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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 ownerâs 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 teamâs 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
Hannah
Dropbox Community Moderator
Dropbox Community ModeratorSorry 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.
