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laniiseee's avatar
laniiseee
Explorer | Level 4
6 months ago

I'm on Basic, even though I'm being billed by iTunes, and I can't upgrade via the website either

so for starters my subscription is done through itunes/the app store. i keep getting emails that they are renewing and making me pay for the subscription but when i go into the dropbox app, it doesn’t show that i have a subscription. in the contact
support and billing through the dropbox website, I am able to enter my credit card info but unable to select the purchase button. i have a small red rectangle at the top that gives an error message and says to refresh browser or contact customer support. i’m not sure what else to do. and my latest payment made was june 4, 2024 but it doesn’t show up on my billing on the dropbox website.

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  • Megan's avatar
    Megan
    6 months ago

    Hi laniiseee, let's see what we can find on this!

     

    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!

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    6 months ago

    Hey laniiseee! Thanks for posting about this here. 

     

    First off, is the error message you mention present on a different browser/incognito mode? 

     

    As for your Dropbox account, does it appear to be Basic here, as well?

     

    If yes, is it possible you’re being charged for another Dropbox account linked to a different email address? 

     

    Let me know, and we can check this further.

    • laniiseee's avatar
      laniiseee
      Explorer | Level 4
      6 months ago
      thankyou for replying!
      the error message i mentioned is still present on a different browser/incognito mode. 😞

      i clicked on the link you gave and my Dropbox account is Basic there as well

      so when i try to resubscribe through the app, it tells me i am unable to upgrade, it says
      “It looks like you're paying for another Dropbox account with this Apple ID.
      You're unable to upgrade in the app at this time, but visit dropbox.com/
      support for more help.” but no other apple id is using the same card or anything from my understanding .
      • Rich's avatar
        Rich
        Icon for Super User II rankSuper User II
        6 months ago
        laniiseee wrote:
        ... it says “It looks like you're paying for another Dropbox account with this Apple ID.

        Does the email address on your Dropbox account (shown on this page) match the email address that you use for your Apple ID?

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