Sorry you aren't eligible for this experience

[rodders999]

Hi I have a Dropbox Plus 2T account and have run out of memory space. I have been trying to upgrade to 3T for days but unfortunately every time I click on the upgrade tab it says 'Sorry you aren't eligible for this experience'. There is no billing issues or anything like that so I am at a loss?

[Walter]

Hey @Xeri, sorry to jump in here, but do you happen to have purchased the extended version history add-on that's available to Plus users at the moment?

If so, that's most likely the reason why you're unable to upgrade to the Professional plan. 

Let me know if that's not the case!

[Xeri]

I did have it, so I just tried to cancel, but ran into an issue: it won't let me cancel right away. I can schedule the cancellation, but it won't go through until my renewal date. The issue with this is that this forces me to wait until the renewal date to actually remove it, and that requires me to wait until renewal to upgrade, and since upgrading necessarily happens after, I would essentially be charged twice in one month, once for each plan (so, $35 USD: once for plus and one for pro). If I could remove the extension and upgrade right now, then this would not happen and I would save myself $15. I doubt I need to explain why I have a problem with all this. It's basic math.

[Megan]

Hi @Xeri, how are you today? 

Would it be okay for me to send you an email, in order for us to have a closer look into this? 

Let me know!

[Scott Graham]

I am trying to upgrade my account from a legacy (very old) "Dropbox Plus 2GB" to a new "Professional for Individuals".

I have gone through various hoops with support, explaining in detail how I am trying to upgrade, then sending a screen video of me actually trying to upgrade, but every time I get a message saying "Can't Upgrade", no reason, just won't work.

Support have been awful, I now can't get any response, so seeing if anyone out there can help?

Cheers

Scott

[rjmassey]

I had a similar experience trying to go the other way. Still haven't managed it, but dropbox put me on a free temporary subscription while they tried to sort it out.

[Megan]

Hi @Scott Graham & @rjmassey, happy Thursday! 

You mentioned you've contacted our Support in regards to this. Would you be able to send me the ticket number in question, in order for me to locate it on our system? 

Thank you so much! Keep me posted. 

[Melou]

Hi

I am going in circles with this - two long and  useless 'live chats' who eventually told me to contact support.  Have sent them 3 messages so far as there hasn't been anyone available to chat 'live'.

Please could you tell me where you found the phone number ?

So angry as have wasted so much time.

[Xeri]

@Megan 

Sure, send the email. I sure hope it's better than the "help" other people in this thread have receive.

[Hannah]

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

Are you having issues upgrading your account to a specific plan as well? And do you also have extended version history enabled?

I've just sent you an email, @Xeri, so make sure to get back to me when you get a chance.

[Melou]

Hi Hannah 

Do you work for Dropbox ?