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Can't download invoices

Can't download invoices

BB27
Helpful | Level 5
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I'm trying to download a copy of my invoices but it's not working. Under the Billing section, where there's the list of all the invoices, if I click at the end of a listing on the three dots, it gives the option to choose Invoice or Receipt. If I click on Invoice it just loads another Billings page in another tab exactly the same as the original one,  not any invoice details. If I choose the Receipt option, the new tab opens with an Error 500 message. How can I get a copy of the invoices as I need them for tax returns?

65 Replies 65

Hannah
Dropbox Staff
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Hey @BB27, sorry to jump in here as well.

 

Just to clarify, Nancy's latest reply was for a different user she @ mentioned.

 

Also, I understand this is frustrating, but we're trying to get to the bottom of this along with you, so since you did not receive our email, please go to the page you showed us in the screenshot, without being signed in to your account.

 

Where it says "I want to look up information related to:", choose "other" from the dropdown and then just type in the email in the box underneath and continue with the submission.

 

Once the help request has been submitted, please send along the ticket number, so we can look it up.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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BB27
Helpful | Level 5
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Are you aware that it requires me to add payment details to continue with the submission? I do not want to add any payment details. 

Megan
Dropbox Staff
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Hi @BB27, the payment details are required, in order for the agent to identify the account behind the charges, and send you the correct invoices. 

 

We wouldn't be charging you for anything. 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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BB27
Helpful | Level 5
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I can give you the account email. I am after past invoices. I can not give you bank details going forward. 

Hannah
Dropbox Staff
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I'm sorry, @BB27, but this info is required for security reasons and without it, we cannot identify the account in question, even with the email address, so we can assist you further.

 

If the security of your billing details is your concern here, I assure you that your information will be completely safe.

 

But of course, it's up to you whether you'd like to provide this info or not.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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BB27
Helpful | Level 5
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You are legally required to provide me with invoices for payments I have made to yourselves.  Instead you just seem to be coming up with excuse after excuse why you aren't doing this.  I have been asking for well over a month! I don't need to give you my bank details to get previously issued invoices.  You already have my email address of my account, as every one of the messages you post here are also going to my email. Or I can give it to you again if you have issues accessing the information in your own system. Or please fix your platform so I can download them myself.  Please escalate this to a manager. 

StephanBerlin
New member | Level 2
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Hello Nancy,

 

sorry for replying so late. The situation is unchanged. I just retested with Chrome, Safari and Chrome Inkognito (all on Mac Ventura 13.1). 
In all cases the "Beleg" (Receipt) leads me to a Error 500 (bill_id=8358febddc844f3a94c4f87c77dfdee6), whereas "Rechnung" (Bill) leads to a new tab opening, but displaying the same overview page from which I started.

Thanks in advance for your support.

Cheers

Stephan

 

BB27
Helpful | Level 5
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Hi, I think this message has been sent to me by mistake. This is exactly the issue I'm having too. Been asking since 4th November but they haven't resolved anything. Exasperating! 

BB27
Helpful | Level 5
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I am still waiting on a resolution for this.

 

I am not prepared to give you highly sensitive information like bank account details.  I am not sure if it is even in compliance with GDPR and Privacy laws for you to still have such details of mine to 'verify' me with, seeing as I cancelled my subscription with you months ago. Why would you still be holding on to it?!

 

If you are unable to provide me with Invoices for the payments I already made to you, via my email address attached to this account - as you said you already did but they never actually arrived - then please can you fix your platform so that  I can download the invoices myself. 

 

THIS IS URGENT. 

Megan
Dropbox Staff
Go to solution

Hi @BB27, I just opened a new ticket number on my end for you. 

 

Keep in mind, that you should have received it to your Community-linked email address. Can you check, and respond back to me? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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