Unable to Upgrade?

[infinitemotion]

I am hoping someone can help me. I have tried for 3 days to upgrade my account.  I have a small business & I am no longer able to share folders with my clients because I'm out of room and need to upgrade.  Every single time I try to upgrade, I get to the CHECKOUT landing page & it spins.  a pink box comes up and says SOMETHING WENT WRONG, REFRESH OR CONTACT CUSTOMER SUPPORT .   I have refreshed, cleared my cache,  tried accessing in chrome, explorer & fire fox. I had my computer tech try it from another state on a completely different network on chrome, edge & even an incognito window.  The same thing happens to him. 

I have chatted 3 times with different reps and tried calling but because I’m not a business account yet, nobody can help me? With the 3 chats I’ve had over the last few days, the final recommended  that  create an email to open up a ticket. He also said Dropbox is aware of this ongoing issue.  Do you know when it will be fixed?

I tried to send an email to open up a ticket but the only option for a ticket I have in the drop-down menu is CANCEL/REFUND. 

I just filled out the REFUND request just to open a ticket but now it won’t submit! I can’t get anywhere. Does anyone know what is going on?

I am literally at a stand still for days.

Thanks!

[Jay]

Hi @infinitemotion, thanks for bringing this to our attention.

Could you clarify who mentioned that Dropbox was aware of this issue? Was this via a ticket sent to support?

Do you see any recent transactions on the payments page?

This will help me to assist further!

[infinitemotion]

hi, thanks for trying to help.

I spoke with 3 reps over the course of the last few days on the chat, I do not know that rep name. It was the last rep who I had on chat for almost 2 hours yesterday who told me Dropbox was aware of this ongoing issue. I don't know who that was.  One of the reps seems to have opened a ticket, but she keeps telling me it's paypal. I can't even get to the checkout screen! I had others try logging in to upgrade on my account, using different networks & different computers, they cannot access this page either. You see CHECKOUT but it spins and says "something went wrong, contact customer service" I just tried again, day 4...not working. In the meantime, I cannot share my files & this is my business.  I cannot opena  ticket, because when I go to customer service & try to create an email, the only option I get is REFUND/CANCEL.  I even tried making up stuff to get this to submit, but you can't submit anything.  It's greyed out with an error message.  My computer tech tried this for me as well and got the same error..he's in a different state. Beyond frustrated. thanks for any advice you can give me. I just wish I could get someone to help me.  thank you  - and regarding my previous payment page, yes I can see my last few payments no problem.

[Megan]

Hi @infinitemotion, do you happen to have the ticket number reference, from your communication with our support? 

[infinitemotion]

Yes but the rep who put the ticket in still is not understanding me so I'm not getting anywhere.

[Hannah]

Can you please send us the ticket number, so we can look it up on our end, @infinitemotion?