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My payment failed and now there's nothing in my account.
I had a plusplan but the payment failed and now there's nothing in my account. If I pay again, do I get my files back? I need that guaranteed before I pay - how can I find out?
Hi again Megan,
Was me making a mistake all along and now it works - phew!
Thanks for your help!
Our team is currently operating in Vietnam, while the company owner and billing account holder is a Taiwanese national, and the credit card used for payment is a valid Taiwan-issued credit card under the company owner’s name.
During the payment process, the system requires us to complete five human verification puzzles to confirm that the user is a real person. Each time, all five puzzles are completed correctly, and the screen clearly shows that the verification has been successfully passed.
However, immediately after this confirmation, the system displays a message stating that the verification has not been completed and redirects us back to the same verification step. Although we successfully complete the human verification puzzle each time, the system keeps looping back and indicates that it has not been completed. As a result, we are unable to proceed with the payment at all. This appears to be a session or verification issue within the billing flow.
We suspect this may be related to IP location differences, as the account is being accessed from Vietnam while the billing card and account owner are based in Taiwan. However, this is a legitimate business account, and we are fully willing and ready to complete the payment.
At the moment, all of our team’s work data is stored on Dropbox, and this issue is already impacting our daily work progress, as we are unable to complete the renewal and proceed with the purchase.
For your reference, we have attached a screen recording video in this email that clearly demonstrates the issue, including the successful completion of all five human verification puzzles and the system looping back without allowing us to continue with payment.
We would greatly appreciate your urgent assistance in resolving this issue, or your guidance on an alternative way to complete the payment (such as manual billing or verification), so that our work is not further affected.
Please let us know if you require any additional information from our side.
Thank you very much
Dear Dropbox Support Team,
We are writing to report an issue encountered while attempting to purchase a Dropbox Business subscription using monthly billing.
During the payment process, we are repeatedly asked to complete a human verification (captcha) that involves matching dice numbers and calculating sums. Each verification session contains five questions, and all five questions are completed successfully every time. The screen clearly shows that the human verification has been completed successfully.
However, immediately after that, the system displays another message indicating that the human verification failed, and the process restarts again. This results in an infinite loop, and we are unable to proceed with the purchase, despite the screen confirming successful verification.
To troubleshoot, we have already:
• Tried purchasing in incognito / private browsing mode
• Cleared browser cache and cookies
• Followed all recommended steps provided by your help documentationUnfortunately, the issue persists.
We have attached two screenshots (in Chinese) that clearly show:
1. The verification questions completed successfully
2. The system then indicating verification failure afterwardThis matter is urgent, as we need to purchase the plan as soon as possible. Our team currently consists of six users, and we intend to subscribe to the monthly plan.
Could you please advise us on how to resolve this issue, or assist us directly with completing the subscription purchase?
Thank you very much for your prompt support. We look forward to your guidance.
Best regards,
- Hannah
Dropbox Community Moderator
Sorry to see that you're having this issue, EvaChang.
I've located your ticket with our support team in our system, passed your comments along and raised its priority.
Hopefully, they'll be able to help you resolve this issue the soonest possible.
In the meantime, if you need anything else, please let us know.
