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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 gaven1, welcome to our Community!

     

    Is it possible that you have another account, and the charge is related to that? Have you tried our self-serve look-up tool, in order to locate where the charge is coming from?

     

    That way, you can log into the other account, and chat with our Support, and ask for a refund request directly from the account.

     

    If I were you, I'd give it a go.

     

    Keep me posted of any updates! 

  • CR05's avatar
    CR05
    Explorer | Level 3
    3 years ago

    GM Dropbox community,
    I am very concerned on why the precedure, legalities of your business no follow through. I am consistently chasing up for the refund of $184.67 that has been deducted and cleared in my account. I received confirmation that I will get refunded for downgrade and cancelled my subscription. This is very stressful so please do the right thing. Its been 5 business days. Before you ask the fund was cleared on my account it is not pending anymore.
    Could appreciate support.
    Regards.
    Cristina

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

    Hey CR05, sorry to see you're having trouble with this.

     

    Did you contact our support team to request a refund?

     

    If so, can you please give us the ticket number of the communication, so we can look into it?

     

    Thanks in advance.

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

    Hi.

    I need help with a refund due to the fact I was hacked. Already tried to talk on bot it's a run around. And I tried messaging I don't have the info. to send an email. My card was hacked I don't have an account here. I just need to know whom I can contact here by phone or live chat to let them know I was hacked and need a refund

    Ty

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

    It isnt Dropbox you need to talk to it is your card provider. If you didnt give your card info to Dropbox you need to speak to them urgently as this person will be using your card for a lot more than just here. 

  • CR05's avatar
    CR05
    Explorer | Level 3
    3 years ago
    Hello Hannah
    Thank you for your response i called the number however the billing department it seem not active as it always get message not available.
    So by saying this what is the right number to contact them? My evidence only email.
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    CR05 wrote:
    ... what is the right number to contact them?

    There is no phone number. You need to open a ticket.

     

    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.

     

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

    CR05, sorry for jumping in, too. 

     

    Can you please check your email address's inbox/spam folder once again, and let me know if you can see a ticket number there perhaps?

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