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Forum Discussion

kmiller_gemini's avatar
kmiller_gemini
New member | Level 2
2 years ago

I upgraded my account, but the transaction is stuck as pending

I've upgraded to Dropbox Plus via the browser web app (on desktop). The charge hit my account. The transaction is stuck in pending on the Dropbox side and I cannot upload more files. I really n...
billing
Payments
Plans
upgrades
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi @kmiller_gemini, thanks for bringing this to our attention.

 

Do you see any confirmed payments (with an invoice and receipt) on this page on your account?

This will help me to assist further!

  • kmiller_gemini's avatar
    kmiller_gemini
    New member | Level 2
    2 years ago

    There's a pending payment. Clicking on invoice just opens the same page in another tab.

    The payment has already hit my account. After upgrading there was an error at the top of the page saying the 'Something went wrong with this experience' - or something to that effect.

    Probably an issue with a payment completion webhook on your your backend. Please fix my account.

    • Megan's avatar
      Megan
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      2 years ago

      Hi kmiller_gemini!

       

      If the payment is in a pending state, could it be due to your bank? You might need to check on their end too.

       

      In any case, I suggest that you contact our Support directly for this, since they have access to account-specific info and more visibility on their end. 

       

      You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

       

      Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

       

      Let me know more! 

      • kmiller_gemini's avatar
        kmiller_gemini
        New member | Level 2
        2 years ago

        Ticket number is 24164282

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