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Forum Discussion
We can't re-upgrade our plan because the payment page is broken and keeps refreshing.
Hi, hopefuly someone here can help as so far I have had a 30 email chain with support and no closer to solving the issue.
We had a business account and needed to reduce the amount of team members....we did this but it downgraded us to only 1 team member and a basic account. For over a month now i have been trying to UPGRADE and PAY for a business account but the payment page just refreshes and doent do anything....it just shows the summary of the buy but it doesnt charge us or let us upgrade. I have tried on diff browsers, computers, different methods of payment and even in different countries and no use the payment link doesnt work. Nor does all the new links that DB send us for payment. Has anyone else experieced this? very frustrating as we cannot talk to areal person even when trying to upgrade and pay them.
8 Replies
- Nancy
Dropbox Community Moderator
I’m sorry to hear about this, Large Minority.
Can you please send me any ticket numbers you may have, so that I can look into your support convos and see what else we can do?
Let me know when you’re ready.
dkm1Dropbox Product Manager
I’m sorry to hear about this, Large Minority.
Can you please let me know- What are u trying to upgrade to? Are you trying to go a different plan or just adding licenses ?
- Also where are u accessing the upgrade from? Can u share the URL of the page.
SUPPORT NUMBER - #24591545/ #24636463 - not sure which is more conclusive.
We are trying to upgrade to Business Plan
trying to upgrade to business plan
We have done this direct from our page when it asks us to upgrade. We have also tried the different links the support team sent which also do not work. It is getting ridiculous and if not sorted this week we will be moving everything to a different provider.
https://www.dropbox.com/planshttp://www.dropbox.com/business/buy%20
- Nancy
Thank you for the ticket numbers, Large Minority, and for your continued patience.
I can see that one of our advanced support agents has reached back to you in one of the tickets you provided; can you please check their reply and respond to them?
They have replied but still no success.. we have not been able to sort this out for over 6 weeks now..
Hi Nancy, The response was unhelpful and obviously ignored the thread of conversation we have had with Simon. Is there not someone who can call us to help us with payment?
- Nancy
Hey there! I’ve gone through your convo with Simon once again and I can see his latest reply and the workaround he’s provided.
However, since he’s also mentioned that this is something looked at by our advanced specialists, I’m afraid there’s not much more than I can provide here, as this is a public forum on which we don’t have any account visibility.
Please rest assured that as soon as our advanced agent has more updates, he’ll let you know in the same email thread (it’s not currently possible to contact the advanced team via phone unfortunately).
