Payment failure

[Trabant]

Continuous notification that payment failed. The old creditcard expired. So I assume thats why it failed in the first place. After adding my NEW creditcard, still failure. Added a second creditcard, again failure. Also top up Google Account with enough money didn't work: failure again. Anybody knows why I keep getting failures, and how I can fix this? Because I'm scared now if I don't fix this in time, all my files will we deleted from Dropbox.

Thank you for your help 🙂

[Walter]

Hey @Trabant , sorry to hear you're having issues with this.

Can you please clarify if you originally upgraded your account through a web browser or if it was via the app store on a mobile device?

If possible, could you send us a screenshot of the exact error you're getting?

Also, you don't need to worry about your files in Dropbox. Even if your account's subscription expires and you go back to the Basic plan, your files won't get deleted; only syncing will stop and you won't be able to add new files to your account.

In any case, please keep us posted. 

[Trabant]

Hey Walter, thank you for your time and help! I've got no idea if I upgraded my account via mobile device or web browser. Don't remember. I would assume mobile device, but that's just guessing. Anywhere I can check this?

I can't add a screenshot in here. And it's in Dutch. So what it says is: "Payment refused. Find a solution." So when I try this I get the following: "Payment still refused. Check the data on your payment methods or add a new method". So after doing this (I updated my creditcard data + added a second creditcard + added enough money in my Google Play balance) it still doesn't work. And I get: "Problem with your account, please contact Google" and "Can't complete update".

Ok, so going back from Basic to Dropbox Plus my files will be visible again? And from then on synching and adding files will be possible again?

Best regards, Trabant

[Hannah]

Hey @Trabant , thanks for the update and sorry for jumping in here.

So, it sounds like your payments are coming through Google Play.

Did you add a new card or update your old one to your Google Play Store? The payments are taken from there, so it will need to have an active card on file there.

To answer your question, yes, if you happen to downgrade to Basic, but then re-upgrade, syncing will resume again.