Upgrade not working

[Cgold94]

Hi there ,
Im having a hard time understanding why my plus upgrade is not reflecting on my account after I paid. My plan still says basic and I cannot download anymore storage because it is full . I’ve tried restore purchases , resetting , signing in from a desktop but nothing works . It keeps saying unable to upgrade .

I only have 1 Dropbox account and apple has taken the money out of my account already . Also , I upgraded using my mobile device if that means anything .

[Mark]

Did you upgrade using a mobile device? 

If so is the mobile device account the same as the one on your computer AND is it the same email on the store as at Dropbox?

[Cgold94]

I upgraded using a mobile device as stated . And yes , everything is under 1 email . I only have 1 Dropbox account

[Jay]

Hi @Cgold94, as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[Cgold94]

Hi Jay ,
Thank you for your response .

Ticket# 17338590

[Megan]

Hi @Cgold94, thank you so much for the ticket number reference. 

I managed to locate your email on our system, and I've responded back to you.

Thanks for your patience 

[Cgold94]

Thank you , I’ve just responded

[Kjisbored]

I’m having the exact same issue, could you send me a link to make a request, because the link that you provided doesn’t work anymore, and I payed for my upgraded storge on my phone from my phone yet it don’t show up in the app.

[Megan]

Hi @Kjisbored, how are you today?

I just sent you an email, in order for us to have a closer look into this. Respond back to me, and we'll take it from there. 

Thanks a bunch!