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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
    4 years ago

    Hey stephen Konrad, how are you today? 

     

    I just sent you an email, in order for us to have a closer look into this. Reply back as soon as possible, and we'll take it from there.

     

    Thanks a bunch!

  • plh's avatar
    plh
    Explorer | Level 4
    4 years ago

    I no longer use the drop as a significant part of my job. I got a message from dropbox saying that my credit card for payment was about expired and I didn't notice the billing date. Yet, I was charged the annual fee on 11/19, and I downgraded my account to free. In this case, can I still get the full refund as it's only three days since they posted the payment? Thank you. 

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    4 years ago
    plh wrote:

    ... I didn't notice the billing date. Yet, I was charged the annual fee on 11/19 ... can I still get the full refund as it's only three days since they posted the payment?

    You can try contacting Support, but typically Dropbox does not offer refunds.

     

    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.

     

  • Richard H.44's avatar
    Richard H.44
    Helpful | Level 5
    4 years ago

    Could the Linux users have a refund, please? I know Dropbox's other services provide a lot of value, but I do not use them. I only use(d) Dropbox to sync between my Linux desktop and laptop. I completely understand if Linux users are not a Dropbox priority, but I would like a refund if I cannot use the service I bought.

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

    Has anyone been able to secure a refund for wrongly being charged each month for a free Basic plan

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

    Hi @TraceyW, and welcome aboard the forum!

     

    If there are recurring charges, it means that there’s a paid subscription. If you log in to your Dropbox account and you see that you’re on a Basic plan, then it’s quite possible that there’s another paid account linked to a different email address. 

     

    Can you please clarify if the charges you keep receiving are in-app (either from Google Play or iTunes) or direct Dropbox ones? 

     

    Please let me know and we’ll check this further.

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

    I cant see how there could be another paid account as I have only ever opened this one. I only joined in Nov 2020 as it was the only way to access pictures purchased form a photographer. This is all I have ever used Dropbox for and when I logged in can see I am on the free Basic plan and have used 1.1MB.

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

    I have sent a request to the support team and have received an email with a ticket number

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

    Hey TraceyW, sorry to jump in here, but could you share your ticket ID so that we can locate it in our system? 

  • TraceyW's avatar
    TraceyW
    Explorer | Level 3
    4 years ago
    Hi Walter my ticket number is 19992401

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