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Why did my credit card or PayPal 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 bank directly for assistance.

Re-enter your credit card on the Dropbox website

  1. Sign in to the Dropbox website.
  2. Click on your name from the top right corner of any page to open the account menu.
  3. Select Settings from the account menu.
  4. On the Account Info tab, click on the Change Billing Information link or click here for a shortcut.
  5. Enter your credit card and billing information and click Update Credit Card Info.

If re-entering your credit card 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 might want to consider trying another card or using PayPal.

If you've contacted your bank 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.