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

    Hi JonathanWick, welcome to our Community! 

     

    Does this behavior regarding our Support access, happen on a specific browser, or all of them? Feel free to also try an incognito tab on your current browser, and let me know. 

     

    If you're still facing issues with that, let me know and I'll open a ticket on my end for you!

     

    Keep me posted, and we'll take it from there!

  • JonathanWick's avatar
    JonathanWick
    Explorer | Level 3
    3 years ago

    I have tried multiple browsers and still am unable to get any of the submit or chat buttons to work.

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

    Hi JonathanWick, I just sent you an email, and I'll be happy to see you there!

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

    Oh My! I am getting nowhere in the process of trying to cancel my subscription purchased just 5 days ago on March 25, 2023. Have looked through your sight for an hour.

     

    I wish to cancel and receive a pro-rated refund as I paid $119 for the year. Please contact me direction with clear instructions on how I can cancel and request a refund. Thank you. 

     

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

    Hi KarenY, thanks for bringing this to our attention.

     

    Since it sounds like you're on a paid plan, you should be able to contact the support team directly via this page, while logged into your account.

     

    The support team will be able to assist you from there on.

  • Rval's avatar
    Rval
    Explorer | Level 3
    3 years ago
    I no longer have permission to access an account, and have erroneously been charged for a one year subscription almost a year later. Please help.
  • Rval's avatar
    Rval
    Explorer | Level 3
    3 years ago
    Help deleting an account I no longer have access to since email address doesn’t exist anymore. Please, can a human email me.
  • Rval's avatar
    Rval
    Explorer | Level 3
    3 years ago
    Hello,

    I no longer have access to a professional account as I no longer work for that employer and the email associated with an account doesn’t exist. Please help me get a refund for a subscription renewal pertaining to that account.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Rval, happy Friday! 

     

    Can I reach out to you via email, since we're going to need some account-specific info in order to look into this for you?

     

    Keep me posted!

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