If your payment didn't go through at checkout, Box displays an error message. This article explains what causes payment errors and how to resolve them.
Overview of problem
When a payment fails at checkout, Box displays an error message such as:
Payment errors typically occur when the card details on file don't match your bank's records, when your bank declines the transaction (for example, due to a spending limit or a suspected fraud flag), or when a temporary browser issue interferes with the checkout process.
Process for resolution
Work through the following steps in order. After each step, return to checkout and attempt the payment again.
- Check your payment details. Confirm that your card number, expiration date, CVV, and billing address are all entered correctly. Even a small mismatch can cause a decline.
- Clear your browser cache and cookies. Cached data can sometimes interfere with payment processing. Clear your cache, then return to checkout and try again. For instructions, see How to clear your browser cache.
- Try a different browser. If the error persists, open checkout in a different browser — for example, switch from Chrome to Firefox or Safari — and attempt the payment again.
- Use a different payment method. If you have another credit or debit card available, try completing the transaction with that card.
- Contact your bank. Your bank may have flagged the charge. Call the number on the back of your card to confirm no block is in place, then retry the payment.
Outcome
Once your payment processes successfully, Box displays a confirmation screen and sends a receipt to your email address. If you can view your updated plan or subscription details in your account settings, the issue is resolved.
Alternatives
If none of the steps above resolve the issue, submit a billing support ticket directly with the Box team and include all details possible for faster assistance.