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Nweindav's avatar
Nweindav
Helpful | Level 5
8 years ago

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.  D...
Payments
upgrades
  • Jane's avatar
    Jane
    6 years ago
    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! 
Amanaman's avatar
Amanaman
New member | Level 2

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's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
6 years ago
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! 
  • DiogoRSP's avatar
    DiogoRSP
    New member | Level 2
    6 years ago

    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's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago
      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's avatar
        Chris Simmons
        Explorer | Level 4
        5 years ago

        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

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