Can't download invoices

[BB27]

I'm trying to download a copy of my invoices but it's not working. Under the Billing section, where there's the list of all the invoices, if I click at the end of a listing on the three dots, it gives the option to choose Invoice or Receipt. If I click on Invoice it just loads another Billings page in another tab exactly the same as the original one,  not any invoice details. If I choose the Receipt option, the new tab opens with an Error 500 message. How can I get a copy of the invoices as I need them for tax returns?

[BB27]

I replied to your email weeks ago. Still nothing back....????

[Megan]

I just checked and it seems our email was closed due to inactivity, since you didn't respond back to me @BB27. 

If you wish, I suggest you follow Walter's steps as mentioned here, in order for you to open a new ticket number.

Thank you!

[Hil]

Must admit I'm pretty disgusted at Dropbox's lack of help here...  Their own user instructions (How do I find a billing receipt or invoice? - Dropbox Help) tell you to download the Invoice/Receipt from the Billing link.  There are three dots to the right of each transaction which offer links to Invoice/Receipt, but both fail with different errors (Invoice simply redirects back to the same page, Receipt produces a 500 error).

What I've discovered is that if you then click the "Look Up Charge" link in the top right of that screen (https://www.dropbox.com/payments/find_receipt) it takes you to a different page, which - joy of joys - does actually allow you to print/download both the Invoice and Receipt.  I probably wasted best part of an hour going through this pain...!  The drawback of this approach is that you need to actually know your transaction ID - which means you need to know which card or account it was billed to, then go look it up (although at least the billing page tells you the date).

To be honest, I still think it's pretty unacceptable that Dropbox bill you, send no information about it, make it almost impossible to find details and then are completely unhelpful when contacted on this forum.  They're not even open at the weekend so I couldn't ask anyone.  Am wondering why I bother subscribing - will look at other solutions.

[DK18]

it does not work for me neither. tried different browser and incognito. that is very inconvenient. mor inconvenient even that you cannot contact dropbox in any way personally after you quit your abo and after being a customer for many years

[Nancy]

@Hil and @DK18, I’m really sorry to hear about this. 

If you’ve both tried different browsers/incognito mode, and you still receive an error message, I can open a support ticket for each one of you, so that we can investigate this together. 

If you’d like that, please let me know.

[DK18]

thank you Nancy. Yes, that'd be nice. So, how do we proceed?

[Hannah]

Hey @Hil, I just wanted to clarify something here.

In order to access the receipts/invoices for a subscription (by following the steps in the article you linked), you need to actually be logged in to the account in question.

If you don't have access or don't know which account the payment is for, you can use the look-up tool, like you mentioned.

If you're logged in to the account in question, but are still getting an error, do let us know.

And as for you, @DK18. I just emailed you, so we can continue there!

[Hil]

Thanks @hannah, but I’m not an idiot…! 🙂. Of course viewing invoices and receipts should be a post log-in feature…. And I only have one account anyway, so it was not a mismatched account issue either…. And I was attempting to print shortly after logging in so cookies and identity tokens shouldn’t have expired.

I did also try switching it off and switching it on again, but that didn’t help either…!! 🤷‍:female_sign:😁

One person reports it = maybe they’re being dumb
Many people report it = probably is a software issue

[Megan]

Hi @Hil, I'll forward your feedback to the appropriate areas so we can continue to improve.

In other news, I see from your initial message here, that you managed to connect with our Support, right? 

[Hil]

Thanks @Megan.

No - I didn’t contact or reach anyone in support…. I tried but the support page said that no one worked weekends…

Instead I just dug around until I found the link for viewing bill info with payment ref…. And then I spent a while trying to find the right credit card statement w my payment ref. Probably wasted an hour or more…. But at least I did manage to generate something in the end.

But it’s the end of the UK tax year so this was an urgent issue for me and may be for others too. Not having an invoice/receipt is a problem - and Dropbox doesn’t even email them - nor send an email confirming payment has been taken. It’s definitely less than ideal.