We're making changes to the Community, so you may have received some notifications - thanks for your patience and welcome back. Learn more here.

Forum Discussion

Glen Wayman's avatar
Glen Wayman
Explorer | Level 3
3 years ago

Unable to update card details "To protect your info, please verify your payment"

Hi There,   My dropbox payment card has expired and I am unable to change my card, whenever i enter my new one I get this screen (see attached). Nothing happens, nothing is loading and my internet ...
Account Settings
Payments
H Clark's avatar
H Clark
Explorer | Level 3
Hi, I had the same problem and got it to work by removing the space in the postcode. Hope that works for you too!
Mike72's avatar
Mike72
New member | Level 2
3 years ago
Hi, I have the same problem. I've tried Chrome, Edge and Safari and all have the same result of producing a blank box with the message "To protect your info, please verify your payment". I really want to verify, but there are no instructions on how to do this. I've tried removing the space from my UK postcode as suggested by another member of the forum but unfortunately in my case this has not helped.
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hey Mike72, I’m sorry to hear you’re having this issue.

     

    Do you mind sending over a full screenshot of what you see on your end, so that I can take a look? 

     

    Just make sure to hide any personal/billing info that may be showing. 

     

    Give me a nudge when you’re ready.

    • NAVITEAM's avatar
      NAVITEAM
      New member | Level 2
      3 years ago

      Hi, I have got the same problem, here is a screenshot 🙂

    • Mike72's avatar
      Mike72
      New member | Level 2
      3 years ago

      Hi @Nancy,

      Thank you for looking at this. I've attached a screenshot with obscured payment details. It looks very similar to what others are posting here.

      Best wishes

      Mike

       

       

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

        Hi again Mike, thanks for the nudge!

         

        Out of curiosity, do you happen to have a PayPal account, by any chance?

         

        If so, can you try to pay via PayPal instead, and let me know if you keep receiving the same error message?

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

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

     

    Could you please clear your browser's cache or try another browser and let us know how it goes?

     

    Also, have you tried with a different credit card of yours perhaps? 

    • NAVITEAM's avatar
      NAVITEAM
      New member | Level 2
      3 years ago

      Same result after emptying the browser's cache, or with another browser ( Firefox, Safari)

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

        Thanks for trying this out for me NAVITEAM

         

        May we reach out via email to have a further look internally?

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!