Basic plan but being charged

I have been charged on the 8th of the Month since December for a Professional Account. Then on March 8th I was both charged and alerted that I am out of room. I logged in and found that my storage space has been reverted back to the free Basic account and I'm being asked to upgrade. The account tab further informs me that "recently cancelled" and there is no record of the charges going back to December.

If I cancelled, why was I charged?

If I was charged, why is my storage space back down?

Because I'm no longer have a paid account I can't access a human being to discuss this. The bot and the help pages are asking me to verify the charge with a code that's supposed to appear on my credit card statement, but does not. 

This is my last effort to sort this out before reporting the last four charges to my credit card company as unauthorized charges. 

Hey sonyat23, thanks for reaching out to our Community.

It sounds like you might be paying for a different Dropbox account.

Are these payments credit card ones? Or through iTunes/Google Play?

If they are credit card ones, please use our lookup tool, to see which email address is associated with the account you're paying for.

Let me know what you find.

I am using a credit card (as stated).

The lookup tool does not work as my credit card statement does not have the required code /transaction ID (as I stated).

I have no other accounts with Dropbox. 

Here's what shows with my bank. 

Mystery Solved: This is a HelloSign account now owned by Dropbox. I logged into HelloSign and cancelled. 

Thanks for the update here, Sonya!

I'm glad to see that you were able to figure this out.

If you need anything else, don't hesitate to let us know.

Have a great weekend!

Even though I use dropbox basic, dropbox charges my bank account 11.99 euros per month. I also checked that I don't have another account connected to dropbox. What can I do in this situation?

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Jakub Mendyka wrote:

Even though I use dropbox basic, dropbox charges my bank account 11.99 euros per month. I also checked that I don't have another account connected to dropbox. What can I do in this situation?

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Use the credit card charge lookup tool to identify the account you're being billed for.

Failing that, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in

• https://www.dropbox.com/support/billing-issues

Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

Hi everyone

I have been charged about 15 dollars a month for a year but have no plan subscription. As I do not have a plan subscription, I can't get any help from dropbox but an avatar chat. There is also no transaction ID on the credit card statement and no payment info on the dropbox page of my user account. How do I get this charge cancelled? My credit card company said it has to go through dropbox.

Thanks for your help.

Hey kiliank, thanks for reaching out to us.

Strange that there's no transaction ID on the credit card statement; but not to worry, we can still figure this out.

Can we send you an email to investigate further?

Hi,  I have just been charged $187 for a Dropbox Plus account.  This is happened for three years in a row now and seems impossible to sort out.   When I lodge into my account, it is still showing as a Dropbox Basic account.   My email address is obviously connected to another Dropbox account which I cant remember and have lost track of.   How can I get this canceled without having to cancel my debit card to stop Dropbox swiping my bank account?  Any suggestions?  Thanks