Something went wrong message when trying to pay for upgrade

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!