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Being charged for an unknown account
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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I was just charged a renewal fee by Dropbox for an account I do not have. When I put the transaction information in the Dropbox search tool I just get an error message. I have followed all of the support suggestions and do not have an account that is tied to the credit card number they are charging. I have also never received a bill or an acknowledgment that a payment was received by Dropbox. This charge was reported to my credit card as fraud.
- Megan
Dropbox Community Moderator
Hi iszpilczak, welcome to our Community!
I'd be more than happy to help you locate this charge. Can I possibly send you an email to your Community-linked email address, in order for us to have a closer look into this?
Let me know!
Hi Megan,
Yes, please send me an email. I have tried to use the lookup tool and it just prompts me for the credit card information that I have provided.
- Megan
Hi Megan,
I have responded to your email.
Thanks again
My card has been charged for many months and I am on the free basic plan. There is no where on this site where I can contact any human being. That is ridiculous for a company of your size. I expect my money refunded immediately!
- Megan
Hi Kirsteng, let's jump right into this!
Is it possible that you have another account, and the charge is related to that? Have you tried our self-serve look-up tool, in order to locate where the charge is coming from?
If I were you, I'd give it a go.
Let me know more of any updates!
- I have just got charged 95 pounds for a basic account how is that possible ?
- Megan
Hi Barettaski, I hope you're doing well!
In regards to your charge, can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?
Let me know what you find and we'll take it from there.
- Hi Monica
I could not get a 12 digit transaction but a much longer one so I was unable to run the test
