It says I'm subscribed, but I get an "Upgrade unsuccessful - unknown error" in the Dropbox app

[Silhouettestage]

I have upgraded my account - it says on my iPhone I am subscribed however then comes up upgrade unsuccessful - unknown error - contact Dropbox support

[Hannah]

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

If you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchases', does it help?

Keep me posted.

[ReddDur]

When I repurchased my subscription then I got a error message that said

unable to restore purchases (NSURLErrorDomain error 409)

I’ve been paying for months and have yet to get a response to my issue. Im at the point I either want a refund for the money I spent or I want to actually speak to someone

[Jay]

Hi @ReddDur, did you upgrade from the Dropbox site directly, or via the Dropbox mobile app?

According to your bank statement, were you charged by Dropbox, iTunes, or Google Play?

[ReddDur]

Dropbox App and ITunes

[ReddDur]

I just spoke to Apple iTunes support and they told me to contact Dropbox directly.

I have been charged $12.80 for the past 11 months since Jan 10. 2022 ($140.80 total)

It is now December and I realized when I was sent pictures, that my Dropbox app isn’t working correctly. It wouldn’t update my subscription even after I deleted and reinstalled, restarted my phone, tried to update purchases and I got a new phone last month and it still didn’t update.

I’m told on the Help that I cant call to speak to anyone because my app says I’m not updated but I’ve been paying for an update. The automated chat brought me here. Now I have all my screenshots from my emails and the error messages and when I started being told that my app wouldn’t update…

Thank goodness I successfully canceled the subscription but what about the months of payment without the proper update!

[Megan]

Hi @ReddDur, keep in mind that due to the way that App Store purchases are handled, we are unable to provide refunds directly for iOS in-app purchases. 

I have to redirect you back to Apple in order to pursue a refund. Please follow the steps below to contact Apple regarding a refund: https://support.apple.com/kb/HT204084

[ReddDur]

If that’s the case then why does the app tell me to contact Dropbox support for Dropbox to not even help me handle the situation. Thats what I call being scammed by a major corporation and your response was simple not helpful at all. Apple and Dropbox send me back and forth between each other with no solution or remedy to $140.80 being taken from me.

I am extremely disappointed that Dropbox and Apple are teaming up to refuse to give me my money back for poor product performance and connectivity issues and even worse customer service.

Thanks for absolutely nothing!

[Jrchoules]

I have just had the same issue, I was notified by Dropbox to say my storage is full, so paid for the upgrade but my no change to storage space and I keep receiving the same error message.

[Walter]

Hey @Jrchoules, sorry to hear about this.

Could you try restoring your purchases as outlined here and let us know how it goes?