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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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  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago
    SVG2 wrote:

    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. 

    It means that refunds are not given unless they have to by law - thats in the terms you agree upon sign up. Usually this means you live within a country/union that says you have to have a cooling off period. For example the EU say you can have a refund for digital services within 14 days. The rest are often not given

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

    Thank you Mark. 

     

    This is disheartening as it's totally over for me- I live in South Africa and we are affected by load shedding and business has not been good therefore last year I upgraded dropbox for a moment tp upload clients work and that is what I mentioned when upgrading and was not aware that this year it would pull off again and now I need all the funds I can gather for my livelihood so this is just terrible news for me as I won't get that. I don't live in EU. 

     

    I don't know what I am going to do

     

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    haimrevivo wrote:

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

    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.

     

     

    Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

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

    Hello, 

    Thanks for the reply.

    Support page do not help.

    This is what I'm trying to say. 

     

     

     

     

     

     

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

    Hello, 

    Thanks for the reply.

    Support page do not help.

    This is what I'm trying to say. 

     

     

     

     

     

     

    Then you have a second account with a subscription and so need to contact support to work out what it is set up under as Rich said. 

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

    Hi SVG2, wishing you a great Monday ahead! 

     

    Did you manage to contact our Support team? If so, feel free to share the ticket number reference with me, in order to locate it on our system.

     

    Keep me posted! 

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

    This is the second time I've attempted to opt out of Dropbox as a whole! I haven't used their services for almost 2 full years and I've gotten charged 2 full years' worth of services and this morning of $119.88! It also doesn't help that there is no available phone number or reps to help with my issue! So I'm requesting a chargeback from my bank, deleting my account and writing awful reviews to warn people what they will expect with Dropbox's horrible lack of customer service options and difficulty to deactivate my account! Terrible service! Cannot afford to lose this much amount of money from my tangible debit account!

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    ChrisCummings wrote:

    This is the second time I've attempted to opt out of Dropbox as a whole! I haven't used their services for almost 2 full years and I've gotten charged 2 full years' worth of services and this morning of $119.88!

    Have you cancelled your account? You can do this yourself from your Plan page. If your Plan page shows that you're on the Basic plan (i.e. free), then you're being charged for a different account. Use the credit card charge lookup tool to identify the account, then sign in to that account and cancel it.

     

    If that doesn't work for you you'll need to contact Dropbox Support directly. 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.

     

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

    Hi Jay,

     

    Yes, I was charged by Dropbox on 15/6/2023

     

     

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