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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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Thanks for reaching out Megan. I did look at the billing and the number after the charge wasn't 12 numbers and letters long so that didn't work. I looked at the plan page and it says a basic plan and yet I keep getting billed and that is the issue there is nothing to cancel and I thought I had canceled it yet still the fees. And the form you attached just leads me back to the page where I submitted this on the community page so I am back to square one again.
I recently received a message from PayPal saying I have been charged £95.88 by Dropbox International. While I do have two Dropbox accounts - one for work and one for personal - they are both basic, free plans. I have checked the 'billing' page for both accounts and neither of them show an invoice or any reference to this charge.
I note that £95.88 is the current cost for a Plus subscription, but I don't appear to have that on either account.
Who can contact me, or who can I contact to, have this explained and/or resolved? I see that others have had similar ghost charges - I wonder how widespread it is?
- Nancy
Dropbox Community Moderator
Hi Craig19! Since this is account/billing-specific, I suggest reaching out to our support team instead, so that they can take a look.
Here’s how:
Open another browser on your computer, and make sure you’re NOT signed in to ANY Dropbox account.
Go to this page, and select an “issue type”.
Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
You will then receive a confirmation email that will have a ticket number.
Please send me your ticket number here after that.
Hi, Ticket number 22942134
- Money is being charged monthly from my account although I don’t have a subscription. What can I do?
- Rich
Super User II
Mikael0826 wrote:
Money is being charged monthly from my account although I don’t have a subscription. What can I do?Use the credit card charge lookup tool to identify the account you're being charged for. If you don't recognize it, 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.
I do not know what that is or how to do that
I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
