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cleerogers's avatar
cleerogers
New member | Level 2
5 months ago

Charged for a Dropbox plan, but I have a free account

I suddenly have a recurring monthly charge ($11.99) for a “free” account. Because my account is listed as “free” I can’t cancel it or contact help center (because support is not available for free ac...
Billing
cancellations
Payments
Refunds
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
5 months ago

Hi cleerogers, thanks for bringing this to our attention.

 

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

 

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

  • cleerogers's avatar
    cleerogers
    New member | Level 2
    5 months ago
    Hi Jay: thanks for the quick response. I followed all the steps (you also have to click “no this did not solve my problem” to get promoted for the billing info). I clicked submit and got bumped to a chat page. It just asked if I needed more help. Will I get a ticket ID via email? Thanks
    • cleerogers's avatar
      cleerogers
      New member | Level 2
      5 months ago
      Ah! Got it
      Ticket ID: 24412357
      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        5 months ago

        Thanks for the info, I can see that a support agent has replied to your email. 

         

        I've also gone ahead and prioritized the request to expedite matters on your behalf.

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