A Plus subscription from iOS was downgraded according to Dropbox, but still active on iTunes

[MiguelUK]

Hello,

I’m desperate because I got an email from Dropbox informing me that my account was downgraded because they “received notice from Apple that they were unable to process payment for your plan”.

However, Apple subscriptions shows the subscription active until May 2025 - and charged for.

I have now limited support options as the account is considered “Basic”, even if I payed for the upgrade via Apple…

Any suggestions?

Thanks a lot,

Miguel

[Jay]

Hi @MiguelUK, thanks for messaging the Community.

Have you tried contacting Apple directly to see if the payment was accepted by Dropbox?

This will help me to assist further!

[MiguelUK]

Hello Jay,

Thank you for getting in touch!

I have Dropbox confirmation of subscription renewal on May 28, 2024. €119,99…

What may be causing this issue is the fact that I changed my Apple Store from the UK to Portugal, and changed the payment card associated with the account. But the charge on May 28 was already to the new account.

[Megan]

Hey @MiguelUK!

Is it possible that the email you received was related to a different Dropbox account, by any chance?

If you visit your plan page here, what is the subscription you see there? 

[MiguelUK]

Clicking the link I see a Basic account, but if I try to upgrade it it tells me that the email is associated with another account, and doesn’t let me… (I could subscribe again and ask for a refund of the 119,99 Euro already payed…)

[MiguelUK]

If you give me an email address I can send you the print screen of the subscription confirmation…

[Megan · Accepted solution]

Hey @MiguelUK!

Could you try restoring your purchase from your Dropbox app on your Apple device, by following these steps?

In your Dropbox app, tap Account.
Tap on the gear icon at the top of your screen to access your settings.
Tap on Restore purchases, which should activate your last upgrade.

Keep me posted!

[MiguelUK]

Thank you so much! This worked.

My recommendation would be to advise the customers to proceed with these steps to avoid downgrading the account.

[Megan]

Amazing news @MiguelUK!

If you need anything else, give me a shout! 😎