Paid for upgrade through iOS app and got nothing

[Vanessa S.4]

Last Wednesday:

1. In iOS app, selected Upgrade Account and selected “$9.99 a month.”

2. App charged me $99.99.

3. Dropbox account stayed at Basic.

Since Friday, been trying to find out what I can do to get my account set to Plus. But Dropbox claims it’s Apple’s issue and Apple’s troubleshooting says that I have to contact Dropbox. I have tickets open with both Apple and Dropbox, but neither have been answered.

In the meantime, I have run out of space for a client project.

Any tips for how I can get the upgrade I paid for?

[Walter]

Hey @Vanessa S.4,

Thanks for letting us know about this. I would like to take a look into this.

Can you please respond here with the ticket ID so we can check on your case? 

Thanks in advance Vanessa. 

[Vanessa S.4]

Thank you!  The ticket number is 7264567.

[Maple]

Hi Vanessa,

Can you try something for me? Go to the Dropbox iOS app, open the account tab (right most tab), and scroll down to Restore Purchases. Try tapping that (make sure you're still signed into the same Dropbox account you want to upgrade, and the same iTunes account you made the purchase on).

[Vanessa S.4]

Thank you, Maple. I actually have tried that several times over the past week and I always get the iOS message "Purchases Restored," but my account continues to show "Dropbox Basic" with 2.2 GB of memory.

Just to confirm too, I have logged on to my Dropbox account through a web browser on my Windows laptop and it still shows I have a Basic Account too. I only have one account.

Just to be sure, I also just logged out of the Dropbox iOS app, logged back in, and clicked "Restore Purchases" again. Same result. I also tried to "Upgrade" account and again received the pop-up message that I am already subscribed to the upgrade.

[Maple · Accepted solution]

Hi Vanessa,

Your account should be updated now. Sorry for the trouble and thanks for writing in!

[Vanessa S.4]

Thank you for all your help!

[Walter]

Hey @Vanessa S.4,

Would you mind taking a minute of your time to fill out a survey sharing your experience using the Dropbox Community? You can access it here: http://bit.ly/2lNKIxT .

[This thread is now closed. If you experience further issues, feel free to get back in touch on the Dropbox Community, we'd be glad to follow-up. ]

[Paul1974]

I have paid for upgrade through apple account but still not upgraded. Can’t get talking to anyone to try and sort out?

[Rich]

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@Paul1974 wrote:
I have paid for upgrade through apple account but still not upgraded.

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Go into Settings within the Dropbox app on your Apple device and Restore Purchases.