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Forum Discussion
I upgraded my account but it still shows as Basic
I upgrade to dropbox plus and paid for a year, but nothing changed in dropbox. It says im still using the free version and i didnt even got an email. Please help
- Nancy
Dropbox Staff
Hi Tony84, welcome to our Community!
Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails?
If you have the transaction ID that is linked to your charges, you can also take a look here.
Keep me posted for any updates! I have been charged for my subscription (my account lapsed as I had no money in the right account at the time) yet my account still shows as basic and has for 2-3 weeks. It's affecting my ability to work. How can I get this issue resolved? I'd also like a refund for the time I've not been able to use my account normally.
Cheers.
I've managed to sort it through FB chat, though have had no luck requesting my plan to start today to recoup the weeks I haven't had access. Is that something you can help with?
Cheers
- Hello, community,I am from India. I made a payment on the 13th of May towards my subscription degradation through the UPI portal. And it is not updated yet in my account and at that time I thought it might be an error and I will get a refund automatically.Now I cannot raise a query as dropbox hasn't included a UPI-based tracking system yet.I want a refund for this transaction.And Dropbox support is spinning me in circles without any conclusions to my problem.Please help me get through to a support person to raise my complaint.Please
- Megan
Hi @4Play, let's see what we can find on this!
Can you walk me through the steps and platform you followed when you tried to pay? When you say you paid using the UPI portal, can you let me know more?
If I were you, I'd also try to locate the payment, using our self-serve look-up tool right here.
Let me know the results!
I need help as I never hear anything back from support or lack there of.
- Megan
Hi Pissed off User NZ, I'd be happy to help!
Is it possible that you accidentally upgraded the wrong Dropbox account?
Have you tried using our self-serve look-up tool, in order to locate the charge, and check the email behind the account?
Keep me posted on the results!
i recently upgraded to the 2tb and it took the $11.99 out my account instantly. In the app it’s still showing i’m basic account and i even went to restore purchases and still nothing . What do i do
When I turned on my app on my iphone, it offered me a free trial for a month. I was looking to increase storage space, so I signed up and instantly my apple subscription notification let me know I'd paid £9.99 for the Dropbox subscription! Furthermore, my basic Dropbox account has not been upgraded at all and is still basic. So I have been royally ripped off. I cannot get any help via phone since it only recognises me as a basic membership!
- NancyWelcome aboard the Community, lex2!
If l get this right, you upgraded your Dropbox account via the App Store on your mobile device, but you still appear to be on Basic, right?
After buying this subscription, did you perhaps receive a receipt from Apple confirming the purchase?
If so, let me know, and we’ll take it from there.- @nancy yes i upgraded from the actual dropbox app because it told me i have no space, yes i used my card and got a receipt in my bank saying 11.99 was taken from apple and if i go in my subscriptions on my phone it shows that i have a subscription with drop and i will be charged again March 29,2022 which would be the next month since i purchased it yesterday
I upgrade to dropbox plus my personnal acount on november 11th 2021 vía Apple app store, since that i receive monthly charges throught App Store but now four months later my account chance to basic again, in the plan section indicate that suscription was cancelled on december 11th 2021 and that is incorrect. Can someone please help me?.
Just for reference i have two dropbox accounts: the personnal linked to my personnal email and the business account paid by the company where i work and linked to my business email. The company is migrating to other supplier and is made change in Dropbox.
- Megan
Hi Esprit06, let's see what we can find on this!
As a first step, could you try restoring your purchase from your Dropbox app on your Apple device, by following these steps?
In your Dropbox app, tap Account.
Tap on the gear icon at the top of your screen to access your settings.
Tap on Restore purchases, which should activate your last upgrade.
Keep me posted!
- My account said it was full so I upgraded it and after that went through successfully an error message came up that there was a problem. So now under subscriptions I have that I’ve upgraded but it still won’t let me add any videos and still shows full? No idea what to do, can someone please help me???? Thank you!!!
- MeganHey there, rmc40, let's see what we can find together about this!
Could you please look into your account's plan and get back to me with more information?
Also, can you find a charge from us in your bank account if you check it?
Let me know more!- Hi,
So it is just a basic account so when it said it was full I upgraded to the next possible option and under my subscriptions it’s listed there but still says I need more space, I’m out of space. There is no charge yet because it says I can try for 30 days and then after that I will be charged.
Your Customer Support is NONEXISTENT. I've had the hardest time upgrading my account. Now that I've paid and got back subscribed it's still showing that I am over my storage limit. I am paying for the LARGEST ACCOUNT. Dropbox has charged my card, yet its still showing that I need to upgrade. I can't even reach anyone. I have to use these stupid community forums this is absolute bull**bleep**. FIX MY **bleep** ACCOUNT IMMEDIATELY.
- Megan
Hey _illpadrino, let's see what we can find on this!
Is it possible that you maybe upgraded the wrong Dropbox account?
If I were you, I'd use our self-serve look-up tool, in order to have a closer look into this, and hopefully locate where the charge is coming from.
Can you give it a go, and let me know the results? Thanks!
Hello, I have bought 2 TB space yesterday. But, now, I am asked to increase my plan 2TB and shows that I have only 2GB. How does it happen?
- Hannah
Hey SULALDE, thanks for posting today.
Is it possible that you've upgraded a different account than the one you were planning to?
And did you upgrade through our website of through the Dropbox app on your phone?
If you upgraded through our website with your credit/debit card, you can use our lookup tool, to locate the email address of the upgraded account.
Keep me posted.
- Im trying to upgrade my plan but it keeps taking my money and not giving the upgrade?
- Megan
Hey jonny dongz , sorry to see you're having trouble.
Did you upgrade your account directly through our website or from the app on your phone? If the latter, was the payment made through iTunes or Google Play?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails?
Keep me posted!
- upgraded through phone and itunes and yes i have 2 emails 2 accounts
[personal information removed per the Community's Guidelines]
As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day! I hope that someone can help as I can't talk to Dropbox Support due to it's grayed out and only available for paid plans. My bank account also shows that it was paid and no record in my account that it was put back on a mistake or a cancelation. So, I'd like a some hard direction to continue to use my paid plan or at the very least show records of the past since April 2023. Thanks Team!!
- Rich
Super User II
Kevin Houghton wrote:
As you can see, my account was charged for another year, I got this receipt that I paid and yet I only have the basic to this day!
You likely have two accounts. Does the email address on the receipt match the email address that you're using to sign in to Dropbox?
... I can't talk to Dropbox Support due to it's grayed out and only available for paid plans.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.
Thank you for such a fast reply, I only have the one email that I've used for the last three years that is attached to Dropbox. I think someone body has miss hit the "bubble" that I have paid in full. I will use the link provided and see if this can be updated. Rich, thank you once again. Kevin
Hi, Please help!
I started with a basic plan, then upgraded to Plus for more space. The payment came out of my account but I am still on the basic plan. Not sure what to do because I can't access a live chat or get help directly from dropbox without access to my paid for subscription. There is also no payment or billing activity under my account eeek. Does anyone know how to rectify this or help with a way i can contact someone?
Many thanks in advance- Megan
Hi Jen18, thanks for posting here today!
Did you upgrade your account directly through our website or from the app on your phone? If the latter, was the payment made through iTunes or Google Play?
Also, can you please clarify if you have two Dropbox accounts linked to two different emails?
Keep me posted!
- I have paid for Dropbox plus and have proof of payment, yet have not received the upgrade?
- Hannah
Sorry to hear about this, Variable463.
How did you upgrade your account? Directly through our website or the Dropbox app on your mobile device?
- Directly through your website
