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Forum Discussion

PixiePassion's avatar
PixiePassion
Explorer | Level 4
4 years ago

Upgrade Not Working

Aloha! I paid $11.99 to upgrade to Plus and it says my account isn’t eligible when I log into it because it was already upgraded but I still have the basic account!! This is so **bleep** frustrating!...
Billing
Plans
upgrades
Belvdb's avatar
Belvdb
Explorer | Level 4
I have the same problem. The payment has been done.
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
3 years ago

Hey Belvdb, sorry to hear you're having issues with this.

 

Could you clarify if you upgraded your account through the app store on a mobile device or via our website directly?

 

What is reported in your account's plan tab exactly?

  • Belvdb's avatar
    Belvdb
    Explorer | Level 4
    3 years ago
    I did it via the app on my computer. It said “upgrade” in the right corner of my Mac. And it redirected me to the website. In my account tab it says that I have a “basic” account.
    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      3 years ago

      Thanks for clarifying that Belvdb - most appreciated!

       

      Since you upgraded through our website, you could use our self-serve look up tool to identify the email address that's associated with the charge for your upgrade.

       

      Is it an exact match with the one you see on your settings online?

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