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

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Walter
Dropbox Community Moderator
3 years ago
Hey Catalyst-of-Awesomeness, sorry to hear you're having issues with this.

May I ask if you've tried an alternative payment method to upgrade your account?

Can you maybe send us a full-page screenshot of the last page you can get so that we can have a visual too?

Thanks so much!
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago
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.
Jay
Dropbox Community Moderator
3 years ago
Hi Catalyst-of-Awesomeness, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains and preventing the upgrade from going through?
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago
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!!
Jay
Dropbox Community Moderator
3 years ago
What account is your plan on currently according to this page?

Do you see any recent or attempted payments here?
Norfolk VHF
Helpful | Level 6
3 years ago
If this is phishing, they don't want you to think you have paid, because then you would expect it to show up on DB. Check your bank to ascertain that no money went out. I would change my password to be safe. If you can't do that, be in touch with Support from within DB.
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago

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.