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Being charged for an unknown account. How can I rectify this?
Hi all,
I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.
We think it might be an ex staff member who paid for the account and didn't cancel their subscription before leaving.
How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
Thank you.
Rum-SMK wrote:
How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
You can use the credit card charge lookup tool to identify the account you're being charged for. Once you've identified the account, you can sign into it if you have access to the email address associated with the account. Reset the password if necessary. A refund likely won't be possible, but you should be able to cancel the subscription. If you can't access the account, contact Support to cancel any future charges.
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Rich,
Thank you @Rich, This worked. But it is a very old account that I no longer have access to So how do I cancel it without having to log into the account (I do not have that email any longer so I can not reset the password).
- Rich
Super User II
m74 wrote:
This worked. But it is a very old account that I no longer have access to So how do I cancel it without having to log into the account (I do not have that email any longer so I can not reset the password).
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.
Hi,
I noticed an annual subscription charge on the credit card associated with the account. The charge was made in September 2023 but there are no receipts/invoices displayed in "Billings". Also, there is no payment/receipt history.
Can you please let me know when this issue can be fixed? Or can you send me my current receipt for Sept 2023 so that I can reconcile my credit card for payment.
Thanks,
Molly [removed]
[removed]
[personal info removed per the Dropbox Community Guidelines]
- Rich
myin wrote:
I noticed an annual subscription charge on the credit card associated with the account. The charge was made in September 2023 but there are no receipts/invoices displayed in "Billings". Also, there is no payment/receipt history.
What plan does it say you're on when you look at your Plan page? If it says Basic, then the account you're signed in to doesn't have a paid subscription, and you're being charged for a different account.
Use the credit card charge lookup tool to identify the account you're being charged for, then sign in to that account to view the billing history and access the receipts/invoices.
Dropbox [removed per Community Guidelines] 141-58576933 CA 13.22- Every month I get billed by dropbox $13,22.
The account I am currently using is downgraded already downgraded to basic, so either I am wrongfully charged by dropbox.
Or the credit card charges are related to another dropbx account I might have signed u in the past and don't remember email or login anymore.
Customer service is non existent at dropbox as there is not chat or phone number. Can someone pls assist, sick of paying dropbox for a service i don't use.
Thanks
- Nancy
Dropbox Community Moderator
Sorry to hear this, dengmam.
From your post, it sounds like you’re being billed for another Dropbox subscription, indeed.
Have you tried inserting your transaction ID here, to verify the Dropbox account in question? Is it the same as the one showing here?
If not, please try logging in to Dropbox with the correct email address, and let me know if you can cancel your plan now.
it is not working. If i enter the transaction id and correct credit card details I get following notification; pls enter the expiration date and four last digits of your credit card number. I don't know to which account these changes are related, hence i can not log in. Most likely an old private or personal email i don't have access to anymore.
@megan: as mentioned in my comment - I get following notification; pls enter the expiration date and four last digits of your credit card number. I enter the correct details but the message stays.
- Walter
Hey dengmam, sorry to hear you're still having issues with this.
I'd recommend getting in touch with our support team directly for further assistance on this.
To do so, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.
Once you do this and get a ticket from our system, feel free to share your ticket ID with us so that we can look it up as well.
