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jwsm20's avatar
jwsm20
Explorer | Level 3
5 years ago

I paid for the annual Plus subscription through Apple but my account is on the Basic plan

Hi,   On April 9th i renewed my Dropbox Plus through Apple and I have still not be credited and I have been downgraded to basic/free account.   I have tried to find an email address to contac...
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  • Walter's avatar
    Walter
    5 years ago

    Hi jwsm20; welcome to the Dropbox Community and happy Monday!

     

    As a first step here, could you try to restore your purchase from the Dropbox app on your Apple device?

     

    In order to do so, please follow the below steps:


    1. In your Dropbox app, tap Account (or Personal if you have paired accounts).
    2. Tap on the gear icon at the top of your screen to access your settings.
    3. Tap on "Restore purchases".

     

    This should activate your last upgrade.However, if you can't see "Restore purchase" this means that your app isn't up to date and you'll need to update your Dropbox app from the App Store on your device and try again.

     

    I hope this information helps and please let me know if you still can't see your upgrade after this.

     

    Thanks! 

     

Aurora69's avatar
Aurora69
Explorer | Level 3
3 years ago

I upgraded to plus today never received upgrade or free trial via the Dropbox app on apple store paid through PayPal don’t have a 12 digit trans number. It seems to be a common issue and has been going on for months or more. 

Don’t offer free trials to previous customers then dupe them into paying £9.99 then to rub salt in the wounds you don’t even give them what they were charged for!

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago
    Hey Aurora69, thanks for bringing this to our attention.

    I moved your post to this thread, as this looks like a similar issue.

    Can you please try the steps in the accepted solution by my colleague Walter, to see if they help?
    • Aurora69's avatar
      Aurora69
      Explorer | Level 3
      3 years ago

      Transaction ID1KL23417JN9834251

      my PayPal transaction ID 

       

      I Still haven’t got the upgrade I have been charged £9.99 restore purchases doesn’t work there’s an error 409 when I do it. 

      can someone help 

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago
        Hey there, Aurora69!

        I just sent you an email in order for us to look into this together. 

        Cheers!

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