Upgrade account, paid but not upgraded

[Claudia123]

I upgraded my account to a Plus account. I used the Dropbox website and paid directly for a full year, but my account hasn't been upgraded. I also haven't received a confirmation e-mail. What to do?

[AngelaS238]

For me exact the same, can't find any information. And still getting the offers to upgrade.

[Claudia123 · Accepted solution]

Meanwhile, I also created a ticket. I must say, the response time was impressive. Within 10 minutes someone replied to the ticket.

In the end I made three purchases:

• I made two purchases which didn't upgrade my account. The customer support could see both purchases in the system. They also saw the transactions were denied, so they will be refunded automatically. I guess the iDeal payment option doesn't work well.
• The third purchase was made with a credit card without any problems.

Maybe this answer will help someone else 🙂 

[AngelaS238]

Oh really? I paid with iDeal and saw the debit transaction. Were did you asked, because I cant find where you can contact Dropbox directly. Thanks!

[NawafQ8]

Hi,
Just few minutes ago I payed for the upgrade but the account still asking me to pay ?!! What the problem? Please need assistance or I need my Money back

[Megan]

Hi @NawafQ8, let's look into this! 

Do you have a transaction ID on your end? If so, can you use it in order to locate the account the charge is coming from? 

Just to make sure you didn't upgrade the wrong account. Thanks a bunch! 

[NawafQ8]

It's been 24 hours now with nobody had replied to me is my money's gone? Because I may cancel the whole account

[Megan]

Hi @NawafQ8, let's look into this.

Did you try opening a support ticket you mean? If so, can you reply back and let me know your ticket number reference, so I can locate it on our system? 

Thanks!

[Marie-K]

Hi!

I have the same problem. Updated to Plus (monthly) in my webbrowser and paid with iDeal. In my bank account I can see that the money is transferred. However, my dropbox is not updated to Plus and is still saying my storage is full and I need to upgrade. I also didn't receive an invoice or receipt or an email about this. 

What to do?

[Megan]

Hey there, @Marie-K, I hope you're doing well!

Do you have a 12 character alphanumeric transaction ID in your bank's info? If so, you can search and locate the charge, using our self-serve look-up tool. 

Let me know what you find!