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Forum Discussion
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 ...
Nancy
Dropbox Staff
Dropbox StaffHi thamuhacha, I’m sorry to hear you’re having the same issue.
Can I log a ticket for you, in order to check this in more detail?
I can message you to the email address that’s linked to your forum profile here.
Yes please - I'd really like to update the card!
- Nancy
Done! When you’ve got some free time, please reply to my email and we’ll investigate this further.
Thanks.
I had this problem and troubleshooted it by trial and error. The solution is as follows:
- don't paste your credit card number in as it doesn't produce the spaces between the 4 numbers. type it in (so stupid...pasting is far more accurate)
- when filling in the expiry date the grey suggestion text says DD/YY - this is wrong, and should be DD/YYYY so enter 2026 for example
- use a space in the postcode (AB1 23C for example)
Then the verify box after a few seconds passes through the checks and sends a text to your bank etc.
Also it will then take you to a change dropbox plan screen,even though you just wanted to update your details. You can't select your current plan, and it seems like you have to complete this to update your payment info. This would hence require you to change plan and then change back again. By opening another window and logging in again I can confirm my account details were already updated to the new payment method, and you can safely exit the screen without doing anything. Dropbox can you please make the process of updating your payment details error free.
