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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GraniteConsulting
Helpful | Level 5
2 years ago
Hi Nancy. I was only offered to come here and post. I was not offered a support ticket. The issue has not been addressed.
Trying to upgrade from basic to Family.
All browers tried (3) are up to date and extensions were not the issue.
HELP!
GraniteConsulting
Helpful | Level 5
2 years ago
Need to upgrade and I keep getting the same error code. "Something went wrong. Please refresh the page or contact customer support"
I was sent here to find the answer and to post about it. I'm concerned you'll dump the files because it needs an upgrade to handle the volume of files.
It was requested I do the following:
Refresh page: did nothing
Change browser (safari, chrome and edge were all tried): did nothing
Incognito window (in all 3 browsers above): did nothing
Clear cache: did nothing
Clear browsing history: did nothing
At a loss and need this account upgraded.
Trying to upgrade from Basic to Family. I had family, it expired and now it won't let me renew.
Desperate for help.
GraniteConsulting
Helpful | Level 5
2 years ago
All 3 browsers tried were up to date, I tried again today and it's showing the same error message. 3 browsers, incognito, 2 devices, and the same error message across the board. HELP.
Hannah
Dropbox Community Moderator
2 years ago
Thanks for the additional info and screenshots, GraniteConsulting.

Can we send you an email, so we can look further into this?
GraniteConsulting
Helpful | Level 5
2 years ago
Yes. Are you able to see the email address on the account? Or do I have to leave it here on a community page?
Megan
Dropbox Community Moderator
2 years ago
No need to post your email on a public forum GraniteConsulting.

I just sent an email to your Community-linked email address. I'll see you there, cheers!
KSBilly
Explorer | Level 3
2 years ago
I have got the same problem too.
May anyone please help me?
Sales chat tells me to create another dropbox account and transfter the files from my original account. Do I need to do that?
Nancy
Dropbox Community Moderator
2 years ago
KSBilly, can you let me know what troubleshooting steps you’ve tried so far? Have you switched browsers, checked via incognito window, tested this with a different payment method (if applicable)?
KSBilly
Explorer | Level 3
2 years ago
Yes. I tried with another browser and tried to resubscribe but same warning "something went wrong, please refresh or contact support" appeared and I cannot make any payment.
Walter
Dropbox Community Moderator
2 years ago
Hey KSBilly - sorry to jump in here, but could you send us a screenshot of the exact error you're getting so that we can have a visual too?

Also, would it be OK if we reached out via email to have a further look internally?