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Unable to update payment information

I am on an annual subscription to dropbox. My payment was set up to automatically paid upon renew with my credit card. Since my last renewal my credit card was updated with a new expiration date. Dropbox declined my payment. While I tried countless times, I was unable to update my credit card information on their website. I had at least five chat sessions with sales (the only drobbox personel you can have live communication with) and they were totally unable and unequipped to provide any support. Technical support is only done through online requests. I deleted cookies and cleared my cache as suggested in the community help center with no success. I logged in using "incognito" on the Chrome browser as recommended, with no success. I submitted a formal tech support request and got a ticket#. I am waiting for a reply. It has only been a day. It is totally impossible to talk with anyone in technical support (no phone numbers except for sales) or to use the chat line to speak with a technician. There is no way to get in touch with anyone at drobox who can accept a payment if you are unable to update your payment information online. Like a monkey with a typewriter, I finally changed my payment option from Visa to Paypal. The transaction was processed immediately. Ironically, my Paypal account is linked to the same Visa credit card I was so frustratingly trying to use to make the payment.

If you are having the same problem let dropbox know. Maybe they will make it easier to communicate with tech support when there is a problem.

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Jane

Hey @Amanaman, it would be worth noting that we have limited visibility to the possible causes of a failed payment on our tools, since your bank or payment vendor keeps that information hidden for your protection. As this inquiry pertains to sensitive information that can’t be discussed on the Community, we usually advise discussing payment-related concerns through our Official Support channel.

Because I understand that you wish to resolve that asap on your end, I ran a search on our system, I located your open Support request there & I could see that a specialized technician replied back to you earlier today within the day.

Please do let me know here if you haven’t been able to locate their message or you need further assistance in any way & I’ll do my best to check back with you soon. Thanks!

All comments

ShawnColes

Have the same exact problem. Need to change Credit cards on my account and the website just won't let you.

ChoonHwee

Have the same issue updating my payment method. Dropbox really have to resolving this issue or I will have to choose other cloud storage options.

Fearg

Hi,

I'm sorry we're not making it easy to pay us! :see_no_evil:

It sounds like though if you have tried a few times to update your payment information that you may be hitting a payment request limit. While this limit exists for your protection it can get in the way sometimes.

This limit should reset after 24hrs but if it does not please submit a support request and we will be able to help update your billing:

http://bit.ly/cm-support

kalittle

It's January and they still haven't fixed it, nor will they reply to my email about the problem. Luckily, I stumbled across this post and decided to pay with Paypal, and it took the payment right away. I was also about to change storage providers, because I don't believe in having to chase a company to take my money. Need something with at least a basic level of support.

ccodlin

I have the exact same problem. This is insane. It's as though Dropbox is begging me to move my storage to another provider.

Jane

Hey @ccodlin,

That's not right, we don't want you to go! Let's see what we can do to have this sorted.

As a first step, could you try accessing your Account page through an incognito browsing window and see if the payment gets through from there?

If this persists, please let me know in your reply!

Warm regards,

JaneA

Amanaman

Nearly two and a half years later, this problem is STILL going on... It is deeply disturbing to me that this comapny remains at war with customers who are trying to give it money. I am actively looking to take our business elsewhere, because this level of incompetence is unacceptable, and a sign that we should not be trusting our data with these people. Sorry not sorry.

Jane

Please do let me know here if you haven’t been able to locate their message or you need further assistance in any way & I’ll do my best to check back with you soon. Thanks!

DiogoRSP

Hi,

I'm not beeing able to update my subcription and I can't understand why. Basically, my card expired and I should update the information with the new card, but it is not letting me do it. What can I do?

PS: I've tried to use "incognito" but it does not work too.

Jane

Hey @DiogoRSP, thanks for the nudge & please accept my apologies for the slight delay in getting back in touch.

Rephrasing from my post above, it would be worth noting that we have limited visibility on what could be preventing you from completing the transaction. Are you getting any error messages along the way? Have you tried with a different credit card perchance?

Your payment vendor could definitely advise on the possible causes, though I may also be able to guide you through if needed.

Let me know of your findings/outcome whenever you have a spare minute!

Chris Simmons

Hello Jane, I wonder if you can help me. I have the same issue with the usual card not being auto-debited with the annual subscription on 7th Aug 2020, it was a still valid card, but funds were not collected. As instructed by the agent, I contacted the bank for this credit card and also the debit card I tried as alternative, they advised both were not blocked and the bank advised there was no attempt to collect any payment from DropBox. I was advisd in the email from DropBox Billing of yesterday ..."If your payment isn’t received by 7 September 2020, your account will be downgraded to Dropbox Basic, which will stop syncing if you have more than 2 GB of files, and doesn’t include features like Smart Sync, mobile offline folders, and more..." However in my conversation with an agent at DB he said we should downgrade and then upbrade to start the process again,. The account was downgraded and the cards did not work again and now the account is with 9GB of space with about 469% used, I am worried I will lose this information. There is clearly an issue with DB collections as the payment has been going out regulary over the last two annual subscrition of Plus service 2TB. I use this for business and for personal use so I depend on it. I am getting no results from the people I have chatted with at DB. Due to the number of failed attempts the ability to try again as been suspended for 24rs. To 15th Aug 2020 about 6pm Sao Paulo, Brazil time. This is worrying as the program is excellent but this issue will have to be considered carefully if I am to depend on this program in the future.

So, can you help Jane? Thanks in advance.

My account is [personal information removed as per the Community's Guidelines]

Best regards

Chris Simmons

Bobster75

I was facing the same, I have changed it to another credit card. Very frustrating I was thinking it was my bad. I hope Dropbox can solve this!?

Walter

Hi there @Chris Simmons & @Bobster75; I'm sorry for the late reply here.

Are you still having issues with this?

MaryHenry

I upgraded my account two days ago but my credit card still shows the charge as "pending" and my Dropbox account does not reflect the upgrade. I have used the same card (which is still active) for prior payments with no problem. It seems that the next action is on Dropbox's part, to accept and process the payment. How long does that usually take? How should I proceed if this state remains unchanged? Thanks for your help.

Megan

Hi @MaryHenry, welcome to our Community!

When you purchase a plan, the upgrade takes place immediately.

Have you tried contacting your bank? They should be able to share some insight on this, and let you know why the charge is pending.

Keep me posted on what you find.

Shinoda

I would like to try a free trial and I select the payment, Paypal. However, in the next window, I am asked to type my credit card info.

Is there any way I can use my bank account for the Dropbox payment?

Hannah

Hey @Shinoda, thanks for reaching out to our Community and apologies for the delay!

Are you still having an issue with this or were you able to figure it out?

Keep me posted.