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

Hey AnnicaP​, welcome to our Community! 

When were you last charged for the Dropbox Plus plan, and also when was the last time that you accessed the account? 

I'm asking because if the account was downgraded to Basic, and inactive for some time then it might have been deleted. In that case you wouldn't be able to recover your content.

If you're still paying for the account, then is it possible that you're accessing the wrong Dropbox account hence you can't locate your files? If you have the relevant charge, you can always use our self-serve look up tool in order to double check if the Dropbox account you're accessing is the same one as the one you're paying for. 

Keep me posted, and we'll take it from there! 

I was last charged march 2024 (payed annually) but really don't know when I last accessed the account. I had it set up to upload automatically so didn't notice anything was wrong until the other week. 

Hey AnnicaP​!

Do you have any Dropbox-related emails informing you about your account being deleted, or anything relevant? 

Also, do you have any other older connected devices that you can use to check if the email address is the same as the account you're currently accessing?

What does your events page show? This page gives you an overview of all activity in your account, so if it looks empty it might be a new account you're looking at. 

Hi Megan,

No emails about the account being deleted - just about payment failing. 

And unfortunately I changed phones and don't have the old one left any more - and that's when I realized it wasn't working any more. 

But, yes, it's the same email as the account I'm currently accessing.  

On the Events page it simply shows me adding the app recently and using the forum now.  

Awesome news AnnicaP! 😉

Happy to see that your issue is now resolved!

If you need anything else, we'll be one post away. 

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 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,

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.

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