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Red Gerran's avatar
Red Gerran
Helpful | Level 5
3 years ago
Solved

Can't cancel free trial

I'm trying to cancel my free trial, but I don't have that option. Here's what the instructions say:

 

The "plan" and "manage plan" are completely absent from my options. I then tried to delete my account altogether, but it told me to cancel any ongoing subscriptions first, and this is what it looks like for me:

 

As you can see, it doesn't mention a free trial anywhere, but it shows 3TB of space, which implies that I'm being charged for the service with no way of canceling. I've tried looking for phone support, but apparently you need to pay to speak with someone over the phone. I'm afraid I might have to cancel my credit card. Does anyone have any answers?

cancellations
Plans
  • Walter's avatar
    Walter
    3 years ago

    Hey Red Gerran, sorry to jump in here, but I just wanted to mention that it looks like your trial was indeed cancelled, but you'll get to keep the additional quota till the end of the trial period. 

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  • Annoyed Derek's avatar
    Annoyed Derek
    Explorer | Level 3
    3 years ago

    Now Dropbox community says my issue is solved - which it is NOT. This is just wasting my time. I will cancel the whole plan. This is not an ethical way to do business and i do not want them having any of my data.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Annoyed Derek, thanks for bringing this to our attention.

     

    Can you please clarify if you started the trial on our website or if it was through the app store on a mobile device?

     

    Also, what exactly is reported in your plan tab at the moment?

     

    Keep us posted! 

  • Villager's avatar
    Villager
    Explorer | Level 3
    3 years ago

    I am trying to cancel a basic 30 day free trial with no success. This is the most exasperating time I've ever had trying to cancel a trial. There is no option to cancel on either my phone or laptop. Selecting manage subscription just leads to a pitch for an upgrade. Someone please help. I've tried all the suggested methods. Thank you

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Villager, thanks for messaging the Community!

     

    Did you upgrade to a trial via the site or the mobile app? What plan do you see on this page currently?

     

    This will help me to assist further!

  • Villager's avatar
    Villager
    Explorer | Level 3
    3 years ago
    Hi Megan, thanks for your reply and help! If memory serves, I believe it was on the website.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Villager, thanks for the info! 

     

    And what does your plan page currently read? 

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Villager, thanks for the info!

     

    Keep in mind that if your plan page mentions the Basic plan, then it seems you're not using a trial.

     

    Is it possible that you have two accounts, or that your trial expired?

  • Villager's avatar
    Villager
    Explorer | Level 3
    3 years ago
    I thought my trial was for basic and expires tmrw. No, I currently only have one account.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Basic is our free account, not a paid one Villager, so no worries.

     

    You can also double check your emails, for any Dropbox-related emails about starting a trial there, just to make sure. 

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