Forum Discussion

Kb112233's avatar
Kb112233
New member | Level 1
10 months ago

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...
account access
billing
cancellations
Subscription Issue's avatar
Subscription Issue
New member | Level 1
10 months ago

I have the same issue!  How do you contact support?  We have an employee who signed the company update for a subscription and left right after.  We don't want this plan, but there is no information on how to talk to someone!  Jay 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hey Subscription Issue, thanks for the nudge here.

    You can submit a help request to our support team directly about issues like this.

    To do so, follow these steps:

    1. Open a private browsing/incognito window and go to this page.
    2. In the "I want to look up information related to" section, choose "other".
    3. Use an email address you can access and fill out the rest of the form.

     

    Let us know once you have your ticket number.

    • Subscription Issue's avatar
      Subscription Issue
      New member | Level 1
      10 months ago

      The issue is that we no longer have access to the email that the employee had.  They left the company.  (We received an invoice and we didn't sign up for this)

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        10 months ago

        You'll need to use an email address you can access, not the email address linked to that account, so no worries!

        Just make sure to follow the instructions.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!