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YL gmail's avatar
YL gmail
New member | Level 2
2 years ago

Subscription paid but not recognised

I paid for one year’s subscription of Dropbox Plus on 27 May through Apple Pay (but my card was only charged on 31 May). I saw on my Dropbox account that it has been upgraded, with a pop-up message th...
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  • Megan's avatar
    Megan
    2 years ago

    Hi YL gmail, let's see what we can find on this!

     

    When you visit your plan page here, which subscription do you see there? 

     

    Also, can you please clarify if you have two Dropbox accounts linked to two different emails? Since you're using an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

    Let me know more!

Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hi there GTMS2005, sorry to hear you're having issues with this.

 

Can you please let us know if you upgraded your account through the website directly or if it was via the app store on a mobile device perhaps?

 

If you'd like to reach out to our support team about this, you can do it through this form. Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.

 

If you end up doing this and get a ticket from our system, you can share its number with us so that we can look it up in our as well.

 

Keep us posted anyhow! 

GTMS2005's avatar
GTMS2005
New member | Level 2
2 years ago

Hello,

 

I was restoring an application that utilizes a file stored on my Dropbox account and also adding a second desktop PC to my 2GB Dropbox account. The Dropbox system sent a notification that device connections were exceeded, and an upgrade was required.  Though I do have an Android phone as a Dropbox device, I do not remember making a purchase through my Play Store account.    I also did not receive a confirmation email after making the purchase in February 2023.

 

Thank you.

 

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

    Hey GTMS2005, to make sure I understand correctly, you have paid for a Dropbox subscription, but your account still appears as a Dropbox Basic account with 2 GB, right?

     

    If you look up the payment info here, does it bring up the same email address and the one you're using to login to your current Dropbox account?

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