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Forum Discussion
I've paid for Plus but it's not on my account
I have been using the same Dropbox account for nearly a decade. I am currently being charged $9.99 per month for the Plus Plan, yet Dropbox says I have the Basic Plan and need to upgrade before being allowed to upload. My important files have not synced or been backed up in an extremely long time due to this. Any attempts at upgrading or updating billing information have been unsuccessful and due to "being on the basic plan", my only support option is a chatbot. I have been trying for three weeks to contact someone for help, but the "human plan specialists" frequently disconnect. Not having the option to speak with someone via email or phone call is beyond frustrating, especially for the $1,200 I've spent on their services. Does anyone know what I can do?
Quick reference:
- Actively paying for the Plus Plan
- Dropbox says I have the Basic Plan
- There is no option to update billing information besides contacting Support
- Billing screen for upgrades always says "something went wrong. Please refresh the page or contact support".
Help please!
No worries. I appreciate any help.
Yes, I am paying through iTunes. Maybe this is the issue?
On the linked page, it now shows I have the Plus Plan. As of today, it suddenly shows I am not exceeding my storage and now shows invoices for all payments made via iTunes. I'm not sure what changed, but it appears as though the issue is resolved.
I greatly appreciate everyone's willingness to help and prompt responses.
- Jay
Dropbox Staff
Hi cat_hmuaokc, thanks for bringing this to our attention.
Are you able to see any payments on your account from this page?
Did you originally upgrade via the Dropbox site or the mobile app? On your bank statement, were you charged by Dropbox, iTunes, or Google Play?
This will help me to assist further!
Hi, Jay. Thank you for the response.
I am able to see payments on the linked page through January 2020. In my email, I have receipts for monthly payments of $11.99 for Dropbox Plus via Apple dated back to March 2020. The most recent payment was made on August 5, 2023.
I don't specifically recall which I used to upgrade, but it is likely that I upgraded to the Plus Plan on the mobile app.
- I purchased the plus plan 2 days ago through apple services and can not get my storage to update to the new, correct amount. I put in a ticket the very same day and am still waiting for a reply. I see no billing info in my drop box profile under billing, and I have screenshots to provide proof of purchases as well.
And in a side not I tried to purchase the plus plan on the website but it kept having “errors”, the drop box lite app on the computer did the same and then finally the mobile app on my iPhone let me pay but, nothing has happened to my storage space yet.
Thank you for your timely response.- Megan
Hi AJskah01, sorry to hear about that!
If you actually just recently paid for your upgrade, can you please follow these steps?
1. Open your Dropbox app and tap 'Account'
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. Also, feel free to send me your ticket number reference, in order for me to locate it on our system.
Let me know more!
- Good morning to you are and how are you guys doing I really do need some assistance I do not know you guys can assist me where you can pay some thoughts
I'm having a similar issue. I'm paying for Plus and was charged for the Plus upgrade but my account still says Basic. My dropbox account doesn't show any charges/invoices but my bank account has show charges for $12.65 ($11.99 + tax) for the plus upgrade for the last 3 months. I keep getting emails stating I'm going over my storage space but I'm paying for plus. I can't upload anymore cause it says I don't have enough space. I've been trying to contact someone from dropbox but I get a bot or no reply back to my contact support emails. At this point, I want a refund for the last 2 months that I haven't been able to use my dropbox account.
- Megan
Hi vbarker7, thanks for bringing this to our attention.
Did you upgrade via the Dropbox site directly, or on the mobile app? According to your bank statement, were you charged by Dropbox, iTunes, or Google Play?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails?
This will help me to assist further!
- I have only 1 account. I upgraded from the Dropbox website. And I was charged by dropbox.
