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joyanisa74's avatar
joyanisa74
New member | Level 2
4 years ago
Solved

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund

cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    3 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 

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

    Hey warren green , sorry to jump in here!

     

    Did you receive an automated reply, when you submitted the help request? The ticket number should appear there or perhaps in the title of the email.

  • warren green 's avatar
    warren green
    Helpful | Level 5
    3 years ago

    no  receipt number, we contacted our Westpac and trying from their end so hope fully works, unless you have any other suggestions?

    thanks warren [personal information removed per the Community's Guidelines]

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

    Hi Warren green, you can always go with that path.

     

    However, you can ask for a refund for your Dropbox subscription, directly from Dropbox.

     

    You can 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.

  • jamaleahpado's avatar
    jamaleahpado
    New member | Level 2
    3 years ago

    It would really be nice if you can help me get a refund that was automatically purchased last January 19, 2023. You can check my billing history

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

    Hi jamaleahpado, 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 logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

     

    Keep me updated with any progress!

  • platfarm Inc's avatar
    platfarm Inc
    Explorer | Level 3
    3 years ago

     

    Our corporation account doesn't show any invoices or bill statement but we've been charged $11 every month. Also, our account says it's not on plans.

    if our CC information is on someone else's account,  are we still be able to find out which account is going to be?

    I tried to ask to all our employees if they're using Dropbox Platform or not, no one said yes.

     

    Please refund the money what we've been charged for several  months, or cancel the plans if it belongs to this account or any other account.

     

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

    Hey platfarm Inc, sorry to hear about this.

     

    Can you please try our self-serve look up tool to identify the email address that's linked to the charges you mentioned?

     

    If that doesn't help, let me know here and I'll reach out via email to investigate further. 

     

    Thanks!

  • indy729's avatar
    indy729
    New member | Level 2
    3 years ago

    I had a free trial I set up, of which I cancelled on the date I was given was my last day to cancel (today). However I was still charged $199! I am attempting to communicate with my bank as Dropbox doesn't have a customer service number to talk to directly... The plan is officially cancelled through Dropbox, but it is showing cancelled for 2024 not 2023!! Can you please refund? It is literally the same day, I shouldn't be charged for a full year!! 

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    indy729 wrote:

    I had a free trial I set up, of which I cancelled on the date I was given was my last day to cancel (today).

    Never wait until the last day to cancel a subscription; ANY subscription. Most companies' systems are usually set to bill on the last day. If your request to cancel is processed after the charge is processed, you're too late.

     

    ... Dropbox doesn't have a customer service number to talk to 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.

     

  • necdet's avatar
    necdet
    New member | Level 2
    3 years ago

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