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joyanisa74's avatar
joyanisa74
New member | Level 2
3 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
    2 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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  • a2riles's avatar
    a2riles
    New member | Level 2
    2 years ago

    My mother is 84 years old and I found an annual charge for Dropbox on her credit card account. She does not even know what Dropbox is. I cancelled the subscription online but would like a refund of the annual subscription amount. There is no phone number to call for customer support. I can chat during your chat function hours of M-F. I tried to email customer support but nothing happens when I submit my email request. It doesn't go through. Help! How can we speak with someone!

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago

    Hi

     

    You need to contact Dropbox support and ask for a refund. You can get the info via https://help.dropbox.com/plans/refund

     

    Note that they may not do a refund as the terms do state its only where legally obligated to, but, they'll be best placed to discuss it. 

  • Jay Nazar's avatar
    Jay Nazar
    New member | Level 2
    2 years ago
    I have absolutely no memory of starting a Drop Box subscription. Specially given that I would notice paying $119 for something I never use. I’m super frustrated with being charged yesterday with no warning for an account I never use and didn’t even remember opening (at least not a paid account). Not only that but it seems a lot of people have the same issue here and it’s super hard to get any kind of help. Please someone reach out to me ASAP. The money in my account was for my rent and now my rent going to be late.
  • clairethayers's avatar
    clairethayers
    Explorer | Level 3
    2 years ago

    I was shocked to see that £199 was taken from my account on the 1st of April with NO WARNING, noone even asked... and i have no budgeted for this and with money as tight as it is i need that back soonest.

    I am a sole trader, working two days a week as semi retired and this is a LOT of money!!!

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

    Hi clairethayers! 

     

    I just logged a ticket for you. Please have a look, when possible, and reply back to me, so that we can check this together. 

     

    Thanks.

  • Rchgoals's avatar
    Rchgoals
    New member | Level 2
    2 years ago

    Please help! I was under the impression my wife established a DropBox account for her business. For more than 1yr I have been charged $11.99 for an account we dont use. I found I established a trial period account and NEVER stopped it. I dont expect everything back but a refund gesture would be greatly appreciated. Any help is appreciated. 

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