Something went wrong message when trying to pay for upgrade

Hey abhishek anand, I'm sorry to see that you're also facing this issue.

Can you send us a screenshot of the error message, while making sure your personal info is hidden?

And also, can you try to upgrade your account from another browser/private browsing window and let me know the results?

Yes. It is the same with every browser, even the phone browser. I have tried incognito as well. The payment portal just shows this message all the time and keeps refreshing. I can't even make the purchase.

Hi Everyone,

So after months of trying everything and reaching out to customer support multiple times, I finally was able to find out the source of the problem (with help of one of the tech ladies at customer support.
Last year or maybe the year before, I paid for my upgrade through my company iPhone/Itunes which apparently locked my account with them. I usually use dropbox on my personal android phone or laptop. That's why I couldn't do it again through the website or PlayStore. Basically, what I did now is just canceled it from my iPhone subsucribtion list then everything started working fine and was able to pay it again through the website. 
I hope this going to help you.

Thanks. But I have never subscribed dropbox from phone or my ipad. To be sure, I have checked subscriptions in both apple and google play accounts. There is no subscription. They had messaged me that the automated annual transaction through my card failed. I upgraded one of my other dropbox accounts. That went well. But this one gets stuck on the purchase page forever. I cannot even change the payment method. Being such a large company, this is saddening that dropbox is taking so long to fix it. Its been 2 days and I have no solution. This account is connected to my PhD data and I have my defense next month. This is very frustrating and I might consider moving to a different cloud after this experience.

Here you go. I have attached screen shots of the error. I have tried different browsers, incognito mode. All this happened because my annual debit card payment was declined by the bank. I do not know what to next. This entire thread is filled with questions but no answers. 

Yes, that was excatly what I used to see when try to upgarde my plan. Somthing else I just rembered and not sure if its going to help you or not. 

I used to have one folder shared with my wife and she use Iphone. I unlinked that folder as well but honstely, I don't think it helped me but I want to through it here so you can try as well. 

I feel your concern, I was very close to move to anothet cloud service before I solved my issue. 

Hi abhishek anand, I just sent you an email, in order for us to have a closer look into this. 

Reply back to me, as soon as possible, and we'll take it from there. 

Hi,

I'm having the same problem and have already tried the suggested solutions. Would it be possible to be contacted via email like others here?

Hi fanneyhrundh; I’m sorry to hear you’re having the same issue. 

I’ve sent you a message to the email address that’s linked to your Community profile here. Please reply back to me, when possible.

I am having the same issue. I am out of space and when I click "upgrade now" I get an error message that say "something went wrong." 

I need to upgrade my accounts ASAP to keep my files and need help with this. 

I am trying to upgrade my account back to a Plus subscription (right now I am on basic and need way more space to keep my files)  but when I get to the upgrade payment page I get the error message " something went wrong. please refresh the page or contact customer support." Unfortunately the customer support bot has been unhelpful. Can anyone help me remedy this so I can upgrade to a Plus plan ASAP? Thank you so much for any insights.

P.s. I tried it on different browsers and even in "private" browsing mode all with the same error message. I also tried it from my iPhone. 

Hey CoreyK95, sorry to see you're having trouble with this as well.

Just to make sure, have you tried to upgrade using a different card or PayPal, if that's a possibility?

Can you maybe send us a full-page screenshot of the error message you get so that we can have a visual too?

Keep me posted!

Hi Megan,

I appreciate your assistance. it does not even give me the option to change the payment. As soon as I click on the blue "upgrade now" button and am taken to the checkout page, the "something went wrong" message pops up across the top, and the grey/black square to the right just infinitely spins.

Here is a screen shot of what is occurring. You will see the error message in red across the top:

Hi CoreyK95, did you try to upgrade via the site or mobile app originally? Were you on a trial for a paid plan?

Hi Jay,

My situation is a bit complicated. I tried to upgrade via the site originally  then through my phone. Neither would let me. I even went into my iPhone subscriptions and made sure subscription was cancelled as per a suggestion from other users but that did not solve it.

Here is the series of events: 

I had a Dropbox Plus plan for $11.99/mo for quite some time now

A company I was working with accidentally added me to their team, thereby affiliating me with their business account. 

I had the admin of that company release my account back to an individual account

Upon my account being turn back into individual, it asked me to pick a plan. I chose a free trial of the 5TB plan which is not what I meant to do. I just wanted to get my Plus plan back. 

I cancelled the free trial the same day to try and sign back up for my Plus plan, however, that's when I ran into this problem.

I am concerned about losing my files, as my account has about 28 GB of files and basic only supports 2. 

Any help MUCH appreciated! 🙂

Did you upgrade to the trial on the Dropbox site or the mobile app? What does your payments page say here regarding any recent transactions?

Hi Jay,

I upgraded to the trial via the website.

Payments page only shows my last payment for this month on 8/11, but nothing since all of this happened and I tried to get my plan back. Here is a screen shot: 

Actually Jay, I am just realizing that the payments showing are from 2021, which is strange because I was recently still on a paid plan before all of this occurred. 

Hi CoreyK95, can I send you an email, in order for us to have a closer look into this? 

yes please! thank you 

Hi CoreyK95! Hope you’re doing well. 

I was about to log a ticket for you, but I can see you already have one open with our support team. In this case, I’d kindly ask you to reply back in the same email thread, so that they can further assist. 

I’ve also left them an internal message with all the info you sent us here, so that they know what you’ve tried so far.

Thank you very much! I wasn't aware a ticket had started. I appreciate you!

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Sangwoo Sim wrote:

I have been subscribing for years through apple and trying to pay them directly and get those messages - "Something went wrong. Please refresh the page or contact customer support.".

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To be clear, you're currently paying Apple for a monthly subscription, and now you're trying to pay directly to Dropbox for a yearly subscription? Do I have that right? If so, you won't be able to pay directly to Dropbox while you have an active subscription with Apple. You need to cancel your current subscription, allow the subscription to run out and downgrade back to a Basic account, then you should be able to upgrade again directly through the Dropbox website.