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?

[Vinculum2022]

Hi,

We have paid for Dropbox Professional on 

25/8/2022

but still our plan shows basic. 

please look into this ASAP.

[Vinculum2022]

Hi,

We paid for Dropbox Professional on 25/08/2022 but still our Plan is basic. Its not yet upgraded.

Please upgrade it ASAP.

[Jackson]

Hello @Vinculum2022, if you upgraded via the website, you can use the credit card self-serve lookup tool to find the invoice of your purchase.

On the invoice you can see the email address of the account. 

Let me know if that helps. 

[Vinculum2022]

We already have the invoice. but we want to know why our dropbox didn't got upgraded when we have paid the same. I sent you the screenshots in previous message. Thanks!

[Megan]

Hi @Vinculum2022, sorry to jump in here! 

I just sent you an email, in order to have a closer look into this. Reply back to me there, and we'll work towards a resolution together. 

Thanks! 

[adriennejdall]

I paid $166.79 Jan 22nd and I am getting emails that I need to upgrade!

It is possible it is for a different account but how do i tell?

I would have liked to talk to a real person

Thanks for the help.

Adrienne

[Rich]

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@adriennejdall wrote:

I paid $166.79 Jan 22nd and I am getting emails that I need to upgrade!

It is possible it is for a different account but how do i tell?

---

Use the credit card charge lookup tool to identify the account you're being charged for.

---

I would have liked to talk to a real person

---

Phone support is available to Business customers and is initiated via a callback in the Admin console. All others can find the support options available to them on the Support page.

If you're having a billing issue, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

[swbr]

Hello,

I've just set up a mandate on UPI for Dropbox Plus, and have made the first cycle's payment for the upgrade. I can see that my account is not getting upgraded. The chatbot doesn't have any solutions, and I'm not sure how to get in touch with their team. Is there an email id for support that I can contact?

[Megan]

Hi @swbr, thanks for posting here today!

Could you walk me through the precise steps you follow, when trying to upgrade? Are you using our website, when trying to do so? 

Let me know more! 

[swbr]

Hello! Thanks for the quick response! It looks like money was refunded last night, I'm glad. I think I'll cancel the mandate and stick to the credit card for upgrades for now.

Regarding the steps-
I received an email about my account having been downgraded to basic because of a failed payment. I clicked on the upgrade CTA from that email and was taken directly to the upgrade options page -> then the payment page. I could see my default profile picture on the top right, so assumed I must've been logged in on the browser.
Went ahead and set up a mandate using UPI for a monthly subscription. Approved the mandate, first payment went through, all went well. Except I guess the subscription was not actually associated with my email somehow. So no upgrade visible.

As I've mentioned above though, I got a refund of the amount already, thank you for that.

Note: my credit card subscription began failing every few months after the central bank here (India) introduced a bunch of merchant rules regarding recurring payments. So if the UPI payment method works properly eventually, I'd like to use that for the subscription.