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

    Hey Christopher Pulman, sorry to hear about this.

     

    In such cases, I'd recommend getting in touch with our support team directly for further assistance as they'd be better equipped to help with this. 

     

    To do this, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.

     

    Once you do this and get a ticket number from our system, you can us know your ticket ID here so that we can look it up as well.

     

    I hope this helps! 

  • Christopher Pulman's avatar
    Christopher Pulman
    New member | Level 2
    2 years ago

    Thank you Walter, I filled in that form a couple of days ago, but haven’t heard back. I’ve filled it out again (as I’ve found some further details of my old payment card). It does not give me a ticket number, only a message saying “Thanks, we’ll be in touch. We’ll respond to your help request in 1-2 business days.” I dropped an email to support@dropbox.com, which gave me ticket 22219465, and sent a chaser which generated ticket 22230497 . I’ll see what response appears

    Cheers,

    Chris Pulman

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

    Hey Christopher Pulman, I just located your ticket, and responded back to you. 

     

    I'll see you there!

  • Meanocto's avatar
    Meanocto
    Explorer | Level 3
    2 years ago

    Help!
    I haven’t use my acount over a year and thought i had cancel my subscription
    And without warning, i got charged 300CAD
    for the year…
    Can someone please help?

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

    Thanks for your post, Meanocto!

     

    Can you let me know if the charges you’ve received are coming directly from Dropbox or the App Store/Play Store?

     

    I’ll be able to guide you further, this way.

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

    Hello! I have tried repeatedly to cancel and ask for a refund, and Dropbox is double charging me, monthly, and annually. And I'm unemployed and I need my refund and I need to talk to a human being, but I can't even get the chat box to work. I cannot get any response from Dropbox and I'm feeling fairly desperate. I would be so grateful for anyone who could guide me to a way to get a real life human to help me with my issue.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    Joleenj wrote:
    ... I need to talk to a human being ...

    Phone support is only available for Business accounts, and its accessible via a callback initiated though the account's admin console. All others can find the support options available to them on the Support page.

     

    Joleenj wrote:
    I have tried repeatedly to cancel and ask for a refund ...

    Do you have a ticket number? If not, you 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.

     

  • claire000000's avatar
    claire000000
    New member | Level 2
    2 years ago

    I have been trying desperately to contact you. I was wrongfully charged nearly $200. I want a refund and a cancellation. 

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

    Hey claire000000, sorry to hear about this.

     

    Do you have login access to the account that was charged? If so, you can reach out to our support team directly through this page.

     

    If you don't have access to the account, or don't know which account you got charged for, let me know, so I can send you an email on my end.

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