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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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  • Mahammer29's avatar
    Mahammer29
    Explorer | Level 3
    3 years ago
    I have been trying since the day after. And I have talked to both Google pay and Dropbox they each say the other is responsible. I will try again
  • Henry Cheung 's avatar
    Henry Cheung
    New member | Level 2
    3 years ago

    Hello, I am suffering from financial difficulities and cannot afford the fee of Dropbox. Despite the excellent service of dropbox, I decided to cancel my subscription for the Dropbox Plus this year. However, due to my mistake of remembering wrongly the deadline of subscription renewel (4/8/2023), I have paid for the subscription fee automatically via credit card. I understand this is my mistake, but US$119.88 would be a huge financial burden for me at the moment. So, I am writing to inquire for the possibility of cancel subscription and refund. Grateful if it could be done!


    Cheung Hing Wing
    Dropbox Email/contact email: [email removed as per Community Guidelines] 

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    I'm afraid that this is a user supported forum. Nobody here can help. The only people who can are Dropbox support themselves: www.dropbox.com/support.

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

    Hi Mahammer29, can I send you an email, in order for us to have a closer look into this? 

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

    Hey Mahammer29, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

     

    Thanks!

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

    I've been waiting on a refund since last year and I've yet to receive any kind of correspondence from dropbox regarding the mater. Customer Service is a JOKE. 

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

    I’m sorry to hear about your experience, mariomack_. 

     

    If you have the ticket number from your last attempt to contact our support team, can you send it to me so that I can check what happened?

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