My payment failed and now there's nothing in my account.

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,