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ansmor's avatar
ansmor
Explorer | Level 3
12 days ago

I'm trying to update my billing info, but I'm being redirected to the Plans page.

Hello,   I currently have a Dropbox Plus subscription, which is renewed every year at the End of October. This year's renewal is pending as my credit card, which was on file, has expired (Billing...
Billing
Dropbox Plus
Payments
Plans
  • Nancy's avatar
    Nancy
    11 days ago

    Thanks for giving that a go. Can you try this out one more time via an incognito window instead? 

     

    If this doesn’t help either, I’d like a full screenshot of what you see exactly after attempting to update your payment details.

ansmor's avatar
ansmor
Explorer | Level 3

Hi Nancy ,

 

Many thanks for your reply.

 

Q: If you go to your Billing page again, are you seeing the updated billing info? 

A: Yes, I do. I tried updating my credit card info using both the "Update billing info" option and the "Update" option under "Payment Method", without success.

 

Q: If not, can you give this a go via another browser and let me know if you experience the same behavior?

A: Tried it on Chrome and Firefox (both latest versions) but the problem persists.

 

Any other ideas?

 

 

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
11 days ago

Thanks for giving that a go. Can you try this out one more time via an incognito window instead? 

 

If this doesn’t help either, I’d like a full screenshot of what you see exactly after attempting to update your payment details.

  • ansmor's avatar
    ansmor
    Explorer | Level 3
    11 days ago

    Thanks  Nancy for the follow up. Using the incognito window in Firefox, I was able to proceed with the updating of my credit card info and my billing succeed.

     

    FYI, the differences with the last attempts were:

    1) after updating my credit card information, a window popped-up and I was redirected to my credit card provider to approve the transaction. 

    2) after I approved the transaction, I was first redirected to a new page showing an error message "oops something went wrong" (or similar)

    3) shortly afterwards (5 s) I was then redirected to the page asking me to choose my Dropbox Plan (see below) and to change it (from Plus to another one) to continue (I was not able to continue if choosing the Dropbox Plus plan).

    4) however, this time I saw that the billing was successful when going back to the subscriptions page.

     

     

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