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YL gmail's avatar
YL gmail
New member | Level 2
2 years ago
Solved

Subscription paid but not recognised

I paid for one year’s subscription of Dropbox Plus on 27 May through Apple Pay (but my card was only charged on 31 May). I saw on my Dropbox account that it has been upgraded, with a pop-up message th...
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  • Megan's avatar
    Megan
    2 years ago

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

     

    When you visit your plan page here, which subscription do you see there? 

     

    Also, can you please clarify if you have two Dropbox accounts linked to two different emails? Since you're using an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

    Let me know more!

Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
2 years ago

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

 

When you visit your plan page here, which subscription do you see there? 

 

Also, can you please clarify if you have two Dropbox accounts linked to two different emails? Since you're using an iOS device, can you open the Dropbox app, tap on 'account', then on the gear icon and then on 'restore purchase', to see if that helps?

Let me know more!

YL gmail's avatar
YL gmail
New member | Level 2
2 years ago
Hi Megan,

Thanks! I tapped “restore purchase” under my account settings and the subscription paid appears again.

I wonder why this needs to be done. How come the purchased subscription disappeared?

I am concerned whether I will be charged again - hope not.

Thanks again!

  • YL gmail's avatar
    YL gmail
    New member | Level 2
    2 years ago
    Hang on, I returned to my Dropbox app just now and saw that the paid subscription has disappeared again!! How can that happen? Can Dropbox team do something to fix this?

    I then went to my account settings and tapped “restore purchase” again. My subscription appears again but having to do this is annoying. Btw, I received an email from Dropbox confirming receipt of payment after I did “restore purchase” the first time. How can the subscription disappeared after that? Could the Dropbox team really look into this? I’ve seen posts with similar problems in the past but this is still happening. Please fix it.
    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      No worries, YL gmail!

       

      I just sent you an email, in order for us to have a closer look into this! 

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