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Forum Discussion
Something went wrong message when trying to pay for upgrade
I have been directed to seek your help paying for an upgrade on my account.
I get the same error no matter what computer, or browser (even incognito).
It allows me to enter all my payment info, but the black box is spinning and the submit button is grey and there is a pop-up that says 'Something went wrong. Please refresh.'
I was direct here when the support request by email only allowed for cancellations or refunds, which seemed to mystify the person advising me via chat.
- Walter
Dropbox Staff
Hey Catalyst-of-Awesomeness, sorry to hear you're having issues with this.
May I ask if you've tried an alternative payment method to upgrade your account?
Can you maybe send us a full-page screenshot of the last page you can get so that we can have a visual too?
Thanks so much!
It never gets to accepting payment ANY method, so it's not related to that.
See the screenshot:
-This is what happens the moment I choose a plan and it moved to the payment page.
-The box on the right will spin for hours and the window at the top says, "Something went wrong. Please refresh the page or contact customer support."
-You can see the purchase box is greyed out and 'locked.' It stays that way after entering multiple cards or choosing PayPal.
-Nothing changes it. There is NO option to move forward.
- Jay
Hi Catalyst-of-Awesomeness, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains and preventing the upgrade from going through?
I was on the Plus plan and seem to have been downgraded to basic.
- Walter
Have you tried another browser to do this at all since you first noticed this? If you did and this persists, could you clarify the URL you're navigating to upgrade your account back to the Plus plan?
Apart from that, can you try from the plans page directly and let me know how it goes?
Keep me posted alex_k
Exactly the same problem. I am unable to upgrade to Plus, it won't let me pay, it won't show the upgrade price. Everything works until I log in, once I log in it gives an error. When I choose to upgrade to Essentials it works. When I want to use the offered discount on Plus, it does not work. Two days ago it worked but not anymore. No matter what browser, computer or whatever I use. What shall I do?
I'm on the same boat. I was waiting for the Advanced theam support by email. But they closed the ticket without giving any help. Please reopen my ticket.
Exact same problem here. Will be terminating my Dropbox account as a result and moving to everything over to Apple.
Need to upgrade and I keep getting the same error code. "Something went wrong. Please refresh the page or contact customer support"
I was sent here to find the answer. I'm concerned you'll dump the files because it needs an upgrade to handle the volume of files.
It was requested I do the following:
Refresh page: did nothing
Change browser (safari, chrome and edge were all tried): did nothing
Incognito window (in all 3 browsers above): did nothing
Clear cache: did nothing
Clear browsing history: did nothing
At a loss and need this account upgraded.
- Nancy
Hey GraniteConsulting! Have you opened a support ticket about this perhaps?
If not, can you clarify what plan you’re trying to upgrade to, when you receive this error, and also send me a screenshot of it?
Also, have you checked your browsers for any pending updates, and disabled any additional plugins?
Hi Nancy. I was only offered to come here and post. I was not offered a support ticket. The issue has not been addressed.
Trying to upgrade from basic to Family.
All browers tried (3) are up to date and extensions were not the issue.
HELP!
Need to upgrade and I keep getting the same error code. "Something went wrong. Please refresh the page or contact customer support"
I was sent here to find the answer and to post about it. I'm concerned you'll dump the files because it needs an upgrade to handle the volume of files.
It was requested I do the following:
Refresh page: did nothing
Change browser (safari, chrome and edge were all tried): did nothing
Incognito window (in all 3 browsers above): did nothing
Clear cache: did nothing
Clear browsing history: did nothing
At a loss and need this account upgraded.
Trying to upgrade from Basic to Family. I had family, it expired and now it won't let me renew.
Desperate for help.
I have got the same problem too.
May anyone please help me?
Sales chat tells me to create another dropbox account and transfter the files from my original account. Do I need to do that?
- Yes. I tried with another browser and tried to resubscribe but same warning "something went wrong, please refresh or contact support" appeared and I cannot make any payment.
Hey @KSBilly, this is what we eventually end up doing. The second account is only to set up payment. We made our first account admin too and eventually when everything was synced, we de-admined the second account and everything works fine now. Only thing is I really do feel like Dropbox should be aware of this bug and find a better solution for the users. We lost well over 20 hours of our time over this thing with support and all.
- I’m here with this exact problem!! Need help!
- I have tried 3 different computers, browsers, and payment methods. Still won’t work.
I can’t attach a screen shot but it’s the same errors as others have experienced on this thread.
I am having this exact problem with the exact screenshots I have been seeing from every one. Did y'all ever figure this out or what? Need to access my account ASAP.
- Nancy
Sorry to hear this, TheQueenFantasia. Do you mean that your Dropbox account has run out of space, so you can’t upload/sync any new files?
Have you also tried upgrading via a different browser/incognito window in the meantime?
If you happen to have another payment method available, can you please try it and let me know if the same thing happens?
Ping me when you’ve got more info, and we’ll go from there.
Hi!
I mean that the same error message that this thread started with is what I am experiencing. The exact same. I have tried everything, new window, different browser, different device.
