Skip to main content
Solved

Unable to upgrade from Individual to Starter Plan due to payment error

  • August 28, 2025
  • 5 replies
  • 91 views
M

I am currently using a Box Individual account and would like to upgrade to the Starter Plan. However, when I try to complete the upgrade, I receive the following error message:

 

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.

 

I have already double-checked my payment details and tried different browsers, but the issue persists. Could you please assist me in upgrading my account to the Starter Plan?

Thank you for your help in advance.

Best answer by Rona Box

Hi ​@mayumi and ​@dannison, 

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

I understand that you’re encountering a specific error while upgrading your account. To ensure the completion of your upgrade, please reach out to our Billing team via billing@box.com. 

 

Thanks for posting, and have a safe weekend!

    5 replies

    D
    • dannison
    • New Participant
    • 1 reply
    • August 28, 2025

    Same issue here! Can anyone help?

    Rona Box
    • Rona Box
    • Community Manager
    • 717 replies
    • Answer
    • August 30, 2025

    Hi ​@mayumi and ​@dannison, 

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

    I understand that you’re encountering a specific error while upgrading your account. To ensure the completion of your upgrade, please reach out to our Billing team via billing@box.com. 

     

    Thanks for posting, and have a safe weekend!

    N
    • nihonvictor2025
    • New Member
    • 2 replies
    • August 30, 2025

    There was an error processing your request.

    Your account needs further verification, please submit a ticket at support.box.com.

    N
    • nihonvictor2025
    • New Member
    • 2 replies
    • August 30, 2025

    Upgrade checkout
    There was an error processing your request.

    Your account needs further verification, please submit a ticket at support.box.com.

    Rona Box
    • Rona Box
    • Community Manager
    • 717 replies
    • September 1, 2025

    Hi ​@nihonvictor2025, 

    Welcome to Box Community, and I moved your post to this related topic, please join the discussion! 

    Since you are also having error while upgrading your account, please contact our Billing team (billing@box.com) to help address your concern. 

     

    Thanks for posting, and we hope to get this sorted out very soon!


    Terms & ConditionsCookie settingsAccessibility statement