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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 had a charge on my card for about 120 and ive never used or looked at drop box until it happened but I’ve looked for the email to talk to a real person and get my money back after looking through all the other useless help pages, and I still can’t find it. I just wanna email someone in billing or support who can help me sort this out
- Megan
Dropbox Community Moderator
Hey Iwantmymoney, let's jump right into this!
It'd be more than happy to reach out, and send you an email in order for us to have a closer look into this.
Would that be okay?
Let me know!
- My bank shows two $9.99 recurring charges from Dropbox on 5/19 and 6/20. I have a free account and there's no billing history under my settings. Similar to others, I'm unclear about why dropbox would suddenly, for no apparent reason, begin drafting these unauthorized charges. How can I get this resolved?
I have a free tier account but was charged $120 by Dropbox mysteriously. Seems like I can't access meaningful customer support because I don't pay (which is probably a UDAP that the FTC would love to hear about, and probably a Reg E violation the CFPB would love to hear about...).
Any recommendations for how I can get in touch with someone and submit a dispute for that charge to Dropbox + ensure I'm not charged again? Generally have liked using the product, I just want to get the charge fixed.
- Megan
Hey Dmille, & rcyoung3, let's jump right into this!
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
- I followed the directions and still ended up right where I started -- redirected to a community forum. I've been going around in circles for days trying to get a real person to help me resolve these charges.
- Rich
Super User II
Dmille wrote:
I followed the directions and still ended up right where I startedYou tried to identify the account you're being charged for by using the credit card charge lookup tool?
That's your first step. If you can identify the account and it uses an email you control, you should be able to sign in to the account. If you can't identify the account or it's not one of yours, you would need to 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.
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox. I do not get any sort of transaction id when I get charged so I have no idea where the money goes to. Is there a support mail I could get ahold to?
- Rich
CookieOscar wrote:
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox.
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.
Hi Megan -- I tried looking it up but the window for the lookup tool closes out whenever I search and before it gives me any info, and I get a new message from the support bot telling me look at the forums. So it's not actually helpful because I can't get any real info on the charge.
How can I directly contact the support team from the forum? Everything I've seen suggests I can't actually talk to support unless I pay, and I don't want to post the transaction info on a public forum like this one
