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Forum Discussion
1638309
2 years agoNew member | Level 2
Getting charged every month but I never signed up for a subscription. How can I stop the charges?
Help! I need a phone number for customer support, I keep getting a charge for $18.07 every month, I don’t know what email was used because this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!
- PumpkabooExplorer | Level 4Hi, so I keep getting charged 19.99 from Dropbox when it says I have a free account. I saw the option to “chat” a message to Dropbox but I don’t feel comfortable giving out my card information like it asks. Is there any way I can talk to someone to get this resolved and stop the billing please? Thank you for any help!
- lindsaybrooksbenderNew member | Level 2
The EXACT same thing is happening to me. I never signed up for a dropbox paid- level account and have been charged $19.99 every month for almost a year. When I enter in my transaction numbers and last 4 of CC number into their billing support tool it doesn't show any record of these transactions.
HELP!
- Walter
Dropbox Staff
Hey 1638309 & Pumpkaboo - sorry to hear about this.
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
- lindsaybrooksbenderNew member | Level 2
I have tried filling out the form- it loops you back to the main support page. Using your 'Transaction Look-up' tool via support page AND my account shows ZERO payment history... yet I get charged every single month. There is no one to help me. This is illegal!
- Hannah
Dropbox Staff
Hey lindsaybrooksbender, sorry to hear you're having issues with this.
Based on the amount you mentioned, it sounds like a Dropbox Professional subscription.
Do you remember creating a Professional trial at some point maybe, that could have renewed to a paid subscription?
And are those credit card payments or are you being charged through iTunes?
- CraziluvNew member | Level 2
In my experience you have to handle this on your own as Drop Box does not have a Customer Service center to call and the autobot can't understand. I suggest putting a new card on file and never responding to emails from Dropbox. If you aren't already committed to a plan, I'd probably choose a new platform, this happens regularly.
- Rich
Super User II
1638309 wrote:
... this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!
Also remember that Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
- jdavis2023New member | Level 2
I received a charge on my credit card statement. I do not have a paid plan with Dropbox. I do not know what this charge is for. I have tried to use the card lookup tool but that isn't working.
I would really like to speak with someone about this issue but, since I do not have a paid plan (even though I was charged), I am only left with a bot or message board.
Any help would be greatly appreciated!
- Rich
Super User II
jdavis2023 wrote:
I received a charge on my credit card statement. I do not have a paid plan with Dropbox. I do not know what this charge is for. I have tried to use the card lookup tool but that isn't working.
You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
- GovernanceExplorer | Level 3
Hi All
We were billed, against our credit card for a drop box account on 14 June 2023. Our [personal information removed per the Community's Guidelines] drop box account is the only drop box account we have yet it is a basic account.
I have tried to get to speak to a person in the drop box cloud and tried all manner of means through electronic communication.
This is the reason why I do not personally ever use drop box.
I am taking this last ditch effort before I get the matter investigated and get the banks to step in to get our money back.
Hopefully a real person will read this and be able to assist.
Kind regards
Maria
- Rich
Super User II
Governance wrote:
I have tried to get to speak to a person in the drop box cloud and tried all manner of means through electronic communication.
What exactly is the issue that you need help with?
- podraza2002Explorer | Level 4
Why do I have two charges on 7/27/2023 on my Dropbox bill?
- podraza2002Explorer | Level 4
Why do i have two charges on my Dropbox bill. Who can help me?
- VicelordNew member | Level 2Dropbox has been taking money from me for sometime now with unauthorized transactions. But this morning I was charged 199.00 for a subscription that’s not even showing up on my App Store.
- Rich
Super User II
Vicelord wrote:
Dropbox has been taking money from me for sometime now with unauthorized transactions.You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
- lavelhicksExplorer | Level 3I’ve been getting charged for this account for over a year and I never even signed up for it
- Hannah
Dropbox Staff
Hey lavelhicks , sorry to hear about this!
Can you use our payment lookup tool, to find out which email address is associated with the subscription?
Is it bringing up your own email address or an address you don't know?
- lavelhicksExplorer | Level 3It’s associated with my email…every contact number I’ve tried to call or support group has been no response or solution
- JosephHenryMNew member | Level 2
Hi... I downgraded my account one year ago from Pro to basic (free). On May 15 of this year, about a year after my downgrade in 2022, I was charged $127.37 ...... I'm only on/using the free/basic plan and am not sure why I was charged this amount. My current account only shows it as a free/basic account. How do I get a refund and stop DropBox from continuing to charge me in the future?
- JosephHenryMNew member | Level 2
The charge is listed as Dropbox [email removed as per Community Guidelines]
- Megan
Dropbox Staff
Hey JosephHenryM, I hope you're doing well!
Feel free to have a look at Rich's response here. That should help you identify where the charge is coming from, and how to proceed.
If you have any questions, I'm here!
- whynosupportHelpful | Level 5
There's a issue with Dropbox support. If you don't have a paid plan there is no ability to get support. I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card. It seems to me that Dropbox would benefit from a decent support option, not just links to articles.
- Rich
Super User II
whynosupport wrote:
I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card.
You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
- itsmyrealtorNew member | Level 2
DROPBOX CHARGES PREVIOUS ACCOUNT HOLDERS WHO HAVE CANCELLED THIER subscription, OVER AND OVER AGAIN.
MY BANK ALSO NOTICED THEY USE A DIFFERENT NAME TO CHARGE YOUR ACCOUNT IF YOU HAVE FILLED A CLAIM WITH YOUR BANK.
NO ONE IS AVAILABLE TO TALK TO AND THEY MAKE IT IMPOSSIBLE TO CONTACT THEM BECAUSE THEY KNOW PEOPLE ARE TRYING TO GET THIER MONEY BACK.
THE FEDERAL TRADE DIVISION NEEDS TO BE notified
- Rich
Super User II
itsmyrealtor wrote:
NO ONE IS AVAILABLE TO TALK TO AND THEY MAKE IT IMPOSSIBLE TO CONTACT THEM ...
You can easily contact Dropbox for billing issues.
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.
- itsmyrealtorNew member | Level 2
I CONTACTED MY BANK BECAUSE ON YOUR SUPPORT FAQ, IT SAID CONTACT YOUR BANK FOR A CHARGEBACK.
THEY ALSO TOLD ME TO WATCH MY ACCOUNTS BECAUSE DROPBOX FREQUENTLY USES DIFFERENT NAMES TO CHARGE BANK ACCOUNTS WHEN THE CUSTOMER HAS FILED A DISPUTE.
- CharlotteInnerChatterNew member | Level 2
I am having the same issue and am appalled at the inability to talk to anyone from Dropbox. I had a Dropbox Sign subscription which I cancelled. However, my card is still being charged for the monthly fee. When I try to access support it tells me I need a paid account to talk to anyone! This is ridiculous.
- Nancy
Dropbox Staff
I'm sorry to hear about your experience, CharlotteInnerChatter.
Since you mention you've already attempted to contact our support team, did you receive any ticket numbers that you can send me perhaps? I can take a look for you.
- Valentin ZExplorer | Level 3
Hello guys, hope you all are doing well.
So I'm posting this because it's been 2 months now that i'm being charged $20 (monthly) on my payoneer account and I don't even know which account they are charging me for.
I'd like to stop being charged each month but I can't contact support (I've already emailed them but didn't have an answer).
Please, help me- Rich
Super User II
Valentin Z wrote:
So I'm posting this because it's been 2 months now that i'm being charged $20 (monthly) on my payoneer account and I don't even know which account they are charging me for.
I'm not familiar with Payoneer, but you may be able to use the credit card charge lookup tool to identify the account you're being charged for.
... I can't contact support (I've already emailed them but didn't have an answer).You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
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