Issue with upgrading from Free to Box Business plan

[Summary] I am attempting to upgrade my Free account to a Box Business plan, but I am unable to complete the process due to a recurring error.

[Steps Taken]

1. Created a Free account, verified my email address, and logged in.

2. Clicked the "Upgrade Plan" button in the top-right corner.

3. Selected the "Business" plan.

4. Set the total number of users to "3" and selected "Monthly" billing.

5. As a Japanese user, I initially entered all information (including payment and address details) in Japanese characters. 6. The payment method used is a VISA Virtual Card. To ensure there were no typos, I had multiple colleagues double-check the entered information. I have confirmed that all fields were filled in correctly.

6. After clicking the "Upgrade" button, the error occurred.

[Results] An error message appeared, and the upgrade could not be completed.

[Error Message] "An error occurred while processing your request. We were unable to process your payment information. Please double-check that all fields are correct and try again. If you need support, please see support.box.com."

[Troubleshooting Attempted] To rule out character encoding or browser issues, I tried the following:

• Changed the language setting from Japanese to English and tried again → Same issue.

• Simplified the address using English/Roman characters (e.g., "Minato", "Tokyo") → Same issue.

• Switched between full-width (Japanese) and half-width characters → Same issue.

• Attempted the upgrade in an InPrivate (incognito) window → Same issue.

• Searched the Box Community for solutions and found a similar case (https://support.box.com/hc/en-us/community/posts/ [removed by moderator] ), but it did not lead to a resolution.

[Environment]

• Browser: Microsoft Edge (latest version)

• OS: Windows 11 Pro

[Request]

1. Please help me complete the upgrade process for my account.

2. Please share this information internally to prevent similar issues from occurring in the future, especially regarding localized input and virtual card processing.

Thank you for your assistance.