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Forum Discussion

Catalyst-of-Awesomeness's avatar
Catalyst-of-Awesomeness
Helpful | Level 6
4 years ago

Something went wrong message when trying to pay for upgrade

I have been directed to seek your help paying for an upgrade on my account.   I get the same error no matter what computer, or browser (even incognito). It allows me to enter all my payment info, ...
Dropbox Plus
Payments
Plans
upgrades
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

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?

abhishek anand's avatar
abhishek anand
Explorer | Level 4
3 years ago

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.

  • rawas999's avatar
    rawas999
    Explorer | Level 3
    3 years ago

    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.

  • abhishek anand's avatar
    abhishek anand
    Explorer | Level 4
    3 years ago

    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.

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