Child Item

Update billing info

Every instruction page tells me to go to my account page, click on settings, then click on billing, in order to update my credit card information. However, there is no "billing" button on my settings page. What should I do?

Find more posts tagged with

Web

Account Settings

Payments

Billing

Closed - Not for right now

Under Consideration

Comments

Rich

@jpark134 wrote:
Every instruction page tells me to go to my account page, click on settings, then click on billing, in order to update my credit card information. However, there is no "billing" button on my settings page.

Go to your Plan page. What plan does it say you're on? If it says you're on the Basic plan that you're signed in to a free account that has no billing information, which means you're likely be charged for a different account. Use the credit card charge lookup tool to identify the account you're being charged for.

dreamingusername

Thanks, Rich! That took me to the Update Billing Info page. Then, when I put in the new credit card info, I got this error message: There was an error completing payment. Please update your payment information, or change to another type of payment and try again.

Nancy

Hi @dreamingusername, sorry for jumping in.

Are you receiving the same error message even on another browser/incognito window?

Have you recently tried the same payment method with another service and you had no issues?

jpark134

Hi Nancy,

Thanks for jumping in. Yes I use this payment method on multiple accounts. No, I don’t want to download another browser app. My goal is to go to my Dropbox account and update my credit card information.

Megan

Hi @jpark134, it might sound trivial but have you made sure that you're putting all the correct info, when updating your billing?

Can you send me a screenshot of the error message you get when trying to make that change? (just make sure none of your personal info is shown there)

papamcbride

i am trying to update my visa information, but it tells me my information is incorrect. I need to do this so I dont lose all my files

Megan

Hey @papamcbride, thanks for letting us know about this.

Can you tell me if you're trying to update your card details to renew your subscription, or are you trying to upgrade anew?

Feel free to try doing the same from a different browser, to see if it works?

Keep me posted!

blackpa

Mr Davis here need to speak with someone regarding my dropbox acct.

The most effective way to explain my issue is to speak with someone

from your office.

Please contact me as soon as possible to advise me of my options.

Thanks

Rich

@blackpa wrote:
... need to speak with someone regarding my dropbox acct. The most effective way to explain my issue is to speak with someone from your office.

Phone support is available to Dropbox Business customers and it's handled via a callback initiated through the admin console on Business accounts. All others can find the support options available to them on the Support page. Basic (i.e. free) accounts are limited to the various self-help options such as the help center articles or the chat bot, or you can ask questions here.

Mrbtailor

Had to drop my Venmo as payment method due to Venmo screwing me out of putting money in to cover my subscription to Dropbox and freezing my account and my teens accounts. Now that I don't have that payment method, I need to add another payment method. Nothing is letting me do so. Guess I have to wait till I can talk to someone on Monday to help me do that? Because there nothing and no way anywhere that I can do that!!

Mark

Hi @Mrbtailor

Usually to change the method when its not via here you need to cancel subscription, wait to downgrade and then reupgrade (you dont loose data etc.).

Mrbtailor

Appreciate that Mark. So I won't lose my hundreds of files that I have stored in my Dropbox?? I have over 172 gigs were of content in my Dropbox I could lose that I have no where else to put it. That's what I'm afraid of if I do what you said!

Thank you again Mark,

Mrbtailor

Mark

No you wont. It will basically stop syncing and say 'you are over quota'.

As long as you then upgrade everything will just start working again - worst case scenario you need to reboot the device / restart Dropbox to pick up the upgrade but thats it 🙂

Mrbtailor

I'll give it a try and see what happens. Thanks again bud 👍

Mrbtailor

Mrbtailor here again!! It's funny that I can't find my subscription to Dropbox anywhere to cancel it. I can, but no where in the app will it let me do anything, and it's no where to be found in my Google Play store subscriptions...so I haven't a clue how to get this payment method replaced!! I just hope support can help figure this crap out come Monday or Tuesday!!

Hannah

Hey @Mrbtailor , sorry to hear about this.

If your payment are made through Google Play, like Mark mentioned, you'll indeed need to cancel that subscription first, allow the account to get downgraded and then re-upgrade with the method you prefer.

If you cannot find the Dropbox subscription in your Google Play Store subscriptions, is it possible that you originally used a different device to make the upgrade?

Mrbtailor

Thank you Hannah. Well, I've tried that and don't see what it's trying to do. It's like it doesn't disappear. I don't know what is going on. And just to be clear, this device that I'm using right now, is the same one I use for everything!! Even my Dropbox. When I purchased my Dropbox, I spent for the upgrade as I was filling out to set my Dropbox up. So I never bought the lesser, I got the premium right out the gate

Mrbtailor

Nancy

Hi from me too, @Mrbtailor . Besides the Google Play account that you’re currently checking, is it possible you have another one, as well? I’m asking because, if you’ve upgraded through Google Play indeed, your subscription should show there for you to cancel.

What do you see when you go to your Plan tab?

Mrbtailor

I see my subscription and to manage it in my Google Play where It DOESN'T exist lol!! And no, I do NOT have another account. Just under the one email. Been talking to support on Twitter (X) as well. We are getting no where. I've tried everything!! And I mean everything. From logging out to logging back in to change plans, to going to my my Dropbox account and hitting the upgrade button where it the proceeds to tell me that my plan and subscription is handled EXTERNALLY!!! Yeah, strange right?? Since it's telling me to go and where to manage to place where it DOESN'T exist!! I need that content and pics that are in there badly!! Looks like I'll never get to it.

Mrbtailor

All because I had to drop Venmo like a bad habit because they were doing me wrong, as well as my kids, freezing accounts, bank transfers not going through, oh, but when it comes time to pay for something, Venmo is on that!!! I didn't want to have a frozen account and whatever else they were doing and I wouldn't be able to pay for my Dropbox. It's just something so simple as adding another payment method. Why is it so difficult? As I've told Dropbox, it can't be totally on my end as to why I can't add another payment method. It should be just that simple, no questions asked! There's obviously NOTHING I can do on my end! Done everything I can!!

Mrbtailor

And how do you allow something to be downgraded? Isn't that something you choose? Like I said, I've tried it all, and I wind up right back to where I was.

Nancy

Hi again, I had a look into our system in the meantime and I can see that our team has logged a ticket for you. Please reply back to their email, and they’ll further help.

Mrbtailor

Thank you Nancy. Just got back home and getting ready to do it now!!