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

    Hi Megan

    Thanks, I have requested the bank to dispute the transaction which can take up to 10 days. I will also follow your suggestion and contact Dropbox Support directly. 

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

    Could I have the transaction id number?
    I think the paid plan's email address will be [removed]

     

    The last 4 digits of the card number to be paid are [removed].

     

    Personal information removed per the Community's Guidelines.

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

    Hey necdet, thanks for posting on our Community and happy Monday!

     

    Did you try reaching out to our support for a refund as outlined here?

     

    If you did, please let us know your ticket ID in order to look it up in our system.

     

    Otherwise, we can reach out via email from our end to further investigate if you like, so please keep me posted. 

     

    Thanks!

     

    ---

     

    Merhaba necdet, Topluluğumuza gönderdiğiniz için teşekkürler ve mutlu Pazartesiler!

     

    Burada belirtildiği gibi geri ödeme için desteğimize ulaşmayı denediniz mi?

     

    Eğer yaptıysanız, sistemimizde bakabilmemiz için lütfen bilet kimliğinizi bize bildirin.

     

    Aksi takdirde, isterseniz daha fazla araştırma yapmak için tarafımızdan e-posta yoluyla ulaşabiliriz, bu yüzden lütfen beni haberdar edin.

     

    Teşekkürler!

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

    Hey Hannah

    A dialogue box came up saying the request had been submitted and then disappeared.  I don't have a ticket number as I never received an email, only those related to the dropbox community.

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

    Hi Jay

    A dialogue box came up which said the request had been submitted successfully, then disappeared. I haven't received an email at all? Only those pertaining to the Dropbox community.

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

    Could I have the transaction id number?

    That's not something that can be provided here. You should have the transaction ID on your credit card or bank statement. Us that on the lookup tool that Walter linked to above.

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

    Hi from me as well, Warren!

     

    In this case, we can open a support ticket for you instead, so that we can look into your request. 

     

    Let me know if you’d like that, and we can get things started.

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

     

    Good Morning Rich,

     

    We've looked up the transaction histories via link Walter mentioned and it looks like we've been charged to $11.99 for this month. 

    We don't know which of email accounts linked to this card and payment, surely We're trying to cancel all the plans that linked to this card and be no longer users from now on.

    Our Transaction ID# is MBY9DFF1NGBN and the best contact email address to our team is the same as our current dropbox account info.

    Please reach out to us via email to have further investigation or discussion.

     

    Thank you.

    Best Regards,

     

     

     

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

    Hey platfarm Inc, the look-up tool that you used should provide you with the email address attached to the payment.

     

    If however, you don't see the address or don't have access to the account in question, we can help you out.

     

    I just sent you an email, so make sure to get back to me, when you have a chance.

     

    Thanks!

  • cjourne1's avatar
    cjourne1
    New member | Level 2
    3 years ago

    Hello,

    I subscribed to the free trial two years ago and have been getting charged by this merchant ever since. I filed a support ticket but would like to speak with someone because I have never used the Dropbox sign product since the free trial.

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