Apple payment succeeded, but still no Dropbox subscription

[coskun o.]

I have been using the "professional" plan for many years with a subscription to the Dropbox app store. Last month, Dropbox could not receive the payment because the internet usage limit of my credit card was closed. I then immediately restored and updated the payment and the money was withdrawn from my account. However, for about 1 month, I have received a mail from dropboz that no payment has been received from my account. Today my account was downgraded to Basic version. My account now appears as professional on the apple store. There is no problem with my payment. Please help me solve my problem as soon as possible.

[Nancy]

Thanks for letting us know here, @coskun o.! 

Have you followed these steps to restore purchases on your Dropbox account? Does that seem to resolve the issue, or are you getting any errors?

Also, if you check the latest receipt from Apple about your recent payment, has it been sent to a different email address perhaps? I’d like to double check if a second Dropbox account could have been upgraded instead. 

Let me know.

[coskun o.]

Hi

I applied all of these solutions after my account was not paid last month. Then the payment was withdrawn from my card. The receipt shows my normal e-mail address. It will be renewed again on 05.01.2024. But although I have made my payments, I cannot use it now.

[Nancy]

Thanks for clarifying that! Can I log a ticket for you then, so that we can look into this internally? 

I can message you to this email address.

[coskun o.]

Yes. Im waiting. Thanks

[Nancy]

@coskun o., please check your email address, and respond back to me.

[CrazyTux]

I’ve been billed through Apple for Dropbox for months despite Dropbox not recognizing my account as paid. It has been on the “basic” plan and says I’m out of storage, although I’ve been billed for a very long time. Has anyone else encountered this issue ? There is some kind of disconnect between Apple subscription and my actual Dropbox account. Look forward to hearing back on this matter. I’ve recently reached out to Apple to cancel the subscription finally in which I received a “we’re sorry to see you go email”, despite my account obviously have this disconnect.

[Hannah]

Sorry to hear that you're having this issue, @CrazyTux.

Have you ever tried to restore your purchase from within the Dropbox app?

As long as you want to keep your Dropbox subscription, of course, you can try the steps here and let us know if they helped.

Thanks.

[CrazyTux]

I’ve attempted to restore purchase however it did not work, I could not tell you the exact message received at this time. Ultimately I would like for you to investigate the disconnect internally and apply either the appropriate refund or account credit. I’ve been paying for months without access to service and Apple would only go back the last two months. Please advise. Thank you.

[CrazyTux]

Let me also add this was for the same email address that I used for the subscription and Apple ID, this was not an alternate account.