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Catalyst-of-Awesomeness's avatar
Catalyst-of-Awesomeness
Helpful | Level 6
3 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, 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.
Dropbox Plus
Payments
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upgrades

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

    Turki Al Nassib,

     

    When they emailed me directly from service, they found that the account had been processed through iTunes or ApplePay and was hung up there.  

     

    I was not able to access this page (https://www.dropbox.com/support) while it was locked up, but I am sharing it with you because I can see now how it would get me to the support process sooner.

     

    It should look like this if you click you want to email support.

     

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Not to worry Turki Al Nassib, I just sent you an email, so we can look into this.

     

    Just make sure to get back to me, when you get a chance!

  • Turki Al Nassib's avatar
    Turki Al Nassib
    Explorer | Level 4
    3 years ago

    the problem is still the same.

    I already emailed the support team and tell now no solve

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Turki Al Nassib, sorry to hear you're still having issues with this.

     

    Could you share your ticket ID in order to look it up in our system? 

     

    Also, I can see that Hannah also sent you an email. Did you get the chance to check your email's inbox for her message?

  • Ruth_Angel's avatar
    Ruth_Angel
    New member | Level 2
    3 years ago

    I am having this exact same issue.  I've done all the usual tricks already mentioned here and nothing.  PLEASE HELP!

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Ruth_Angel, sorry to hear you're having issues with this.

     

    Since you've already done some troubleshooting and this persists, would it be OK if we reached out via email to investigate further? 

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Sure thing Ruth_Angel - you've got :envelope:

     

    Whenever you get the chance, please have a look at your email's inbox and we'll take it from there.

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