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Jill Wolff

New member | Level 2

8 months ago

I paid for a subscription, but my Dropbox account hasn't been upgraded

Hi, I paid for a subscription, but my Dropbox account hasn't been upgraded.

I upgraded in my dropbox account so there is no other mail. Also when I did pay, I saw a error massage on the screen.

I really need to send files today, so please help me. Because I payed 119,88 euro for nothing

16 Replies

Nancy
Dropbox Staff
8 months ago
Hi @Jill Wolff, I’m sorry to hear this happened. Let's have a look together.

From your post, I understand you upgraded directly via the Dropbox website. It wasn’t through iTunes or Google Play, right?

Can you also clarify the error message you received?

If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? If yes, I’d like you to use it on this page and let me know if the email address you see is the same as this one (just to rule any other possibilities out).

Keep me posted for any updates.
- Jill Wolff
  New member | Level 2
  8 months ago
  Hi Nancy,
  From your post, I understand you upgraded directly via the Dropbox website. <- YES
  Can you also clarify the error message you received? <- I did not take a screenshot..
  If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? <- I don't see any 12-digits. only more...
  
  Hope you can help.
  - Megan
    Dropbox Staff
    8 months ago
    Hey @Jill Wolff, is it alright if I open a ticket for you, in this case?
    
    I’d like to take a closer look into your Dropbox account, and see what may be happening.
    
    Let me know!
- Nathalie Rossen
  New member | Level 1
  4 months ago
  Hi Nancy,
  I have exactly the same problem. I bought 1 month of Dropbox Plus, but I still get the notification that I have to upgrade. I also saw a error message, but the money has been debited from my checking account. What do I have to do?
  - Walter
    Dropbox Staff
    4 months ago
    Hey Nathalie Rossen - sorry to hear about this.
    
    It sounds like you might have upgraded another account than the one you're looking at. How did you upgrade in the first place? Was it through the website directly or via the app store on a mobile device perhaps?
DCWC20009
Explorer | Level 4
7 months ago
I am having the same issue except I purchased Dropbox Pro via Apple Store. I never received any error messages in Dropbox just my account is still under the basic free plan. HELP!
- Mark
  Super User II
  7 months ago
  Have you tried to restore upgrades on the App Store?
  
  Your best, and quickest way for help is via the App Store support centre itself here.
  - DCWC20009
    Explorer | Level 4
    7 months ago
    I did. .. they aren’t able to help. I was told to contact the developer. 😞
Nathalie Rossen
New member | Level 1
4 months ago
I have exactly the same problem. I bought 1 month of Dropbox Plus, but I still get the notification that I have to upgrade. I also saw a error message, but the money has been debited from my checking account. What do I have to do?
JonasZ
Explorer | Level 4
20 days ago
Same problem here. I purchased Plus for my brand new Dropbox Account and the storage has not been refelected, neither did i get acces to other support then this community. I feel deeply scammed. I purchased directy via the website and did not see any error message what so ever.
- Megan
  Dropbox Staff
  20 days ago
  Hi there, JonasZ let's jump right into this!
  
  Can you try using our self-served look up tool to identify the email address associated with the charge for your upgrade?
  
  It sounds like you might have created a new account, that's why I'm suggesting this route.
  
  Also, what do you see when visiting your plan page online?
  
  Keep me posted, and we'll take it from there!
JonasZ
Explorer | Level 4
20 days ago
Certainly, not a second Account.... You can see on this screenshot that I have plus, but it still tells me my storage is 2GB....

I dont have an transaction number on my card transaction Just this notice "Dropbox, checkdb.tt/cchelp" That's All.

This Screenshot shows the same. Logged in with my Account showing Plus on the one screen and basic on the profile icon... Thats the screen that i get when i click on upgrade btw. The Red Notice says i already have plus...
Btw The notice that I used 2,1gb of 2gb storage just below the noice that I already paid for 2TB is just one of the best jokes I have seen this year so far :D I really hope this can be fixed soon.
- Megan
  Dropbox Staff
  20 days ago
  Interesting, thanks for letting me know JonasZ!
  
  We might need to escalate your case to our advanced team, in order for them to rectify this. Can I reach out internally in order for this to happen?
  - JonasZ
    Explorer | Level 4
    20 days ago
    Sure! That would be great!

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Hi, I paid for a subscription, but my Dropbox account hasn't been upgraded.

I upgraded in my dropbox account so there is no other mail. Also when I did pay, I saw a error massage on the screen.

I really need to send files today, so please help me. Because I payed 119,88 euro for nothing

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Hi, I paid for a subscription, but my Dropbox account hasn't been upgraded.

I upgraded in my dropbox account so there is no other mail. Also when I did pay, I saw a error massage on the screen.

I really need to send files today, so please help me. Because I payed 119,88 euro for nothing

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Hi @Jill Wolff, I’m sorry to hear this happened. Let's have a look together.

From your post, I understand you upgraded directly via the Dropbox website. It wasn’t through iTunes or Google Play, right?

Can you also clarify the error message you received?

If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? If yes, I’d like you to use it on this page and let me know if the email address you see is the same as this one (just to rule any other possibilities out).

Keep me posted for any updates.

Hi Nancy,

From your post, I understand you upgraded directly via the Dropbox website. <- YES

Can you also clarify the error message you received? <- I did not take a screenshot..

If you check your bank statement, is there a 12-digit transaction ID that you can see next to your Dropbox charges? <- I don't see any 12-digits. only more...

Hope you can help.

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Hey @Jill Wolff, is it alright if I open a ticket for you, in this case?

I’d like to take a closer look into your Dropbox account, and see what may be happening.

Let me know!

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Hi Nancy,

I have exactly the same problem. I bought 1 month of Dropbox Plus, but I still get the notification that I have to upgrade. I also saw a error message, but the money has been debited from my checking account. What do I have to do?

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Hey Nathalie Rossen - sorry to hear about this.

It sounds like you might have upgraded another account than the one you're looking at. How did you upgrade in the first place? Was it through the website directly or via the app store on a mobile device perhaps?

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I never received any error messages in Dropbox just my account is still under the basic free plan. HELP!","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"179","kudosSumWeight":0,"postTime":"2024-09-28T09:26:16.267-07:00","lastPublishTime":"2024-09-28T09:26:16.267-07:00","metrics":{"__typename":"MessageMetrics","views":165},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:790828/message:797763","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwzfDUyOjF8aW50LDc5Nzc2NSw3OTc3NjU","node":{"__ref":"ForumReplyMessage:message:797765"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:797765":{"__typename":"ModerationData","id":"moderation_data:797765","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:797765":{"__typename":"ForumReplyMessage","uid":797765,"id":"message:797765","revisionNum":1,"author":{"__ref":"User:user:1972"},"readOnly":false,"repliesCount":2,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumReplyMessage:message:797763"},"conversation":{"__ref":"Conversation:conversation:790828"},"subject":"Re: I paid for a subscription, but my Dropbox account hasn't been upgraded","moderationData":{"__ref":"ModerationData:moderation_data:797765"},"body":"

Have you tried to restore upgrades on the App Store?

Your best, and quickest way for help is via the App Store support centre itself here.

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","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2025-01-07T10:53:52.866-08:00","lastPublishTime":"2025-01-07T10:53:52.866-08:00","metrics":{"__typename":"MessageMetrics","views":14},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:790828/message:816934","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1909918":{"__typename":"User","id":"user:1909918","uid":1909918,"login":"JonasZ","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2025-04-04T04:36:02.692-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-4.svg?time=0"},"rank":{"__ref":"Rank:rank:45"},"entityType":"USER","eventPath":"community:mxpez29397/user:1909918"},"ModerationData:moderation_data:829086":{"__typename":"ModerationData","id":"moderation_data:829086","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:829086":{"__typename":"ForumReplyMessage","uid":829086,"id":"message:829086","revisionNum":1,"author":{"__ref":"User:user:1909918"},"readOnly":false,"repliesCount":1,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumTopicMessage:message:790828"},"conversation":{"__ref":"Conversation:conversation:790828"},"subject":"Re: I paid for a subscription, but my Dropbox account hasn't been upgraded","moderationData":{"__ref":"ModerationData:moderation_data:829086"},"body":"

Same problem here. I purchased Plus for my brand new Dropbox Account and the storage has not been refelected, neither did i get acces to other support then this community. I feel deeply scammed. I purchased directy via the website and did not see any error message what so ever.

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Hi there, JonasZ let's jump right into this!

Can you try using our self-served look up tool to identify the email address associated with the charge for your upgrade?

It sounds like you might have created a new account, that's why I'm suggesting this route.

Also, what do you see when visiting your plan page online?

Keep me posted, and we'll take it from there!

Certainly, not a second Account.... You can see on this screenshot that I have plus, but it still tells me my storage is 2GB....

I dont have an transaction number on my card transaction Just this notice \"Dropbox, checkdb.tt/cchelp\" That's All.

This Screenshot shows the same. Logged in with my Account showing Plus on the one screen and basic on the profile icon... Thats the screen that i get when i click on upgrade btw. The Red Notice says i already have plus...

Btw The notice that I used 2,1gb of 2gb storage just below the noice that I already paid for 2TB is just one of the best jokes I have seen this year so far :D I really hope this can be fixed soon.

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Interesting, thanks for letting me know JonasZ!

We might need to escalate your case to our advanced team, in order for them to rectify this. Can I reach out internally in order for this to happen?

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Sure! That would be great!

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