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Forum Discussion

Catalyst-of-Awesomeness's avatar
Catalyst-of-Awesomeness
Helpful | Level 6
3 years ago

Something went wrong message when trying to pay for upgrade

I have been directed to seek your help paying for an upgrade on my account.   I get the same error no matter what computer, or browser (even incognito). It allows me to enter all my payment info, ...
Dropbox Plus
Payments
Plans
upgrades
Catalyst-of-Awesomeness's avatar
Catalyst-of-Awesomeness
Helpful | Level 6

It never gets to accepting payment ANY method, so it's not related to that.

 

See the screenshot:

               -This is what happens the moment I choose a plan and it moved to the payment page.

               -The box on the right will spin for hours and the window at the top says, "Something went wrong. Please refresh the page or contact customer support."

                -You can see the purchase box is greyed out and 'locked.' It stays that way after entering multiple cards or choosing PayPal.  

                 -Nothing changes it.  There is NO option to move forward.

 

 

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

Hi Catalyst-of-Awesomeness, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains and preventing the upgrade from going through?

  • Catalyst-of-Awesomeness's avatar
    Catalyst-of-Awesomeness
    Helpful | Level 6
    3 years ago

    It did occur to me that it could be my VPN, which I turned off and retried with no change. 

     

    Then I tested the other accounts I manage.  It is not having this problem on ANY of the other dropbox accounts I manage. 

    The others are available to process my payment and not pop up telling me something went wrong.

     

    It is just on this one account.

     

    Why is there not a better tech support system in place for this service?  I AM TRYING TO PAY YOU!!

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

      What account is your plan on currently according to this page?

       

      Do you see any recent or attempted payments here?

      • Catalyst-of-Awesomeness's avatar
        Catalyst-of-Awesomeness
        Helpful | Level 6
        3 years ago

        This is what it looks like when I am trying to upgrade the account.  I do see it says it has stopped syncing.

        When I click the BLUE box to choose that plan it goes to the next page and this pops up

        and box on the right just keeps spinning... like the page is loading... for HOURS

           

         

         

        ANd, this grey 'Purchase' box never becomes blue and available to click after I enter payment info.

         

         

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