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Upgrade Not Working!!

PixiePassion
Explorer | Level 3
Aloha! I paid $11.99 to upgrade to Plus and it says my account isn’t eligible when I log into it because it was already upgraded but I still have the basic account!! This is so **bleep** frustrating! I can’t even get a hold of Dropbox Support at all.
17 Replies 17

Jay
Dropbox Staff
Hi @PixiePassion, thanks for posting on the Community!

I understand your frustration over the billing issue you're experiencing.

Do you see a transaction on this page on your account?

Did you upgrade directly via the site, or via the mobile app? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

This will help me to assist further!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Belvdb
Explorer | Level 3
I have the same problem. The payment has been done.

Walter
Dropbox Staff

Hey @Belvdb, sorry to hear you're having issues with this.

 

Could you clarify if you upgraded your account through the app store on a mobile device or via our website directly?

 

What is reported in your account's plan tab exactly?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Belvdb
Explorer | Level 3
I did it via the app on my computer. It said “upgrade” in the right corner of my Mac. And it redirected me to the website. In my account tab it says that I have a “basic” account.

Walter
Dropbox Staff

Thanks for clarifying that @Belvdb - most appreciated!

 

Since you upgraded through our website, you could use our self-serve look up tool to identify the email address that's associated with the charge for your upgrade.

 

Is it an exact match with the one you see on your settings online?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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joharimat67
New member | Level 2
I am having the same problem. The account has been upgraded last week via Itunes but it does work.

Walter
Dropbox Staff

Hey @joharimat67, sorry to hear about this.

 

If you made sure you're looking at the correct account, could you try restoring your purchase as outlined here and let me know how it goes?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Sydmell
Explorer | Level 3
Purchased plus and keeps tell me there is an error, will not let me upgrade but will not let me cancel membershop

Walter
Dropbox Staff

Hey @Sydmell, sorry to hear about this.


Can you please let us know if you're trying to upgrade your account via the app store on a mobile device or if it's through the website directly?

 

If you could also send us a screenshot of the exact error you're getting, it'd be very helpful.  


Walter
Community Moderator @ Dropbox
dropbox.com/support


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