Need to see if your shared folder is taking up space on your dropbox 👨‍💻? Find out how to check here.

Forum Discussion

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 

497 Replies

Replies have been turned off for this discussion
Show More
  • MTE2's avatar
    MTE2
    Explorer | Level 3
    3 years ago

    Hello,

     

    From an iPad, I selected to do an upgrade of my Dropbox account. It said it didn't go through, so I logged into Dropbox on a computer and did the upgrade that way. Now I have (2) charges coming through, which (1) is from Apple the other is from Dropbox. 

     

    When I contact Apple, they say to contact Dropbox, yet I can't find a way to talk to anyone at Dropbox. How do I make sure I don't have (2) subscription plans, as well as getting a refund for (1) of the charges?

     

    Thanks,

    MTE2

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

    Hi MTE2, thanks for bringing this to our attention.

     

    Do you see any payments on your account here? 

     

    Did you try restoring the purchases via the iOS app?

     

    This will help me to assist further!

  • MTE2's avatar
    MTE2
    Explorer | Level 3
    3 years ago

    Hello, 

    No, I don't see any payments on through the link you sent. Yet for sure both charges have already processed with our bank. One says it is from Apple, the other says it is from Dropbox. 

     

    When I go to the Subscriptions link you sent, it does show that it is my account yet says I should upgrade. I know the upgrade has worked, as I'm already using the additional features. Yet again, this upgrade cost does NOT seem to show on my computer/online Dropbox Subscription list. 

     

    Is there somewhere else I could look? Is there a way I can actually speak with someone at Dropbox that can help locate my account and see what's going on?

     

    Thanks,

    MTE2 

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

    If you're not seeing it on the payments page, then it means that another account has been upgraded as you're saying that you're using the new features. 

     

    Try double checking the email addresses signed in on the site, desktop app and mobile app.

  • Mikiradic123's avatar
    Mikiradic123
    Explorer | Level 3
    3 years ago

    I am uncertain about how to resolve this problem, so I am posting here in the hopes that someone who monitors Dropbox will assist me.

     

    Today I noticed a $119.88 charge on my credit card, which appears to be for an annual Dropbox subscription that I neither possess nor authorized. 

    I am puzzled as to why I am now receiving a bill, and it is even more frustrating that all my attempts to report this issue have been ineffective, with Dropbox remaining unresponsive. I kindly request your assistance in resolving this matter.

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

    Hi Mikiradic123, thanks for bringing this to our attention.

     

    Do you see any payments on this page on your account?

     

    According to your card statement, were you charged by Dropbox, iTunes or Google Play?

     

    This will help me to assist further!

  • SVG2's avatar
    SVG2
    Explorer | Level 4
    3 years ago

    I would like to get assistance- A payment was pulled off my account and would like to get a refund from it back as it was not meant for this it was meant for my home rentals how can I get assistance in getting this refund back? I am in deep problems and this was not the expected payment I wanted to make

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

    HELLO! 

    HERE IS MY ISSUE. 

    NO BILLING INFO IN THE SYSTEM,

    SEEMS LIKE I HAVE DROPBOX BASIC PLAN. 

    NO 'PLAN' TAB IN THE WEBSITE OR APP. 

    NOT SUBSCRIBED FROM ANY APP STORE.

    PAID $ 14.15 AGAIN FOR NO REASON. 

    WANT TO HAVE A REFUND FOR JUNE  + CANCEL MY SUBSCRIPTION.

    THANK YOU. 

     

  • SVG2's avatar
    SVG2
    Explorer | Level 4
    3 years ago

    Thank you Mark - I appreciate your response

     

    I have emailed support and I think they can only help me from Monday hopefully. 

     

    When you say legally required what does that mean and how do I go about it? I read that Dropbox does not refund but honestly I can't actually get this payment pulled off right now. 

     

     

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!