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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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  • Neil1234's avatar
    Neil1234
    Explorer | Level 3
    3 years ago

    Hi - I have signed into my account and it is not showing up - so someone else is using my credit card?? I cannot tell who?

    Regards Neil -

  • JaneS22222222's avatar
    JaneS22222222
    New member | Level 2
    3 years ago

    Please can Dropbox contact me - I need a refund.  I don't recall agreeing to this payment and I really can't afford it. 😞

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    JaneS22222222 wrote:

    I need a refund.  I don't recall agreeing to this payment and I really can't afford it. 😞

    Did you perhaps start a trial of Dropbox Plus and not cancel it before the trial ended? If so, you agreed to the payment by starting the trial.

     

    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.

     

     

    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.

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

    I got automatically deducted an amount of $19.99 USD on my PayPal account. I have no idea why because I didn't subscribe to any Dropbox upgrades. I also checked my account and I do not have any current subscription. I want to have it refunded ASAP!

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

    Hey zosea, thanks for posting here. 

     

    Do you have any other email addresses that could be linked to a separate Dropbox account? It sounds like you’re being charged for a different one, from what you mention. 

     

    Can I reach out to you to this email address, to look into this further?

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

    I signed up for a trial for my art class students and I canceled it before the trial ended. I have a photo of the chat showing that it was canceled before the end date. Dropbox charged me $119.88 and I have tried every avenue to reach them. I cannot find a phone number or any address to send written correspondence. This has caused issues with an account that I have had for over 20 years. I am going to put this situation on every social media platform that I can find until someone contacts me about returning my money. I am asking anyone with similar issues to contact me so we can start a suit against this company.

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

    I canceled a trial and have proof in my phone with a screenshot  but dropbox still took money from my account. $119.88 and my account is now closed. I can't reach anyone for help and I have been fighting this since May!

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

    We're sorry to hear this, Art teacher.

     

    Since you’ve already contacted our support team, can you send us the ticket number from your convo with them?

     

    Was the Dropbox account that you mention upgraded to a trial directly via www.dropbox.com, or the App Store/Play Store on your mobile device?

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

    There is no ticket number but I have 3 screenshots showing the conversation where I asked TWO TIMES to cancel my trial so I would NOT be charged! It has the date and time stamped at the bottom of each photo!

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

    Hey Art teacher, sorry to jump in, but I was wondering; didn't you get an email with a  ticket ID after your chat with our support team?

     

    For issues like this, you can use this form to reach out to our support team for further assistance. Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.

     

    You can then let us know your ticket ID so that we can look it up in our system too. 

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