Child Item

"This billing country change isn't supported" error when changing my billing information

I receive an error saying "This billing country change isn't supported" when I try to change my credit card for billing as my old one expired. My old card was an Australian card and the new one is a US one. When I choose United States from the dropdown list I receive that error message.

Find more posts tagged with

Error Messages

Account Settings

Payments

AcceptAnswer

Under Consideration

Accepted answers

Rich

Allow your subsctiption to expire or run out so that you're no longer a Plus user, or downgrade your account to Basic yourself. Once it has expired, re-subscribe using your new payment information.

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to start a new discussion in the Dropbox Community here.]

All comments

Ronald G.2

I had the same problem. I had to keep the country on Afghanistan (the first in the list). I filled out AN000 in the postal code field and that brought me to Paypal. There I was able to choose my US Paypal account and make the payment.

Stephanie G.12

Yes I've got exactly the same issue. I've done exactly as you described above and I still cannot get through. Changing an expired UAE card to a UK card as this is now where I am based. Very frustrating as my account is set to expire in a few days. Dropbox, I'd love to give you money but you are not making it possible. Would you mind please assisting?

Tania A.1

I'm having the same problem. I want to pay using my credit card instead of paypal, but my card's billing address is different from my current billing address. But I also got the same error message "This billing country change isn't supported" when I tried to update my billing info. Help!

Christof W.

Seems a frequent issue, see suggested solution (raising a ticket with support) here: https://www.dropboxforum.com/hc/en-us/community/posts/202884505-Changed-Countries-cant-change-Billing-country

Rich

There's no way to change the billing country on an active subscription. You need to let your subscription lapse and then sign up again with your new payment method. The following is a reply to a similar question from a Dropboxer:

Ashley scribbled:

Hi there! Unfortunately, it's not possible to change your billing country. If you'd like to change your billing country, you will need to allow your subscription to lapse, and then sign up for a new Pro subscription with your new billing information. I apologise for the inconvenience!

Dropbox is aware of the issue and engineers are working on it.

Ronald G.5

Dropbox may be aware of this, but it's going on for months already. How difficult can it be letting your customers change their billing country.

Stephanie G.12

Couldn't agree with you more. I spent well over 5hrs trying to rectify the situation and it caused a lot of stress. I got there in the end but it was a complete farce. Speaking with somebody over the phone would be useful as well as typing an email and then getting a response an hour or so later is a complete timewaster. This is a company that has over 300million users so there is bound to be people moving.

Michael V.33

What will happen to my files if my subscription lapses?

This is a giant pile of [censored].

Rich

Nothing. You won't be able to sync if you're over quota, but your files will remain in your account and accessible. Just upgrade your account again and you'll be back to normal.

Michael V.33

Thanks Rich.

If I may, here is my problem in sum, perhaps you have some helpful feedback.

My ProUser account was created using an Austrian credit card. I've now moved back to the USA and want to update the billing card to another, US based VISA card. In trying to do so I received the "This billing country change isn't supported" message, and it seems there is no work around. I'm not sure what to do, actually.

Thanks for any input.

Michael

unknown

This is ridiculous. Whats there to fix for months about a country field change. Just remove the restriction all together..

Ronald G.5

On August 11 Rick wrote that 'engineers are working on it'. Almost three months later there is still no fix?! Very capable engineers working at Dropbox. I am impressed!!

unknown

Its not that they cant fix it.. its that they dont wanna do it. Probably for some obscure accounting or fraud compliance reason they are not letting users switch.

Carmen F.5

It's now mid-November and I still can't change my billing subscription!

Rich

It's now mid-November and I still can't change my billing subscription!

Let your subscription expire and then upgrade again using your new payment method. Nothing will happen to your files while you do this.

Ronald G.5

Rich, How long will Dropbox keep all my files after my subscription has expired?

unknown

This is outright ridiculous!

Dimitris X.

People have been having this problem for at least one year now, but nothing has been done to fix it. This does not inspire much confidence in dropbox...

Ronald G.5

Maybe file a bug report will get people looking into this:

https://www.dropbox.com/support/

Nathan V.2

Soo. I take it there is still no other/better solution than simply letting your pro account expire and getting the upgrade again afterwards?

Rich

Soo. I take it there is still no other/better solution than simply letting your pro account expire and getting the upgrade again afterwards?

Correct.

Your files will remain safe, even if you go over quota (for a while, anyway).

Charity K.

Can I possibly expedite this by 'canceling' and re-upgrading? Or is it better to wait for it to lapse? Pretty annoying stuff...

I'll also add my incredulity to the mix here that this issue is known and hasn't been fixed.

Michael V.33

@Charity K,

Agree, and known for a damn long time....

DonatellaBarbie

I have not changed country, all i need to do is update my credit card details and it won't let me do that. All i get is the same "this change of billing country will not be supported" when I try to set the country to UK instead of US. My previous card was also UK as was my billing address..

Rich

DonatellaBarbie wrote:
All i get is the same "this change of billing country will not be supported" when I try to set the country to UK instead of US.

You're account was likely billed in USD previously, and it's now seeing it as a currency/country change. You can either allow your subscription to expire (as stated above), or you'll need to contact Support as this is a billing issue and we can't assist with those on the forums.

Open your ticket here: https://bit.ly/cm-support
Track your ticket here: https://dropbox.zendesk.com

Replies take approximately 1 - 3 business days with Pro users getting priority (longer for Basic users).

kirhgoff

I have the same issue - I moved to Australia from Russia and I cannot use my new Australian card to pay (Russian has no money on it).

I tried to create a ticket, but it looks that the page is broken - I cannot select values for any drop down, they look empty and sumbit button has no titles (tried in Chrome and Safari), when I press submit button it says error. So I failed with the ticket, going to try the first variant.

But I don't understand what should I do. Should I somehow cancel Plus subscription? What people mean by "let subscription to lapse" or "allow your subscription to expire"?

Rich

Allow your subsctiption to expire or run out so that you're no longer a Plus user, or downgrade your account to Basic yourself. Once it has expired, re-subscribe using your new payment information.

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to start a new discussion in the Dropbox Community here.]