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Forum Discussion
Can’t access old work email tied to account that I need to cancel
I’ve been getting charged $11.99 / month for an account tied to a work email address for a job that I haven’t worked at in 5 years. When I try to log in to cancel the account, Dropbox tries to send a...
Rich
Super User II
Super User IIWhen I try to log in to cancel the account, Dropbox tries to send a verification code to my old work email which I can’t access because I don’t work there anymore.
You likely won't be able to sign in to the account without access to the email address. That's fine though, because you can still contact Support to have the subscription cancelled. 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.
Each time I try to file a support ticket I get an error.
What is the error that you're getting? Make sure you're NOT signed in at all when visiting the support page, as described above. When filling out the form, where it asks for the email address of the account, make sure you enter an address you have access to. You can enter the actual account email in the other details section further down.
I never signed up for a paid Dropbox service.
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’m on the page Dropbox.com/support/sign-in-issues and when I try submitting a ticket I just get a red box that says “There was a problem completing this request”.
This is infuriating that I continue to be charged and am continually stymied when I try to cancel the account b
- Nancy
Dropbox Community Moderator
Kb112233, when opening a ticket with our support team, did you use an email address that you can currently access, so that they may reach you there?
Are you receiving the same error, if you try to log a ticket for a billing issue instead?
I can’t log into the account because I don’t have access to my prior work email, and each time I try logging a ticket at Dropbox.com/support/sign-in-issues I just get a red box that says “There was a problem completing this request”.
Is there another way to log a support ticket or reach a real person who can cancel this account?
- Nancy
No worries, we can log a ticket for you instead. Can we reach you to the email address that’s linked to your Community profile here?
