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Issue with upgrading from Free to Box Business plan

  • January 14, 2026
  • 6 replies
  • 161 views
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[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.

Best answer by Jey Bueno Box

👋 Hi ​@shravani, welcome to the Box Community! I’ve moved your post to this relevant thread. Sorry to hear you’re running into an issue with your upgrade.


To review your account status and the error message, and to assist with upgrading, please reach out to our Billing Team at billing@box.com. Be sure to contact them using the email associated with the account you need help with so they can complete verification.


You can also call them at 1‑877‑729‑4269 (Ref: Billing Support at Box).


Thanks, and we look forward to getting this resolved.

      6 replies

      Rona Box
      • Rona Box
      • Community Manager
      • January 16, 2026

      Hi ​@user japan 

      Welcome to Box Community and we’re glad to assist! 

       

      Thanks for the detailed information and it indicates that you have already collaborated with one of our team members. Please keep an eye out and we’ll continue to work with you via email. 

       

      Thanks for posting  and have a wonderful weekend ahead! 

        S
        • shravani
        • New Member
        • June 17, 2026

        Hi Team,

        We are trying to open a new business box account for our company Talli and I am unable to open that. I have provided all the details required for the account opening and I wanted to choose the business plus plan for monthly billing cycle. It keeps throwing error without showing where exactly is the error. It is so frustrating. We have our customers waiting for the link so that we can proceed further and here we are unable to open the box account. Can you please help us ASAP in setting up the business account for Talli ?

         

         

        Jey Bueno Box
        Forum|alt.badge.img
        • Jey Bueno Box
        • Community Manager
        • Answer
        • June 17, 2026

        👋 Hi ​@shravani, welcome to the Box Community! I’ve moved your post to this relevant thread. Sorry to hear you’re running into an issue with your upgrade.


        To review your account status and the error message, and to assist with upgrading, please reach out to our Billing Team at billing@box.com. Be sure to contact them using the email associated with the account you need help with so they can complete verification.


        You can also call them at 1‑877‑729‑4269 (Ref: Billing Support at Box).


        Thanks, and we look forward to getting this resolved.

          S
          • shravani
          • New Member
          • June 17, 2026

          Thank you Jey for the help.

          Before I reach out to the billing team - is it mandatory to upgrade an existing account and we cannot open a new box account for our business? I am confused on this.

            S
            • shravani
            • New Member
            • June 17, 2026

            ​@Jey Bueno Box 

              Jey Bueno Box
              Forum|alt.badge.img
              • Jey Bueno Box
              • Community Manager
              • June 17, 2026

              ​@shravani, thanks for your response, and apologies for the confusion earlier. Since all community members are existing Box users, I assumed this was an upgrade request. That was an oversight on my part.


              Depending on your setup or your org’s requirements, you can either upgrade an existing account or sign up for a new account using a different email. Since you encountered that error message, the next step is the same: our Billing team can help review it. They can check the payment‑related error you received and guide you through the correct path.


              If needed, they can also help set up the account profile. For this process, the primary admin needs to sign up for a Free Individual account first, and then the Billing team can manually apply the upgrade.


              If you have any other questions or concerns, feel free to let us know. Happy to help!

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