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Why did my payment fail?

Dropbox displays an error message if a payment is declined. This alert appears in a red box at the top of the page after you submit your credit card information. However, the error code and associated text is not always useful for troubleshooting potential issues.

In most cases, credit card declines are easily fixed by reentering your billing information or by contacting your specific payment vendor directly for assistance.

If you're repeatedly encountering a failed credit cad payment, you can change your payment method to Paypal with the following steps.

Dropbox Pro users

To change your payment method to PayPal:

  1. Sign in to dropbox.com.
  2. Click your name in the top-right corner of the page.
  3. Click Settings.
  4. Under Payment method, click Change.
  5. Select the PayPal option, and enter the requested information.

Dropbox Business users

To change your payment method to PayPal:

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

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

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

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.