Dropbox doesnt recognize my payment with my apple id

[micktrader]

I have 2 apple ids in my iphone and one is the one the one i used to open dropbox long time ago, and last month i payed a yearly renewal with my other apple id and it went through, but now days later dropbox doesnt recognize  the payment and my account has been demoted to basic.

What can I do to a) recognize my previous yearly renewal or b) dropbox return me my money and pay through my other apple id.

thanks!

[Walter]

Hi @micktrader, sorry to hear you're having issues with this.

Could you try to restore your purchase from the Dropbox app on your Apple device? 

In order to do so, please follow the below steps:

1. In your Dropbox app, tap Account (or Personal if you have paired accounts).
2. Tap on the gear icon at the top of your screen to access your settings.
3. Tap on "Restore purchases".

If you can't see "Restore purchase" this means that your app isn't up to date and you will need to update your Dropbox app from the App Store on your device and try again.

Let me know how it goes!

[micktrader]

Hi I updated the app in my Iphone and went to the gear button and then below until the link to restore purchase and this is what it tells me (please find attached).

[Jay]

Hi @micktrader, could you ensure that you're signed into the correct Apple ID when trying to restore the purchases?

Do you see any payment history on this page when signed into that account?

[micktrader]

The thing is I have 2 ids in my iphone, i paid the dropbox renewal with a dif ID that from my dropbox Id, from some reason it got acccepted, but few days ago, dropbox told me I need to update my payment like not recognizing my former payment, so I want either to reinstate it or return the funds and Il pay from the original dropbox ID.

Dropbox ID

APPLE ID FROM WHICH I PAY DROPBOX

[Removed as per Community Guidelines]

[Jay]

Thanks for the info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

[Uradox]

I have the exact same issue. It's not possible to contact support about it because it thinks my account is only Basic despite the full year subscription starting on the second apple account last month.

So, in a nutshell - completely stuck.

[Hannah]

Hey @Uradox, does the 'restore purchases' option not work for you?

[Uradox]

It didn’t initially but I worked out how to resolve it.
It doesn’t like it when the app is downloaded with an apple account that’s not responsible for the subscription payment.
In my case I’ve had the app installed since forever.
Solution was to delete the app and download from the second apple account.