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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
GraniteConsulting's avatar
GraniteConsulting
Helpful | Level 5

Need to upgrade and I keep getting the same error code. "Something went wrong. Please refresh the page or contact customer support"

I was sent here to find the answer. I'm concerned you'll dump the files because it needs an upgrade to handle the volume of files.

It was requested I do the following:

Refresh page: did nothing

Change browser (safari, chrome and edge were all tried): did nothing

Incognito window (in all 3 browsers above): did nothing

Clear cache: did nothing

Clear browsing history: did nothing

At a loss and need this account upgraded. 

 

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
12 months ago

Hey GraniteConsulting! Have you opened a support ticket about this perhaps? 

 

If not, can you clarify what plan you’re trying to upgrade to, when you receive this error, and also send me a screenshot of it?

 

Also, have you checked your browsers for any pending updates, and disabled any additional plugins?

  • GraniteConsulting's avatar
    GraniteConsulting
    Helpful | Level 5
    12 months ago

    Hi Nancy. I was only offered to come here and post. I was not offered a support ticket. The issue has not been addressed. 

    Trying to upgrade from basic to Family. 

    All browers tried (3) are up to date and extensions were not the issue. 

    HELP!

     

  • GraniteConsulting's avatar
    GraniteConsulting
    Helpful | Level 5
    12 months ago

    All 3 browsers tried were up to date, I tried again today and it's showing the same error message. 3 browsers, incognito, 2 devices, and the same error message across the board. HELP.

     

    • Hannah's avatar
      Hannah
      Icon for Dropbox Staff rankDropbox Staff
      12 months ago

      Thanks for the additional info and screenshots, GraniteConsulting.

       

      Can we send you an email, so we can look further into this?

      • GraniteConsulting's avatar
        GraniteConsulting
        Helpful | Level 5
        12 months ago

        Yes. Are you able to see the email address on the account? Or do I have to leave it here on a community page?

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