I'm unable to upgrade my account, why?

[DrRegalX5]

Hello,

I am trying to upgrade my account. I click on the option Essentials for monthly. However, Dropbox is constantly saying I need to go in. I am already logged in. I tried logging into my account again. Then, Dropbox said I am already logged in and sends me back to my homepage. It repeats the process.

I logged out of my account and logged back in. I am still getting this same loop to log in to upgrade when I am already logged in. 

How can I contact support for assistance?

[Jay]

Hi @DrRegalX5, thanks for bringing this to our attention.

Could you confirm what plan and quota you're seeing on this page your account?

This will help me to assist further!

[DrRegalX5]

The page shows plans for Plus, Essentials, Business, and Business Plus. It should Essentials for $19.99 per month, and that is the plan that I was trying to purchase.

[Rich]

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@DrRegalX5 wrote:

The page shows plans for Plus, Essentials, Business, and Business Plus. It should Essentials for $19.99 per month, and that is the plan that I was trying to purchase.

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I think Jay is referring to the current plan that you're on, as displayed on the page he linked to. Not the plan you're trying to upgrade to.

For instance, does the page say you're on a Basic plan, or does it perhaps say you're on some other type of plan, such as Business, where you wouldn't be able to upgrade your account? Provide a screenshot if you can, being sure to mask any private information.

[DrRegalX5]

@Rich @Jay 

Thanks for correcting me Rich. 

The page shows Dropbox Advanced (trial ended). There is not a quota. 

[Rich]

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@DrRegalX5 wrote:

The page shows Dropbox Advanced (trial ended).

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That's likely the reason. You're still on a Business Advanced account. You can't upgrade to an Essentials account as you're already on a higher level account. @Jay will need to tell you how to proceed.

[Jay · Accepted solution]

If there isn't a quota, then it could mean that your team is in a locked state. You'll need to follow these steps to leave the team, and then you should return to a Basic plan, allowing you to upgrade to an Essentials plan.

[DrRegalX5]

That worked! Thank you @Jay and @Rich 

[Jay]

No worries, glad to have helped out!