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Forum Discussion

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

New payment after changing Apple ID country is not recognized, so my account is downgraded to Basic

Hello all,   I have a problem with my Dropbox Plus subscription purchased via Apple App store. I'm originally from Russia, my Dropbox Plus subscription was purchased using my Russian Apple ID. Ho...
Billing
Dropbox Basic
Dropbox Plus
Mobile
Payments
Plans
upgrades
  • Jay's avatar
    Jay
    3 years ago

    Hi pasharinho, thanks for providing these details.

     

    Since it sounds like your iTunes account is now associated with a Spanish card, the upgrade should've gone through successfully.

     

    Could you check your payments page to see if it appears there?

     

    Keep me updated with any progress!

Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff

Hey @banusanar, let me jump in here too! 

 

It might sound trivial, but have you made sure that you upgraded the correct Dropbox account?

 

If you paid via the mobile app, you might've been able to restore the purchase using the steps in this link, can you give it a go?

banusanar's avatar
banusanar
New member | Level 2
5 months ago

Thanks @Megan. The Restore purchases button did the trick. 🙂 
We had over 10 devices that are heavily dependent on Dropbox. So I had to do the "Restore purchase" on the device which uses the apple id == to the dropbox id.  

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    5 months ago

    Amazing news @banusanar!

     

    Happy to see that everything is back on track. Have a lovely weekend ahead,enjoy! 😉

  • dlww's avatar
    dlww
    New member | Level 2
    4 months ago

    Same issue here as @pasharinho. I was using an Australian card linked to an Australian apple id before moving to the US. Now I changed it to a US bank card for the subscription through the US Region Apple store with a new apple id. The purchase was successful and I have the receipt of the monthly subscription. But somehow my account was downgraded to Basic today. I tried the methods mentioned above but didn't see anything in the billing page or the icon of restore purchase in the updated app (the previous dropbox app has been replaced by the one redownloaded from the us region app store). Is there anything to do?

    Thanks, 

    dan

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    4 months ago

    Hi @dlww, thanks for posting here!

     

    Have you tried to contact Dropbox Support directly for this?

     

    You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

    Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

     

    Let me know more! 

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