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keikokumagai's avatar
keikokumagai
New member | Level 2
3 years ago

Upgraded Plan Not Reflected

My co-worker upgraded my 2GB personal account to a 1TB account. She submitted the payment. However, my account is still showing only 2GB. I have logged out, restarted my computer, etc., and it does n...
Payments
Plans
Storage space
upgrades
  • Megan's avatar
    Megan
    3 years ago

    Hope you're doing well, MCSquared22.

     

    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.
     

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
Hi keikokumagai, thanks for contacting us!

There isn't a 1 TB plan any more, as Dropbox Plus is now a 2 TB plan.

Could you confirm that you're definitely not on a Plus plan by checking out this page on your account?

This will help me to assist further!
keikokumagai's avatar
keikokumagai
New member | Level 2
3 years ago
Hi Jay, I mistakenly said my account was updated to 1 TB--you're right, it was 2 TB. I received an email from DB on 12/2 saying payment was received and my account has been upgraded to 2 TB (Transaction ID: [Removed as per Community Guidelines]). The upgrade did NOT happen, so can you please make sure the charge of $11.99 did not go through?
 
My colleague upgraded my account again to 2 TB today (Transaction ID: [Removed as per Community Guidelines]), and this time, the upgrade actually went through. Please let your tech dept know about this problem. It caused a lot of wasted time on our end trying to solve the issue. Thanks.
  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago
    Do you see the payment on your account here with a confirmed receipt? If so, the upgrade should appear on the plan page.

    You can also use the card lookup tool to see if the upgrade was made on another Dropbox account.
    • MCSquared22's avatar
      MCSquared22
      Explorer | Level 4
      3 years ago

      I upgraded my account and it still shows I need to upgrade and no longer have room in my folders. I have wasted weeks trying to get access. I cannot open my folders, or links others send to me via shared folders. I have uninstalled and reinstalled the app on my phone, gone thru a laborious chat with someone who said once the chat ended, I would have an email address available to write to support. Nothing showed. So now, here I am wasting MORE time on a community page trying to get my account synced so I can access my photos. This ridiculous "customer service".

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        Hi MCSquared22, let me help! 

         

        Have you followed the steps my colleague, Jay provided above on this same thread, in order to locate where the charge is coming from? 

         

        Is it possible that you have two Dropbox accounts? 

         

        Let me know!

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