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Forum Discussion
Unable to update payment information
I am on an annual subscription to dropbox. My payment was set up to automatically paid upon renew with my credit card. Since my last renewal my credit card was updated with a new expiration date. Dropbox declined my payment. While I tried countless times, I was unable to update my credit card information on their website. I had at least five chat sessions with sales (the only drobbox personel you can have live communication with) and they were totally unable and unequipped to provide any support. Technical support is only done through online requests. I deleted cookies and cleared my cache as suggested in the community help center with no success. I logged in using "incognito" on the Chrome browser as recommended, with no success. I submitted a formal tech support request and got a ticket#. I am waiting for a reply. It has only been a day. It is totally impossible to talk with anyone in technical support (no phone numbers except for sales) or to use the chat line to speak with a technician. There is no way to get in touch with anyone at drobox who can accept a payment if you are unable to update your payment information online. Like a monkey with a typewriter, I finally changed my payment option from Visa to Paypal. The transaction was processed immediately. Ironically, my Paypal account is linked to the same Visa credit card I was so frustratingly trying to use to make the payment.
If you are having the same problem let dropbox know. Maybe they will make it easier to communicate with tech support when there is a problem.
Have the same issue updating my payment method. Dropbox really have to resolving this issue or I will have to choose other cloud storage options.
Have the same exact problem. Need to change Credit cards on my account and the website just won't let you.
It's January and they still haven't fixed it, nor will they reply to my email about the problem. Luckily, I stumbled across this post and decided to pay with Paypal, and it took the payment right away. I was also about to change storage providers, because I don't believe in having to chase a company to take my money. Need something with at least a basic level of support.
I have the exact same problem. This is insane. It's as though Dropbox is begging me to move my storage to another provider.
- Jane
Dropbox Staff
Hey
That's not right, we don't want you to go! Let's see what we can do to have this sorted.
As a first step, could you try accessing your Account page through an incognito browsing window and see if the payment gets through from there?
If this persists, please let me know in your reply!
I was facing the same, I have changed it to another credit card. Very frustrating I was thinking it was my bad. I hope Dropbox can solve this!?
B
- Walter
Hi there Chris Simmons & Bobster75; I'm sorry for the late reply here.
Are you still having issues with this?
FeargHi,
I'm sorry we're not making it easy to pay us! :see_no_evil:
It sounds like though if you have tried a few times to update your payment information that you may be hitting a payment request limit. While this limit exists for your protection it can get in the way sometimes.
This limit should reset after 24hrs but if it does not please submit a support request and we will be able to help update your billing:
I upgraded my account two days ago but my credit card still shows the charge as "pending" and my Dropbox account does not reflect the upgrade. I have used the same card (which is still active) for prior payments with no problem. It seems that the next action is on Dropbox's part, to accept and process the payment. How long does that usually take? How should I proceed if this state remains unchanged? Thanks for your help.
I would like to try a free trial and I select the payment, Paypal. However, in the next window, I am asked to type my credit card info.
Is there any way I can use my bank account for the Dropbox payment?
