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?

[Fadyrizk]

Hi all, hope all is well, I have subscribed to both plus and professional and my profile haven’t been upgraded yet, any suggestions please

[Hannah]

Hey @Fadyrizk, thanks for bringing this to our attention.

Did you upgrade your account through the Dropbox app on your mobile device (through iTunes/GooglePlay) or directly through our website?

[Fady Rizk]

Hi Hannah, thanks for your prompt response, I did it though the app, I actually did it with another email and the same thing happened, I ended up paying for more than 3 subscriptions without getting upgraded!

[Jay]

Hi @fady Rizk, as this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

[mnabilnuryassin]

Hi,

I have subscribed to the Dropbox application on PlayStore for several months, but 1 month ago I forgot to pay for the subscription (subscription stopped for 1 month), then I paid for it this month. The payment was successful, I checked via email and it was confirmed that the payment was successful, I checked on the playstore subscription and the dropbox application is already active, but in playstore "Budget & Order History" there is still no history of my dropbox payments, and most importantly my Dropbox is still not upgraded be plus.
What do I have to do? I've been waiting 9 days but my dropbox app is still not upgraded

[Nancy]

Hey @mnabilnuryassin! 

Did you also check your bank statement and the transaction seems to be complete there? Is it still in a pending state perhaps? 

Do you have another Play Store account, by any chance, from which you upgraded your Dropbox account?

[mnabilnuryassin]

The financial application that I use is Gopay from Gojek, previously I topped up my Gopay balance first and then used it as a dropbox payment method, the Gopay transaction history was successful, and I checked Playstore -> "Payments and subscriptions" -> "Subscriptions" and there my dropbox was active and the next payment was February 1, 2023. However, on Playstore -> "Payments and subscriptions" -> "Budget and History" the dropbox payment history was not written (so I couldn't ask for a refund). I have another playstore account but I've made sure I'm not mistaken. Until now my dropbox status is still Basic.

[Nancy]

Thanks for checking, @mnabilnuryassin.

Do you happen to have any other Dropbox accounts linked to a different email address?

[zorrobyte]

How did you open a ticket?