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Neda_Ivanova's avatar
Neda_Ivanova
Explorer | Level 4
3 years ago

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

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...
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Neda_Ivanova's avatar
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's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
3 years ago

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?

  • Neda_Ivanova's avatar
    Neda_Ivanova
    Explorer | Level 4
    3 years ago

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

  • Neda_Ivanova's avatar
    Neda_Ivanova
    Explorer | Level 4
    3 years ago

    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?

     

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      3 years ago

      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.

      • Neda_Ivanova's avatar
        Neda_Ivanova
        Explorer | Level 4
        3 years ago

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

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