There was an error processing your request. We were unable to process your payment information. Please double check that all fields have been filled out correctly and try again, or visit support.box.com for further assistance.

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March 25, 2021 14:41

I am unable to signup..getting following error

There was an error processing your request.

We were unable to process your payment information. Please double check that all fields have been filled out correctly and try again, or visit support.box.com for further assistance.

Comments

11 comments

France

March 25, 2021 20:43
Hi there,

Welcome to the Box Community!

To help with your concern, I went ahead and created a ticket for you with our Billing department to help with your billing/ payment information.

Please check your email for details.

Thanks for your patience!
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Tibarumal Gems and Jewels

June 02, 2021 14:49
Hello, I have same problem, when i try to upgrade to business trial, i am shown same error, My credit card is working fine, but still its not signing me up and is giving error message. kindly fix this so that i can start using it.
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Box User

November 09, 2022 17:21
Same issue for me when upgrading my account... I have re-entered all card information, but still get the error. I have tried two different credit cards, and still can't upgrade.
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Andy

February 20, 2023 08:38
Same issue with me today. I have tried to submit two different card details, both produce the same error message. I'm trying to renew a subscription that's been running for years. Please advise when I can retry. Thanks
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Box User 1977

February 20, 2023 11:20
That error still persists - My card worked for years and now i doesn't. I cannot renew a subscription that's been running for years. Please advise when I can retry. Thanks
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Inger Ekrem

February 27, 2023 19:27
Same issue with me for a couple of tries. I have tried to submit valid card details, but get the same error message. I start to believe that the problem is not on our part.

Please reply
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JDoe1977

February 27, 2023 20:51
Got this reaction from Box Customer Success people (whaa Rotfl) : Regarding the error, we recognized that there's a continuing issue with using non-US VISA credit cards to make payments, which results the payment in the error "authentication required". So BOX cannot proces a foreign VISA Credit Card and we as customers have to suffer. Get your .... together BOX! Or all of your foreign non us customers are now forced to pay all of your invoices by wire transfer, That will be not a happy few days for your admin people!
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Mária Pótor

March 31, 2023 09:20
Dear Box Team!

I got the same message when I wanted to add a new card to my account:

There was an error processing your request.

We were unable to process your payment information. Please double check that all fields are filled out correctly and try again, or visit support.box.com for further assistance.

Please let me know how can I update payment information.

Thank you!
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Andy

March 31, 2023 09:37
The problem is at Box end, not us as users.

The problem appears limited to non-US Visa cards only, due, I suspect, to changes to 3DS2.

Box have assured customers who have contacted them direct that they would not close any overdue accounts resulting from this issue.

If you are worried and have an option to pay by Mastercard, I can confirm that this option works (for non-US cards).
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max hofb

March 31, 2023 14:57
same issue for me
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史世谦

August 12, 2024 02:15
How can I contact the relevant team to solve the error and get my account updated.
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