I'm trying to update my billing info, but I'm being redirected to the Plans page.

[ansmor]

Hello,

I currently have a Dropbox Plus subscription, which is renewed every year at the End of October. This year's renewal is pending as my credit card, which was on file, has expired (Billing is pending as of 31st Oct).  I tried to update my payment method today using the "Update billing info" section, and face following problems:

1) I am able to enter my credit card details and save the changes using the "save changes" button

2) the new credit card is accepted "Your billing information has been updated" and I am then automatically redirected to a new page which asks me to choose my Dropbox Plan

3) Here the page shows that "Dropbox Plus" is my current plan, and recommends me to switch to "Professional", which I do not want/ need.

The banner at the bottom says "change your plan to continue" and obviously does not allow me to continue with my current plan "Dropbox Plus" (tried it multiple times).

Any idea why I cannot proceed with my current plan? Am I missing an essentiel step?

Regarding my current plan, I checked my current usage: is about 500 GB of the 2TB available.

Many thanks!

[Nancy]

Thanks for bringing this to our attention, @ansmor.

If you go to your Billing page again, are you seeing the updated billing info? 

If not, can you give this a go via another browser and let me know if you experience the same behavior? 

Let me know how it goes.

[ansmor]

Hi @Nancy ,

Many thanks for your reply.

Q: If you go to your Billing page again, are you seeing the updated billing info? 

A: Yes, I do. I tried updating my credit card info using both the "Update billing info" option and the "Update" option under "Payment Method", without success.

Q: If not, can you give this a go via another browser and let me know if you experience the same behavior?

A: Tried it on Chrome and Firefox (both latest versions) but the problem persists.

Any other ideas?

[Nancy · Accepted solution]

Thanks for giving that a go. Can you try this out one more time via an incognito window instead? 

If this doesn’t help either, I’d like a full screenshot of what you see exactly after attempting to update your payment details.

[ansmor]

Thanks  @Nancy for the follow up. Using the incognito window in Firefox, I was able to proceed with the updating of my credit card info and my billing succeed.

FYI, the differences with the last attempts were:

1) after updating my credit card information, a window popped-up and I was redirected to my credit card provider to approve the transaction. 

2) after I approved the transaction, I was first redirected to a new page showing an error message "oops something went wrong" (or similar)

3) shortly afterwards (5 s) I was then redirected to the page asking me to choose my Dropbox Plan (see below) and to change it (from Plus to another one) to continue (I was not able to continue if choosing the Dropbox Plus plan).

4) however, this time I saw that the billing was successful when going back to the subscriptions page.