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Why did my payment fail?

If a payment is declined, you'll see an error message the next time you sign in to dropbox.com (the Dropbox website). If your subscription auto-renews, you'll also get an email notifying you that your payment was declined.

In most cases, credit card declines can be fixed by re-entering your billing information (be sure to double check that you entered the card info correctly).

If re-entering your billing information doesn't solve the problem, try these additional steps:

  • Use a different card
  • Use PayPal instead
  • Call your bank or credit card company
    • Your bank or credit card company may have blocked the charge. You can lift the block by calling your bank and letting them know that you're attempting a legitimate charge.

Learn more about changing your payment method.

If you contacted your payment vendor and attempted all the above steps, but your payment still isn't processing, submit a support request. Be sure that you're signed in to your account before contacting us.

Dropbox Business

If a payment fails using the credit card on file on your Dropbox Business account, we may be unable to renew your team subscription. If we can't renew your team subscription, your team's account will be downgraded to a Dropbox free team. In this case all team member accounts are reverted to Dropbox Basic (free) accounts.

If this happens to your team but you'd like to continue using Dropbox Business, you can buy a new subscription and set up a new team. You can also renew your subscription by updating your billing information.

If you're a Dropbox Business admin and you need to contact support, you can find contact info in the Admin Console:

  1. Sign in to dropbox.com with your admin credentials.
  2. Click Admin Console
  3. Click the Help tab
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.

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