Forum Discussion

andrewm1990's avatar
andrewm1990
New member | Level 2
10 months ago

Downgraded to a Basic account but can't remove payment option and was just auto-billed.

I recently downgraded my Dropbox subscription back to a basic account (in January 2024), and do not want my credit card information remaining as a payment option in Dropbox. I'm not currently seeing any way to do this using my online account, and recently I was automatically billed for ANOTHER year of Dropbox plus ($130!!). I can't even go through support in my account to try and address this, because my subscription is basic now, and my support options are really limited, and none were helpful at all. Has anyone else had this problem, and is Dropbox even allowed to restrict people from updating or removing payment options?

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II

    andrewm1990 wrote:

    I recently downgraded my Dropbox subscription back to a basic account (in January 2024) ... recently I was automatically billed for ANOTHER year of Dropbox plus ($130!!).


    Are you sure you were billed for the same account, rather than a different account? Use the credit card charge lookup tool to see what account you were charged for.

    • andrewm1990's avatar
      andrewm1990
      New member | Level 2

      Hi Rich, thanks so much for the tip, I used the lookup tool and your suspicion was correct, I was being charged for a different account, which was a work email that I no longer have access too. I can't log into that account anymore due to the extra authentication step. Is there a way to go through support and try and delete that account, or at least stop having it billed automatically?

      • Rich's avatar
        Rich
        Icon for Super User II rankSuper User II

        andrewm1990 wrote:

        Is there a way to go through support and try and delete that account, or at least stop having it billed automatically?


        You won't be able to access the account without access to the email, but Support can help you cancel any future charges.

         

        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.

         

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.

Need more support

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 or Facebook.

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!