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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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Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.
- Hannah
Dropbox Community Moderator
Hey gm101, thanks for reaching out to us.
Have you used out payment lookup tool, to find out if perhaps you have an account you're unaware of?
If the account that comes up is not yours, let me know and I will send you an email, so we can sort this out.
Hello,
DropBox has tried to charge me £516, a few days apart. I have two accounts - one a Plus, paid for in January (annual) and one now free (previously plus). Any idea why they may try to charge this? Luckily I didn’t have the funds in that account, and have now frozen it and ask for a new card to be issued.
Thanks!- Rich
Super User II
PDrummy wrote:
DropBox has tried to charge me £516, a few days apart. I have two accounts - one a Plus, paid for in January (annual) and one now free (previously plus). Any idea why they may try to charge this?That sounds like the yearly charge for a Business Standard account with three users. Did you start a Business trial and not cancel it?
For any other information 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.
Hi there. I am being charged a monthly fee from DropBox of $18.69. I have checked my account and I have a free account. I have checked my billing and invoices and there is nothing there. I can't even contact anyone because when I go into billing management, the option to contact someone is not available because I don't have a paid account. Does anyone know how I can contact someone to cancel this or manage this? The dropbot is useless. I need an email address or similar to stop the payment.
- Rich
Mums Who Wine wrote:
I am being charged a monthly fee from DropBox of $18.69. I have checked my account and I have a free account.
If you have a free account and you're being charged, then you're being charged for a different account. Use the credit card charge lookup tool to identify the account you're being charged for.
I can't even contact anyone because when I go into billing management, the option to contact someone is not available because I don't have a paid account.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.
- Someone has used my card to pay for a Dropbox. I don’t have an account. So I can’t get help. I can’t call. I can’t email. I’m ready to pull out my hair. I was billed 8/24/23 for 119.88. It doesn’t match up to any email accounts that I have or had. I just want to cancel and refund the charges
- Rich
goingcrazyoversomeidiot99 wrote:
Someone has used my card to pay for a Dropbox. I don’t have an account. So I can’t get help. I can’t call. I can’t email.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 have been charged for several months a subscription of £9.99 per month but am concerned whether this is genuine as I have received many e-mails warning me that my drop box is over the limit. The e-mails look as though they are from dropbox but the e-mail addresses seem to be from different countries such as Iceland, San Francisco all warning me that my plans TBs of storage is nearly full and need to upgrade. The odd thing is that my account plan shows that there is more room and that nothing has been added for some time.
As I am concerned about the security of my account and the possibility of being scammed, I have given notice to downgrade/cancel my plan.
I guess that one issue may be whether I have for some reason got more than one dropbox account
- Megan
Hi hh48, welcome to our Community!
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.
As for the emails warning you about the space in your account, have you made sure they are coming from official Dropbox domains?
Keep me posted of any updates!
