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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
Super User II
Kristen3 wrote:
I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
You'll need to contact Dropbox Support directly. 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.
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.
- Walter
Dropbox Community Moderator
Sorry to hear that Kristen3 - what web browser are you using at the moment? Depending on the web browser you're using, there should be a way to open a new window without being logged into any Dropbox account, this is called an incognito or private browsing window.
You should be able to fill in the form normally from a logged out state, that's why I suggested it in the first place.
I am using safari. But I don't understand why I have to open chrome and fill out a form from a logged out state to stop being charged but I will try right now. Why is this platform so difficult?
I have the free subscription, but for the past two weeks there has been a charge of 127.79 attempting to be taken from my bank card on file. I can't get in touch with a live person on the phone or chat in order to straighten this out. PLEASE HELP! Thanks!
I agree..this is very difficult...especially when you can't speak with a live agent. I have my card locked...but I see this charge of 127.00 from Dropbox attempting to be taken out. It is next to impossible to get this fixed. I may just order a new card...I'm over it already. I sure don't want to be going through all this to get a refund! Good luck!
- Nancy
King316, if Dropbox is trying to bill you for a subscription, and your current account is on the free Basic plan, then it’s quite possible you have a separate Dropbox account under a different email address.
Besides the email address showing here, do you have any other emails that you can check?
If you also look at your bank statement, is there a transaction ID linked to these charges or not (as I understand the transaction isn’t through just yet)?
I've tried 2 other email addresses, is it possible for you to verify them for me? The password reset email is not going to them and it's not in the spam/junk folders either. So I don't know which email it could be..but I need that cancelled..I have a free one already!
Yes Megan please do, I would appreciate that!
