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

    I had to sign up to Dropbox for work. I no longer use the account. 

    Today I was billed for over $300 for a Basic Dropbox membership

    There is no record of this in my Billings page on my account but I can see the Paypal transaction and it has been debited from my account

    I want to be able to cancel for the year ahead and have a refund on this amount

    I just wish I could speak to someone

    Could anyone help me?

     

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

    Hi there, PollyD, how are you today?

     

    Keep in mind, that you might have two separate Dropbox accounts. A Basic account, is our free one, therefore the charge must be coming from a different account. 

     

    Have you tried using our self-serve, look-up tool, in order to locate where the charge came from? Once you do that, you can sign into the account, and directly contact Support from there. 

     

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

  • Islandgirl005 's avatar
    Islandgirl005
    New member | Level 2
    3 years ago

    Upon checking my bank account I found two charges from Dropbox on December 20, 2021 and Dec 20, 2022 in the amount of $119.88 each. yet, when I go to dropbox.com to investigate these unauthorized charges (since I rarely use dropbox) I find that, officially on the website, I am listed as a free, basic subscription, so I’m wondering what the heck is going on!?! I need an immediate refund of both charges, since they are completely unauthorized, yet after hours of fruitlessly trying, I can’t contact anyone!

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

    Hey Islandgirl005 , sorry to hear about this.


    Can you please try the self served look up tool to identify the email address that's associated with the charges and let us know if it helps?

     

    Otherwise, you can use this form to contact our support team for further assistance on billing issues. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

     

    Once you get a ticket ID from our system, you can share it with us here so that we can look it up too. 

     

    Keep us posted anyhow! 

  • Rebeca es's avatar
    Rebeca es
    Explorer | Level 3
    3 years ago

    I have purchased by mistake, how do I cancel and request a refund?

  • cher0228's avatar
    cher0228
    New member | Level 2
    3 years ago
    My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey cher0228, thanks for posting here today! 

     

    Have you by any chance tried to contact our Support team about this? If so, feel free to share your ticket number reference with me, in order to locate it on our system. 

     

    Thanks a bunch!

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago
    cher0228 wrote:
    My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.

    Dropbox shows all prices when upgrading so you know what to expect. 

     

    However, as this is an account issue you need to contact support for help. Note that refunds are only given when legally required to do so: https://help.dropbox.com/plans/refund

  • nicholsonannaliberty's avatar
    nicholsonannaliberty
    New member | Level 2
    3 years ago
    Hi there. I started a free trial and realized this was not something I needed. I was just charged $119. I’m a college student and this is a lot of money for me. My bank will not help me with the refund which is what Dropbox has suggested I need to do. Is there any hope of me getting a refund, speaking to anyone that can help and downgrading my subscription?

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