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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Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago
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 up
and 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.
Norfolk VHF
Helpful | Level 6
3 years ago
I have certainly had honest-to-God support at DB myself.
Phishers will often sit on their data and wait until you have forgotten about the matter to strike. If you have no confirmation yet from IT that they sent you that bill, I would still change my password from within DB.
Hannah
Dropbox Community Moderator
3 years ago
Hey Catalyst-of-Awesomeness, thanks for all this info.

Can we reach out to you via email, so we can investigate on this internally?
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago

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?
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago
yes.
that would be great
Walter
Dropbox Community Moderator
3 years ago
No worries Catalyst-of-Awesomeness -- I just send you an email to investigate further.

At your convenience, please take a look at your email's inbox and we'll take it from there.
Turki Al Nassib
Explorer | Level 4
3 years ago
I have same this problem.
Please i need help ?
Hannah
Dropbox Community Moderator
3 years ago
Hey Turki Al Nassib, sorry to see you're having trouble with this as well.

Just to make sure, have you tried to upgrade using a different browser or a private browsing window?

How about with a different card or PayPal, if that's a possibility?
Turki Al Nassib
Explorer | Level 4
3 years ago
I tried all of this . Broblem still same
Jay
Dropbox Community Moderator
3 years ago
Hi Turki Al Nassib, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?