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  2. Payments and billing
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Why did my payment fail?

Dropbox displays all declined payment errors exactly as they are reported by your bank. The alert appears in a red box at the top of the page after you submit your credit card information.

The error codes and associated text are not always very useful for troubleshooting potential issues. In most cases, credit card declines are easily fixed by re-entering your billing information or contacting your specific payment vendor directly for assistance.

Re-enter your billing information on the Dropbox website

Dropbox Pro users

To change your payment method to PayPal:

  1. Sign in to the Dropbox website.
  2. Click on your name in the top right corner of the page to open the account menu.
  3. Select Settings, and click the Account tab.
  4. Click the Change link under Payment method.
  5. Select the PayPal option, and enter the requested information.

Dropbox for Business users

To change your payment method to PayPal:

  1. Sign in to the Dropbox website.
  2. Click Admin Console in the sidebar on the left.
  3. Click Account in the left sidebar.
  4. Select the Billing tab.
  5. Click the Update billing information link.
  6. Select the PayPal option, and enter the requested information.

If re-entering your billing information doesn't solve the problem, there are a few common avoidable errors to consider:

AVS Errors

AVS errors occur when the billing information you provided doesn't match the billing information on record with your bank. If this happens to you, the error reported says something like: "E2-27: The transaction resulted in an AVS mismatch." To fix the problem, enter the address your bank has on file or change the address on file with your credit card or payment method.

Suspicious charges

Your credit card company may be suspicious of an unauthorized charge. Banks can be pretty protective of your account when they detect unusual behavior. In these cases, the bank will automatically block unusual spending before it happens. If this happens to you, you can lift the block by calling your bank and letting them know that you're attempting a legitimate charge.

Use a different card or PayPal

If all else fails, you may consider trying another card.

If you've contacted your payment vendor, and we are still unable to process payment for your Pro upgrade, send us a request and we can help.

For our advanced users

For PayPal transactions, a full list of error codes and their descriptions, as reported by the banks authorizing the transactions, can be found on the PayPal website.