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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!
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 documentation
Unfortunately, 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 afterward
This 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,
Dear Dropbox Support Team,
Thank you for your continued assistance.
We would like to emphasize that this issue is extremely urgent for us. The inability to complete the purchase of the Dropbox Business subscription is seriously impacting our company’s daily operations and team collaboration.
Our team is currently waiting for this account to be activated to proceed with essential work. If this issue continues unresolved, it will cause further disruption to our business operations. Therefore, we kindly but urgently request that this matter be treated as a priority and escalated if possible, so it can be resolved as soon as possible.
Please let us know if there is any additional information or action required from our side to help expedite the resolution. We are ready to cooperate immediately.
We would also appreciate it if you could provide an estimated timeframe for resolution, so we can plan our work accordingly.
Thank you for your understanding and support. We look forward to your prompt response.
Kind regards,
Eva Chang
- Hannah
Dropbox Community Moderator
We appreciate you taking the time to post your feedback on this, Eva.
I completely understand where you're coming from and rest assured that your comments have been passed along to our team.
There's no specific timeframe we can provide on our end, here on the Community.
Just make sure you continue to work on this issue with the support agent working on your ticket and keep an eye on the email thread with them, for a faster resolution.
