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Level 2

This country change isn't supported

We are trying to up date our business plan and when filling in the billing for it automatically defaults to country United States.  We change it to United Kingdom and when press complete purchase get the error message 'This Country Change Isn't Supported'.  

What does this mean and how can we pay for our dropbox please?

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Super User II

Re: This country change isn't supported

Is this a change in billing country? In other words, are you trying to change your payment method from what was used previously, and is the new payment method using a different billing country? If so, that could be the problem.

On personal accounts, you can't change the billing country on an active subscription. You need to let it expire and then you renew it using the updated payment method with the new billing country. I would imagine the same holds true for Business accounts. To be certain, you'll want to reach out to Support directly for assistance.

Open your ticket here: https://dropbox.com/support
Track your ticket here: https://dropbox.zendesk.com

Replies take approximately 1 - 3 business days with Plus, Professional and Business users getting priority (longer for Basic users). If you have a Business account that includes chat and/or phone support, those options are available in your Admin console by clicking Help.

 

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4 Replies
Super User II

Re: This country change isn't supported

Is this a change in billing country? In other words, are you trying to change your payment method from what was used previously, and is the new payment method using a different billing country? If so, that could be the problem.

On personal accounts, you can't change the billing country on an active subscription. You need to let it expire and then you renew it using the updated payment method with the new billing country. I would imagine the same holds true for Business accounts. To be certain, you'll want to reach out to Support directly for assistance.

Open your ticket here: https://dropbox.com/support
Track your ticket here: https://dropbox.zendesk.com

Replies take approximately 1 - 3 business days with Plus, Professional and Business users getting priority (longer for Basic users). If you have a Business account that includes chat and/or phone support, those options are available in your Admin console by clicking Help.

 

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Level 2

Re: This country change isn't supported

Hi Rich, 

Thanks for your reply, we haven't moved country, our business subscription ran out and for some reason the bank didn't allow the renewal through so we've been downgraded.  Now we are attempting to upgrade back to business and keep getting this error message - very frustrating.  

Can't find phone number on admin console either!

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Super User II

Re: This country change isn't supported


@Thames wrote:

Can't find phone number on admin console either!


Not all Business plans include phone support. If it's available to you, you'll find the phone number and required PIN will be listed in the console after clicking on Help on the left side of the page.

If you don't have phone support available, you'll either need to use the live chat option (when open) or submit a ticket, or maybe @Jane or another Dropboxer will see this and initiate contact internally.

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Dropboxer

Re: This country change isn't supported

Thanks for pinging me here Rich- & happy 2019
 
Since we can only look into payment-specific inquiries through our Official Support channel (i.e. we’ll need sensitive details that can’t be accessed on our Forum) Thames, I’ve made sure to run a search on our system, I’ve located your open support request & I’ve sent you a brief message there. 
 
Whenever you find some spare time, please check your inbox for my reply & I’ll make sure to promptly follow-up with you asap. I hope that this is- even slightly- helpful to you & I’ll be awaiting your next reply on our email correspondence!



Jane
Community Moderator @ Dropbox
https://dropbox.com/support


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