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, but the black box is spinning and the submit button is grey and there is a pop-up that says 'Something went wrong. Please refresh.' I was direct here when the support request by email only allowed for cancellations or refunds, which seemed to mystify the person advising me via chat.

This is what it looks like when I am trying to upgrade the account. I do see it says it has stopped syncing.When I click the BLUE box to choose that plan it goes to the next page and this pops upand box on the right just keeps spinning... like the page is loading... for HOURS ANd, this grey 'Purchase' box never becomes blue and available to click after I enter payment info.

It never gets to accepting payment ANY method, so it's not related to that. See the screenshot: -This is what happens the moment I choose a plan and it moved to the payment page. -The box on the right will spin for hours and the window at the top says, "Something went wrong. Please refresh the page or contact customer support." -You can see the purchase box is greyed out and 'locked.' It stays that way after entering multiple cards or choosing PayPal. -Nothing changes it. There is NO option to move forward.

It did occur to me that it could be my VPN, which I turned off and retried with no change. Then I tested the other accounts I manage. It is not having this problem on ANY of the other dropbox accounts I manage. The others are available to process my payment and not pop up telling me something went wrong. It is just on this one account. Why is there not a better tech support system in place for this service? I AM TRYING TO PAY YOU!!

There are no payment attempts. It never gets that far along. Apparently, there is no actual support at DB because sending me here for this conversation was their solution.

Understood about the Phishers and will head advice to update PW. It's good to hear there is an actual avenue to get support.Can you tell me how you got there?

Something went wrong message when trying to pay for upgrade

121 Replies

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dstula
Explorer | Level 4
3 years ago
Exactly the same problem. I am unable to upgrade to Plus, it won't let me pay, it won't show the upgrade price. Everything works until I log in, once I log in it gives an error. When I choose to upgrade to Essentials it works. When I want to use the offered discount on Plus, it does not work. Two days ago it worked but not anymore. No matter what browser, computer or whatever I use. What shall I do?
Megan
Dropbox Community Moderator
3 years ago
Hi dstula, welcome to our Community!

Just to clarify: do you use a paid, or free plan at the moment? You can see more about this here.

Let me know more, and we'll take it from there!
dstula
Explorer | Level 4
3 years ago
I use free plan at the moment.
Megan
Dropbox Community Moderator
3 years ago
Hi dstula, in this case, can I send you an email, in order for us to have a closer look into this?
dstula
Explorer | Level 4
3 years ago
Yes
Jay
Dropbox Community Moderator
3 years ago
Hi dstula, I've sent you an email, please could you reply to it when you get a chance!
Sangwoo Sim
Explorer | Level 3
3 years ago
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.". I am aware that many were suffering from this and nothing helps me like trying new browser or in cognito sth. It's funny that I was able to get support from chat like 10 mins ago and not I am left alone having to write at the community! On the mobile (apple) the subscription works but only provides monthly purchase so I would like to do things on the desktop.
Rich
Super User II
3 years ago
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.".

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.
Sangwoo Sim
Explorer | Level 3
3 years ago
I cancelled my subscription through Apple and I am basic right now. It's like the million symptom people suffering when you google "Sth went wrong ...."
Rich
Super User II
3 years ago
Sangwoo Sim wrote:
I cancelled my subscription through Apple and I am basic right now.

Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropbox.com/support/billing-issues