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Forum Discussion

vladap's avatar
vladap
New member | Level 1
2 days ago

My plan won't update from Basic to Plus

I tried to make an upgrade for my plan to Plus, the credit card app had an issue and now my account is stuck believing that I am on a Plus subscription, and I cannot do anything. It gives me errors w...
Payments
Plans
upgrades
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi vladap, thanks for bringing this to our attention.

 

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?


Did you upgrade via the Dropbox site directly, or via the mobile app?

 

This will help me to assist further! 

vladap's avatar
vladap
New member | Level 1
2 days ago

Hi Jay,
I see no invoice/receipt.
I tried the mobile app initially, where it failed. Then I moved over to the site where things simply didn't work.


  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 days ago

    Were you using an Android or iOS device when doing the upgrade? Are you seeing the upgraded plan on your phone only?

    • vladap's avatar
      vladap
      New member | Level 1
      2 days ago

      It was an IOS. I believe that the problem came from the payment processing software, rather than the IOS App itself.

    • vladap's avatar
      vladap
      New member | Level 1
      2 days ago

      I just want to upgrade to PLUS, I don't care what caused the issue. Can this issue be solved on your end? As I believe there is a conflict between my subscription status.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 days ago

        Hey vladap, I understand that this is pretty frustrating, so rest assured that we'll get to the bottom of it.

        Can you try opening the Dropbox app on your iPhone, tapping on "account", then on the gear icon and then on "restore purchases" to see if it helps?

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