropbox
dropbox.com/support


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