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Can't update billing information, I get an error message

Can't update billing information, I get an error message

Neda_Ivanova
Explorer | Level 4

My plan has been downgraded to basic for some reason, and I can't update my billing information. I enter all my card details, but then get an error message when trying to verify the card saying "This content is blocked. Contact the site owner to fix the issue." 

 

This happens on my phone, on another browser, and when I'm incognito in a new window as well. It happens with my second card too. 

 

Does anyone know why this is happening? How can I contact support? When I ask the chatbot for a person to help me, I get a message that only paid members can assess human support. 😐

 

 

 error dropbox message.PNG

9 Replies 9

Jay
Dropbox Staff

Hi @Neda_Ivanova, thanks for bringing this to our attention.

 

Currently, we're not experiencing any upgrade issues on the site or mobile app. 

 

Are you using your device on the same network connection? Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

 

Have you tried upgrading via another network entirely?

 

This will help me to assist further!
 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Neda_Ivanova
Explorer | Level 4

Hi, thank you for getting back to me. I tried using the mobile network on my phone also and the same thing happens. I'm not using a VPN or proxy, I have an antivirus program only (on m laptop) 

Jay
Dropbox Staff

It does still sound like there's an issue with connecting to the specific Dropbox page for payments. 

 

Could you try using a different computer network entirely (not via your mobile device) to see if you're able to upgrade your account?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Neda_Ivanova
Explorer | Level 4

I've tried two different networks over the weekend and I get the same error. 

Neda_Ivanova
Explorer | Level 4

Also, I tried to pay with PayPal with my card linked to it instead, and this time I just get a message saying "Something went wrong" and it resets me to the same page. 

 

I need a dropbox account for work. Is there a way to get this fixed soon?

 

something went wrong.png

Nancy
Dropbox Staff

Hey @Neda_Ivanova, sorry for jumping in. 

 

I’ve just logged a ticket for you, so that we can take a closer look into this.

 

Please reply back to me, when possible.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Neda_Ivanova
Explorer | Level 4

Hi, yeas please check this as soon as possible, please.

RolandVK
New member | Level 2

Hi,

My credit card will soon expire and I got a new one and tried to update the billing info.

It then says that it was refused by may bank, try to open for internet payment.

But, I have done that and also changed card for other sites than Dropbox.

I have tried several times and it does not work.

December 6 I am due for paying, and I need the account.

What to do?

 

Hannah
Dropbox Staff

Hey @RolandVK, thanks for bringing this to our attention.

 

Can you please use a different browser or a private browsing window and try to update your billing info through this link to see if that helps?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Top contributors to this post

  • User avatar
    Hannah Dropbox Staff
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    RolandVK New member | Level 2
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    Neda_Ivanova Explorer | Level 4
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    Nancy Dropbox Staff
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