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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! 
MaryHenry's avatar
MaryHenry
New member | Level 2
4 years ago

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's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    4 years ago

    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.
     

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