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lightning33's avatar
lightning33
Helpful | Level 5
3 months ago

I upgraded to Dropbox Plus via the website, but it's not reflecting on my account.

Hi there,    I recently upgraded to Dropbox Plus via the website and confirmed that the payment went through on my credit card, but somehow the account says that I only have space equivalent to D...
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  • lightning33's avatar
    lightning33
    3 months ago

    Thank you! Just to update, I receive another entry in my bank statement where Dropbox has refunded me the payment that I had paid for the failed subscription. I guess something failed somewhere during the subscription process, thus reversing the payment. Let me sign up again separately. 

kvshvl's avatar
kvshvl
Explorer | Level 3

Hi Nancy,

I'm facing this problem too. i.e. I had purchased via the website and indeed there was a 12 digit transaction ID. However when inputed at the link provided it says can't locate transaction ID, please submit a billing help request. 

Can you please raise a support ticket for me too?

Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
3 months ago

Hey kvshvl - sorry to hear about this.

 

Could you clarify when exactly you upgraded your account in the first place? 

 

Do you happen to have another Dropbox account, associated with a different email address of yours?

 

Let us know more and we'll take it from there. 

  • kvshvl's avatar
    kvshvl
    Explorer | Level 3
    3 months ago

    Upgraded at 20:32:37 on the 30th of Aug 2024
    No. As of now, I don't have another Dropbox account, associated with a different email address.

    Thanks for the quick response, Walter.

    P.S: I remember starting this account using another email ID, and then changing the email ID associated with the account. Because I still 17 odd GB of free space for promoting Dropbox to my friends.

    Oh! also, if you can answer it here, will upgrading to Dropbox Plus delete this 17 odd GB?

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      3 months ago

      I see, thanks for the additional information and clarifications kvshvl 

       

      As for the additional quota you've gained through referrals, note that those will be doubled when you upgrade to the Dropbox Plus plan (but will go back if you downgrade your account).

       

      In regards to the issue with the missing subscription now, could we reach out via email to have a further look internally? 

      • kvshvl's avatar
        kvshvl
        Explorer | Level 3
        3 months ago

        Yes, Walter 🙂

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