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

    So i just noticed on my credit card I've been charged $60 monthly since April. In my account for the first 3 months it says, DROPBOX SIGN MONTHLY SAN FRANCISCOCA (with a bunch of numbers). This last time is says, DROPBOX SIGN MONTHLY(with a bunch of numbers and signs)

     

    This is a total of $240.00 that i have no idea why and I cant see any payment history or even how to cancel it. 

     

    I dont use drop box or sign and i need to cancel this asap. Im also confused as to why i cant see what this plan is and there is no payment history. So im thinking there is a software error or im being scammed by someone saying they are drop box? 

     

    Can someone please help?!  I tried everything already that was suggested, even talked to a dropbox chat bot, but nothing helped. I need an actual person at Drop Box to help me. 

     

    Thank you. 

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

    Hi Angry Customer 101, thanks for bringing this to our attention.

     

    As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

     

    You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
     

    Keep me updated with any progress!

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

    Hi @CharlesLane, thanks for bringing this to our attention.

     

    I'd recommend contacting the Dropbox Sign team directly via this link.

     

    They'll be able to assist in more detail on their end.

     

    Keep me updated with any progress.

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

    It was a card charge directly from Dropbox.

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

    Hi jpark, just for clarification, since you've received a refund for one charge, do you want the other charge to remain active? Is the active charge the card payment?

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

    I have charged double for one account each month and I'd like to request refund.

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

    I have charged double for one account each month and I'd like to request refund.

    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.

     

  • jpark's avatar
    jpark
    Explorer | Level 3
    3 years ago
    I want one active, yes! I think it’s the card charge.
    Are you able to determine how it happened in the first place? Would love to prevent it happening with future accounts, etc.
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    meganmoore, I’ve gone ahead and logged a ticket with this email address (since it’s tied to your Community profile).

     

    Please get back to me, when you get the chance.

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