Something went wrong message when trying to pay for upgrade

Hey @Catalyst-of-Awesomeness, sorry to hear you're having issues with this.

May I ask if you've tried an alternative payment method to upgrade your account?

Can you maybe send us a full-page screenshot of the last page you can get so that we can have a visual too?

Thanks so much!

It never gets to accepting payment ANY method, so it's not related to that.

See the screenshot:

-This is what happens the moment I choose a plan and it moved to the payment page.

-The box on the right will spin for hours and the window at the top says, "Something went wrong. Please refresh the page or contact customer support."

-You can see the purchase box is greyed out and 'locked.' It stays that way after entering multiple cards or choosing PayPal.

-Nothing changes it. There is NO option to move forward.

Jay

Hi @Catalyst-of-Awesomeness, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains and preventing the upgrade from going through?

It did occur to me that it could be my VPN, which I turned off and retried with no change.

Then I tested the other accounts I manage. It is not having this problem on ANY of the other dropbox accounts I manage.

The others are available to process my payment and not pop up telling me something went wrong.

It is just on this one account.

Why is there not a better tech support system in place for this service? I AM TRYING TO PAY YOU!!

Jay

What account is your plan on currently according to this page?

Do you see any recent or attempted payments here?

Norfolk VHF

If this is phishing, they don't want you to think you have paid, because then you would expect it to show up on DB. Check your bank to ascertain that no money went out. I would change my password to be safe. If you can't do that, be in touch with Support from within DB.

There are no payment attempts. It never gets that far along.

Apparently, there is no actual support at DB because sending me here for this conversation was their solution.

This is what it looks like when I am trying to upgrade the account. I do see it says it has stopped syncing.

When I click the BLUE box to choose that plan it goes to the next page and this pops up

and box on the right just keeps spinning... like the page is loading... for HOURS

ANd, this grey 'Purchase' box never becomes blue and available to click after I enter payment info.

Norfolk VHF

I have certainly had honest-to-God support at DB myself.

Phishers will often sit on their data and wait until you have forgotten about the matter to strike. If you have no confirmation yet from IT that they sent you that bill, I would still change my password from within DB.

Hey @Catalyst-of-Awesomeness, thanks for all this info.

Can we reach out to you via email, so we can investigate on this internally?

Understood about the Phishers and will head advice to update PW.

It's good to hear there is an actual avenue to get support.

Can you tell me how you got there?

yes.

that would be great

No worries @Catalyst-of-Awesomeness -- I just send you an email to investigate further.

At your convenience, please take a look at your email's inbox and we'll take it from there.

I have same this problem.
Please i need help ?

Hey @Turki Al Nassib, sorry to see you're having trouble with this as well.

Just to make sure, have you tried to upgrade using a different browser or a private browsing window?

How about with a different card or PayPal, if that's a possibility?

I tried all of this . Broblem still same

Jay

Hi @Turki Al Nassib, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Thanks a lot
What is your email ?

Am new in tgis community

Turki Al Nassib,

When they emailed me directly from service, they found that the account had been processed through iTunes or ApplePay and was hung up there.

I was not able to access this page (https://www.dropbox.com/support) while it was locked up, but I am sharing it with you because I can see now how it would get me to the support process sooner.

It should look like this if you click you want to email support.

Not to worry @Turki Al Nassib, I just sent you an email, so we can look into this.

Just make sure to get back to me, when you get a chance!

the problem is still the same.

I already emailed the support team and tell now no solve

Hey @Turki Al Nassib, sorry to hear you're still having issues with this.

Could you share your ticket ID in order to look it up in our system?

Also, I can see that Hannah also sent you an email. Did you get the chance to check your email's inbox for her message?

Ruth_Angel

I am having this exact same issue. I've done all the usual tricks already mentioned here and nothing. PLEASE HELP!

Hey @Ruth_Angel, sorry to hear you're having issues with this.

Since you've already done some troubleshooting and this persists, would it be OK if we reached out via email to investigate further?

Ruth_Angel

Yes please

Sure thing @Ruth_Angel - you've got :envelope:

Whenever you get the chance, please have a look at your email's inbox and we'll take it from there.

rawas999

I do have the same problem for months !! I tired even new laptop but still same issue. Contacted DropBox two times ans they have no help at all. Onetime they closed the ticket without even chcking back with me and when I resend them back , they just ignor it. Iguess its time to go to scoial media and switch to another cloud service. It's sad how DropBox ended now, I've been with Dropbox since 2012.