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Forum Discussion
Can't access my old email, need to cancel subscription
Hi there,
I have 2 dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer have access to it. I have forgotten the password to the account and can't reset it because I don't have access to the email. I need to cancel the premium Dropbox subscription on the account and delete the account. How can I do this without having access to the email address? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account.
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Thank you Walter. That would be great.
-Seth
I had two email accounts, one I can log into but appears to have nothing in it and I don't believe I'm being billed for it, and another under another email address that I cannot access as when I try I get a message that there is no account for that email address. However, I have been billed $19.99 monthly for the last several years for absolutely nothing. I have tried to reach a live person to address this and this doesn't appear to be possible. I hope you can help close the account. Thank you.
- Walter
Dropbox Community Moderator
Hey CarolLight13, sorry to hear you're having issues with this.
May I ask if you've tried our look up tool to identify the email address that's associated with the charge in question?
Thanks, Walter, I just entered it but I wasn't clear on what to do after I submitted it.
- Jay
Hi CarolLight13, when you entered the details, did it detect a Dropbox account associated with that payment? What message did you get?
I found the email address and got into my account but I haven't used this account for 2 years. I tried to cancel and the next page after I select "cancel plan" is "downgrade your account" which is useless. I finally called my credit card and had them place a stop payment and cancel the card. Paying $19.99 per month for 2 years on an account I don't use is nuts. The last time I tried to close the account a year ago I had the same issue which is why I didn't close it earlier - I just gave up. I would not recommend Dropbox to anyone and will never use it again.
- Hannah
Hey CarolLight13, sorry, but can you clarify what you mean by "the 'downgrade your account' page is useless"?
Were you not able to downgrade the account from there? If so, why not?
And do you still need help cancelling it?
I am having the same issue tied to two previous work emails that I no longer have access to. The chat representative could not understand that because he told me repetitively to log in using those email credentials in order to reset the password, and that was the only solution. Hoping someone can help me here!
