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Forum Discussion

Neda_Ivanova's avatar
Neda_Ivanova
Explorer | Level 4
4 years ago

Can't update billing information, I get an error message

My plan has been downgraded to basic for some reason, and I can't update my billing information. I enter all my card details, but then get an error message when trying to verify the card saying "This...
Dropbox Plus
Payments
Plans
upgrades
Web
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

Hi Neda_Ivanova, thanks for bringing this to our attention.

 

Currently, we're not experiencing any upgrade issues on the site or mobile app. 

 

Are you using your device on the same network connection? Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

 

Have you tried upgrading via another network entirely?

 

This will help me to assist further!
 

Neda_Ivanova's avatar
Neda_Ivanova
Explorer | Level 4
4 years ago

Hi, thank you for getting back to me. I tried using the mobile network on my phone also and the same thing happens. I'm not using a VPN or proxy, I have an antivirus program only (on m laptop) 

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    It does still sound like there's an issue with connecting to the specific Dropbox page for payments. 

     

    Could you try using a different computer network entirely (not via your mobile device) to see if you're able to upgrade your account?

    • Neda_Ivanova's avatar
      Neda_Ivanova
      Explorer | Level 4
      4 years ago

      I've tried two different networks over the weekend and I get the same error. 

    • Neda_Ivanova's avatar
      Neda_Ivanova
      Explorer | Level 4
      4 years ago

      Also, I tried to pay with PayPal with my card linked to it instead, and this time I just get a message saying "Something went wrong" and it resets me to the same page. 

       

      I need a dropbox account for work. Is there a way to get this fixed soon?

       

      • Nancy's avatar
        Nancy
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        4 years ago

        Hey Neda_Ivanova, sorry for jumping in. 

         

        I’ve just logged a ticket for you, so that we can take a closer look into this.

         

        Please reply back to me, when possible.

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