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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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- Hannah
Dropbox Community Moderator
Not a problem, Barettaski, can we send you an email, so we can investigate this internally?
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. I checked my account and it says that I am signed up for Basic Free plan - I cancelled this since I am being charged money without permission. There is no one in my family who has a Drop box account. This appears to be a fraudulent charge. I have tried the lookup tool but do not have a 12-digit alphanumeric code located on the Dropbox line item on bank statement. I only have a 10-digit alphanumeric code and when I enter that in it says that I need a 12 digit code? We have disputed it with our bank but there is no number or email to reach out to Drop box. When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
- Rich
Super User II
tscheulov wrote:
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. ... When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
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.
- Yes pls
- Jay
Hi Barettaski, I can see that you've recently submitted a ticket of your own. I've added your comments to it in order to prioritize and expedite matters on your behalf.
Hello, I am the company accountant - we are being billed £16.99 each month from Dropbox - but no one in the company knows who this is for. I can give all the credit card details and the dates of the past few monthly charges.
I can't log in to the account - because I don't have the email address of the person who set the account up - we don't know who it is.
How do I find out who this account is for, how do I get invoices for payments that have been taken, and if necessary - how do I close the account?
- Hannah
Hey Christine Campbell, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
This doesn’t work. I think Dropbox doesn’t care and makes it hard to find any info. Now way to contact them and work thru the issue. It’s obvious. I have a charge on my credit card. I cannot look up the charge on you tool because it’s a new credit card and followed from the previous card so it doesn’t work. Now what? I can get a new card but the charge will follow it. I cannot tell what Dropbox account the charge is for.
Test or tool is worthless if it’s from a previous card you don’t have or know the number and exp date
- Jay
Hi Rsg7777, are you able to contact the support team by opening an incognito/private browsing window, while not signed into your account, and accessing this link. Choose 'Other' and then put in an email address that you can access, followed by your billing info.
They should be able to assist from there on.
