I upgraded to Dropbox Plus via the website, but it's not reflecting on my account.

[lightning33]

Hi there, 

I recently upgraded to Dropbox Plus via the website and confirmed that the payment went through on my credit card, but somehow the account says that I only have space equivalent to Dropbox Basic. Depending on where I navigate on the menus, it sometimes shows up as Basic and sometimes as Plus, but ultimately I don't have access to the space that Plus has. 

I tried a solution on other threads such as clicking "restoring purchases" on my mobile, but I got the error that the operation couldn't be completed - NSURL errordomain error 409. I also tried logging out or accessing on mobile or website, but can't get this solved.

Thanks in advance for any ideas!

[Nancy]

Thanks for posting this on our forum, @lightning33! 

You mention that you tried to restore purchases on your mobile device; so, is it safe to assume you purchased the Plus subscription via your iTunes account and not via our website? I'm asking because this step is generally used by iOS users who bought their plan via iTunes and it's not showing on Dropbox.

If you bought your plan via our website though, you can double check your bank statement and see if there's a 12-digit transaction ID, which you can then use on this page and see if it's linked to the same account as the one you see here.

Let me know what you find and we can take it from there.

[lightning33]

Hi Nancy,

Thanks for the quick reply! I had purchased via the website and indeed there was a 12 digit transaction ID. However when inputted at the link provided it says cant locate transaction ID, please submit a billing help request.

[Nancy]

No worries, thanks for giving that a go. Can we log a ticket for you then and check this internally? We can contact you at this email address.

[dkm1]

Thanks! Can you check if the emailID/account u purchased the Plus subscription is the same account you are using to login. You should have received an email confirmation when u purchases the plus subscription. 

[lightning33 · Accepted solution]

Thank you! Just to update, I receive another entry in my bank statement where Dropbox has refunded me the payment that I had paid for the failed subscription. I guess something failed somewhere during the subscription process, thus reversing the payment. Let me sign up again separately. 

[kvshvl]

Hi Nancy,

I'm facing this problem too. i.e. I had purchased via the website and indeed there was a 12 digit transaction ID. However when inputed at the link provided it says can't locate transaction ID, please submit a billing help request. 

Can you please raise a support ticket for me too?

[Walter]

Hey @kvshvl - sorry to hear about this.

Could you clarify when exactly you upgraded your account in the first place? 

Do you happen to have another Dropbox account, associated with a different email address of yours?

Let us know more and we'll take it from there. 

[kvshvl]

Upgraded at 20:32:37 on the 30th of Aug 2024
No. As of now, I don't have another Dropbox account, associated with a different email address.

Thanks for the quick response, Walter.

P.S: I remember starting this account using another email ID, and then changing the email ID associated with the account. Because I still 17 odd GB of free space for promoting Dropbox to my friends.

Oh! also, if you can answer it here, will upgrading to Dropbox Plus delete this 17 odd GB?

[Walter]

I see, thanks for the additional information and clarifications @kvshvl 

As for the additional quota you've gained through referrals, note that those will be doubled when you upgrade to the Dropbox Plus plan (but will go back if you downgrade your account).

In regards to the issue with the missing subscription now, could we reach out via email to have a further look internally?