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Forum Discussion
Paid for a subscription but haven't received the storage.
Hi there,
I just purchased a subscription, but the storage hasn't increased yet. I see the transaction in my bank and while plan page at Dropbox.com shows that I have the Plus active, yet no storage has been applied nor I can contact support via chat.
Please help
Thanks in advance
- Megan
Dropbox Staff
Hi Advt27, thanks for bringing this to our attention.
Are you able to see any payments on your account from this page?
Did you originally upgrade via the Dropbox site or the mobile app? On your bank statement, were you charged by Dropbox, iTunes, or Google Play?
If you could send me a screenshot from your account's plan page, I'd love to have a visual too.
This will help me to assist further!
Hey Megan,
Thanks for your response.
I upgraded to the Professional plan from Plus and the issue was fixed. I couldn't wait to troubleshoot that as I was in a bit of a rush making space in my hard drive. I I have sheduled a downgrade to go back to Plus next month so no biggie there. I dont know what was triggering the issue there. Fyi I upgraded directly from dropbox.com, my statment is showing both charges of the Plus monthly $11.99 and the balance to Pro $8.00 by Dropbox.
Here is the screenshot, hopefully it helps you on your next case.
Not sure if you can help me with a refund of the Pro plan and downgrade it back to Plus immediately would be great, if not no worries.
- Hannah
Hey Advt27, I'm glad to see the issue was resolved, even if not in the most ideal way and thanks for sharing your experience.
If you have any billing related requests, I'd suggest reaching out to our support team directly, since you're now on a paid plan.
But if you have any other questions, feel free to let us know!
Hi Hannah, I have a similar question. I opened a document shared with me via dropbox, it opened my former basis dropbox account, but last august I paid for a professional account. I can't acces my work folders any more, because they are too big for a basic account. I can see the payment of last August in my bank, but the transaction number has 16 digits instead of the 12 digits the chatbox is askink me for. I hope you can help me because I can'y use the normal support route, because it says I have a basic free account.
same problem here. purchased 2 hrs ago 14 febr 2025. still on 2GB instead of paid for 2000gb.
- Walter
Hey steenmanbj - sorry to hear about this.
Did you upgrade through the website directly or via the app store on a mobile device in the first place?
What's reported in your plan tab at the moment by the way?
Hi Nancy, thank you for jumping in. No, that is what makes it curious. I do not use an other mailadress for my dropbox. I can give you my transaction number if that helps?
