Child Item

Unable to update card details "To protect your info, please verify your payment"

Hi There,

My dropbox payment card has expired and I am unable to change my card, whenever i enter my new one I get this screen (see attached). Nothing happens, nothing is loading and my internet is very very good.

Is there a way for me to update my card details here using support?

Thanks,

Glen

Find more posts tagged with

Account Settings

Payments

Under Consideration

Accepted answers

All comments

Hannah

Hey @Glen Wayman, thanks for letting us know about this.

Can you try to update your billing info, using a different browser or an incognito/private browsing window, to see if that helps?

Keep me posted!

Tazbo

I have the same issue tried phone, browsers etc etc all same issue.

Walter

Hi @Tazbo, sorry to hear you're having issues with this.

Can you please clarify what's shown on your account's plan tab and send us a screenshot of the error you're getting?

Thanks so much!

H Clark

Hi, I had the same problem and got it to work by removing the space in the postcode. Hope that works for you too!

Mike72

Hi, I have the same problem. I've tried Chrome, Edge and Safari and all have the same result of producing a blank box with the message "To protect your info, please verify your payment". I really want to verify, but there are no instructions on how to do this. I've tried removing the space from my UK postcode as suggested by another member of the forum but unfortunately in my case this has not helped.

Nancy

Hey @Mike72, I’m sorry to hear you’re having this issue.

Do you mind sending over a full screenshot of what you see on your end, so that I can take a look?

Just make sure to hide any personal/billing info that may be showing.

Give me a nudge when you’re ready.

NAVITEAM

Capture d’écran 2022-08-02 à 13.35.10.png

Hi, I have got the same problem, here is a screenshot 🙂

Walter

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

Could you please clear your browser's cache or try another browser and let us know how it goes?

Also, have you tried with a different credit card of yours perhaps?

NAVITEAM

Same result after emptying the browser's cache, or with another browser ( Firefox, Safari)

Walter

Thanks for trying this out for me @NAVITEAM

May we reach out via email to have a further look internally?

NAVITEAM

Sure

Walter

Thanks for the cooperation @NAVITEAM - 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.

Mike72

Hi @Nancy,

Thank you for looking at this. I've attached a screenshot with obscured payment details. It looks very similar to what others are posting here.

Best wishes

Mike

Nancy

Hi again Mike, thanks for the nudge!

Out of curiosity, do you happen to have a PayPal account, by any chance?

If so, can you try to pay via PayPal instead, and let me know if you keep receiving the same error message?

NAVITEAM

Hi,

Today I have been able to realize the payment, problem has been probably fixed.

Thanks for your help,

Regards

thamuhacha

I am having the same problem. A blank pop-up appears when I click "save changes" after entering the new card details. Then nothing.

Have tried chrome (including incognito) and safari. Deleted cookies. Everything.

I don't want to set up paypal for this - I just want to add a new card before my next payment!

If it helps - and for other users to check - I am using Halifax cards. The blank pop-up *looks* like their payment approval process but without any actual info/images then it's impossible to tell!

Any advice or help welcome

Nancy

Hi @thamuhacha, I’m sorry to hear you’re having the same issue.

Can I log a ticket for you, in order to check this in more detail?

I can message you to the email address that’s linked to your forum profile here.

thamuhacha

Yes please - I'd really like to update the card!

Nancy

Done! When you’ve got some free time, please reply to my email and we’ll investigate this further.

Thanks.

doclawson

I had this problem and troubleshooted it by trial and error. The solution is as follows:

- don't paste your credit card number in as it doesn't produce the spaces between the 4 numbers. type it in (so stupid...pasting is far more accurate)

- when filling in the expiry date the grey suggestion text says DD/YY - this is wrong, and should be DD/YYYY so enter 2026 for example

- use a space in the postcode (AB1 23C for example)

Then the verify box after a few seconds passes through the checks and sends a text to your bank etc.

doclawson

Also it will then take you to a change dropbox plan screen,even though you just wanted to update your details. You can't select your current plan, and it seems like you have to complete this to update your payment info. This would hence require you to change plan and then change back again. By opening another window and logging in again I can confirm my account details were already updated to the new payment method, and you can safely exit the screen without doing anything. Dropbox can you please make the process of updating your payment details error free.

FerON

Hi,

I'm unable to update my card info for the payments, once I try to save the changes it just shows this white square and does not load the required steps to continue.

I've tried multiple browsers (Chrome, Brave, Edge and Firefox), Incognito mode and clearing the cache. Nothing worked. These were some of the solutions given in previous, similar post, that seem to still be unsolved.

I attach the image of the box I'm referring to.

Fernando.

Megan

Hi @FerON, let's jump right into this!

I just sent you an email, in order for us to have a closer look into this. Respond back to me, and we'll take it from there.

Thanks!

FerON

I got sent an email saying that I had a pending payment (I know, because my card expired) and then the most basic instructions imaginable.

Not only the person on support that responded me didn't even bother to read the message, she closed the email chain saying that the problem had been fixed (which is false).

I ended up using Paypal. Good luck to anyone that encounters the same problem, using other payment method is the only solution. But seems crazy to me how a legitimate business doesn't have a functioning billing page.

I do not require more help, thank you.

gedensor

I am still unable to update my payment. This is happening to other people as well but all dropbox says it use a new browser, use incognito mode, clear cache. Can some some actually stop reading off the script and actually sort this issue out. The bank authentication is broke!! I am now saving all my stuff to use a different cloud provider as I wont be able to pay for it next month as my card is expired and I am unable to update it. Bye Bye dropbox!!

Nancy

Hi @gedensor, I’m sorry to see you’re facing the same issue.

If you want, I can open a ticket for you so that we can investigate this further.

In case you’d like that, please let me know and I’ll get things started.

gedensor

I’ve paid using PayPal now using the same card. It’s very frustrating. Card seems to be ok with anything else. Thanks for replying

Hannah

Hey @gedensor, thanks for the additional info.

Would you still like us to open a ticket for you, so we can investigate on the issue?

bolddp

I have exactly the same issue now when I'm trying to pay with a card from Handelsbanken in Sweden.

Here's the probable cause, found in the web browser console:

Refused to send form data to link removed because it violates the following Content Security Policy directive: "form-action 'self'

Megan

Hey there, @bolddp, thanks for posting here today!

Do you try to upgrade your account, or change your billing info? Have you tried a different browser, or another payment info, by any chance? If so, do you get the same results?

Let me know what you find!