I upgraded my account but it still shows as Basic

[Tony84]

I upgrade to dropbox plus and paid for a year, but nothing changed in dropbox. It says im still using the free version and i didnt even got an email. Please help

[Hannah]

Thanks, @renate Kluin .

I just sent you an email, so we can continue looking into this there.

[jonny dongz]

Im trying to upgrade my plan but it keeps taking my money and not giving the upgrade?

[Megan]

Hey @jonny dongz , sorry to see you're having trouble.

Did you upgrade your account directly through our website or from the app on your phone? If the latter, was the payment made through iTunes or Google Play?

Also, can you please clarify if you have two Dropbox accounts linked to two different emails? 
 

Keep me posted! 

[jonny dongz]

upgraded through phone and itunes and yes i have 2 emails 2 accounts

[Walter]

Hey @jonny dongz, sorry to jump in, but have you tried restoring your purchases by any chance?

[Kevin Houghton]

[personal information removed per the Community's Guidelines]

As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day! I hope that someone can help as I can't talk to Dropbox Support due to it's grayed out and only available for paid plans. My bank account also shows that it was paid and no record in my account that it was put back on a mistake or a cancelation. So, I'd like a some hard direction to continue to use my paid plan or at the very least show records of the past since April 2023. Thanks Team!!

[Rich]

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@Kevin Houghton wrote:

As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day!

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You likely have two accounts. Does the email address on the receipt match the email address that you're using to sign in to Dropbox?

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... I can't talk to Dropbox Support due to it's grayed out and only available for paid plans.

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Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

[Kevin Houghton]

Thank you for such a fast reply, I only have the one email that I've used for the last three years that is attached to Dropbox. I think someone body has miss hit the "bubble" that I have paid in full. I will use the link provided and see if this can be updated. Rich, thank you once again. Kevin

[captainjatinderkaur]

I upgraded my plan to 2 TB, the amount has been deducted using UPI on auto payment mode. But its still showing basic plan

[Megan]

Hey @captainjatinderkaur, let's jump right into this! 

Is it possible that you're paying for a different Dropbox account than the one you mainly use?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge?

Let me know more.