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

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.

Hi EvaChang, I think it would be best to contact the support team since they have more tools and steps available to troubleshoot this matter for you.

You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.

From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

Thank you for your response and for your support.

We would like to inform you that we have followed all the troubleshooting steps you suggested, including:

• Checking for antivirus, firewall, security software, proxy, and VPN
• Temporarily disabling any related security software
• Ensuring that Dropbox is not being blocked or restricted
• Resetting the Dropbox account password via dropbox.com/forgot

After completing all of the above steps, we retried the purchase process. Unfortunately, the captcha verification issue still persists, and we continue to encounter the same infinite verification loop.

At this point, the issue is preventing us from completing the Dropbox Business subscription and is seriously impacting our business operations, as our team needs this account to proceed with ongoing work.

Could you please advise on the next steps, or escalate this case to the appropriate billing or technical team for further investigation? We would also appreciate it if the purchase could be assisted or processed directly on your side, if possible.

Please let us know if you need any additional information from us. We are happy to cooperate immediately.

Thank you very much for your continued support. We look forward to your reply.

Kind regards,
Eva Chang

Hi again, Eva.

I just wanted to remind you that since you're already in contact with the specialists in our support team, there's not much else we can do for you here on the Community.

I completely understand where you're coming from, and hopefully your issue will get resolved soon.

Just make sure to follow up with them with anything they request on your email chain.