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Solved
'We couldn’t process your payment' error when trying to update my billing info
Dropbox Plan: Plus
Payment Method: Card
Today, dropbox sent me the following message: “Romanos, we couldn’t process your payment. Update your billing information now before you lose access”.
Indeed, I have found that dropbox has not debited the amount owed from my bank card for February and they claim that they are unable to do so.
They asked me to update my payment details, but every time I try to do so, I get the following error message: “Error in call to API function /2/checkout/update_billing_info”.
However, the problem does not lie on my side. In other words, my bank card is active and capable of online transactions, while the bank I contacted does not recognize any problem on its side. In other words, there has been no call from dropbox to pay my monthly subscription for February.
Does anyone know what might be happening?
Hi Romanos, thanks for bringing this to our attention.
Let's get right to it; can you try to update your billing info again, but from a different browser or a private browsing/incognito window, to see if it helps?
If it doesn't help, and if it's a possibility, please try a different payment method as well (e.g. PayPal) to see if that makes a difference.
Keep me posted with the results and we'll go from there.
2 Replies
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- Hannah
Dropbox Community Moderator
Hi Romanos, thanks for bringing this to our attention.
Let's get right to it; can you try to update your billing info again, but from a different browser or a private browsing/incognito window, to see if it helps?
If it doesn't help, and if it's a possibility, please try a different payment method as well (e.g. PayPal) to see if that makes a difference.
Keep me posted with the results and we'll go from there.
Thank you very much for your reply!
In the end, I managed to update my payment method via PayPal, which I authorized to withdraw money directly from my bank account.
Unfortunately, I was unable to do this by entering my credit card details directly. Every time I tried to do this, I received the following error message: Error in call to API function /2/checkout/update_billing_info: The payment has been refused. Contact your bank to enable the card for online use and/or re-enter the correct card details again.
In any case, the problem was solved this way. I hope other friends don't have the same problem, so it would be a good idea for Dropbox to check if there is a bug in its connections to customers' credit cards.
