Upgraded Plan Not Reflected

[keikokumagai]

My co-worker upgraded my 2GB personal account to a 1TB account. She submitted the payment. However, my account is still showing only 2GB. I have logged out, restarted my computer, etc., and it does not correct the problem. Please help! 

I heard that because she made the purchase on a different computer than the one I am on, there may be a Dropbox issue that doesn't allow my computer to register the upgrade. Really need help soon as I have work to get done!  

[Jay]

Hi @keikokumagai, thanks for contacting us!

There isn't a 1 TB plan any more, as Dropbox Plus is now a 2 TB plan.

Could you confirm that you're definitely not on a Plus plan by checking out this page on your account?

This will help me to assist further!

[keikokumagai]

Hi Jay, I mistakenly said my account was updated to 1 TB--you're right, it was 2 TB. I received an email from DB on 12/2 saying payment was received and my account has been upgraded to 2 TB (Transaction ID: [Removed as per Community Guidelines]). The upgrade did NOT happen, so can you please make sure the charge of $11.99 did not go through?
 
My colleague upgraded my account again to 2 TB today (Transaction ID: [Removed as per Community Guidelines]), and this time, the upgrade actually went through. Please let your tech dept know about this problem. It caused a lot of wasted time on our end trying to solve the issue. Thanks.

[Jay]

Do you see the payment on your account here with a confirmed receipt? If so, the upgrade should appear on the plan page.

You can also use the card lookup tool to see if the upgrade was made on another Dropbox account.

[MCSquared22]

I upgraded my account and it still shows I need to upgrade and no longer have room in my folders. I have wasted weeks trying to get access. I cannot open my folders, or links others send to me via shared folders. I have uninstalled and reinstalled the app on my phone, gone thru a laborious chat with someone who said once the chat ended, I would have an email address available to write to support. Nothing showed. So now, here I am wasting MORE time on a community page trying to get my account synced so I can access my photos. This ridiculous "customer service".

[Megan]

Hi @MCSquared22, let me help! 

Have you followed the steps my colleague, Jay provided above on this same thread, in order to locate where the charge is coming from? 

Is it possible that you have two Dropbox accounts? 

Let me know!

[MCSquared22]

Logged in on the only account that I know of, it shows I cancelled my professional account in Nov. and my personal plan is out of space. As mentioned before, I agreed on the app on my phone to upgrade and all I get are error messages that the site is having difficulties. It confirmed that my upgrade is due to bill me May 29. I also received error messages on my laptop stating the cite was having difficulties. 

[Jay]

Hi @MCSquared22, did you upgrade via an Android or iOS device to the paid subscription?

[MCSquared22]

iOS

[Megan · Accepted solution]

Hope you're doing well, @MCSquared22.

Could you try restoring your purchase from your Dropbox app on your Apple device, by following these steps?

In your Dropbox app, tap Account. Tap on the gear icon at the top of your screen to access your settings. Tap on Restore purchases, which should activate your last upgrade.