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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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  • 8431's avatar
    8431
    New member | Level 2
    2 years ago

    I prepaid for one year and decided to cancel my Dropbox subscription 6 months because I found out recently that Microsoft 365 is a much better option. After using Microsoft 365 for 2 months, it's impossible for me to come back to Dropbox. So I downgraded my Dropbox account today hoping to received a refund for 6 months of subscription that I won't need/use but no luck. Any class action on this?

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    8431 wrote:

    So I downgraded my Dropbox account today hoping to received a refund for 6 months of subscription that I won't need/use but no luck.

    Payments for Dropbox subscriptions aren’t refundable. You can downgrade your account which will cancel any future billing, but you will retain your account benefits until the end of your current billing cycle, at which time your account will change back to the Basic plan.

     

  • missie1208's avatar
    missie1208
    Explorer | Level 3
    2 years ago

    Dropbox charged me 119 today for a renewal. I cancelled my subscription months ago. I looked in both Google and Apple stores and I have no open subscription for Dropbox. I was unable to chat with a rep because your system says I don't have a paid plan. My bank will not issue a refund unless I cancel out my debit card completely and get a new number. Please help. 

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

    Hey missie1208, thanks for reaching out to us.

     

    It sounds like you're probably signed into a free account and not your paid one.

     

    You can use our lookup tool here to find out the email address of the paid account.

     

    Once you sign in, you should be able to cancel it yourself, or contact our support team.

     

    I hope this helps.

  • missie1208's avatar
    missie1208
    Explorer | Level 3
    2 years ago

    Hi, Hannah,

    I'm getting the "cannot locate transaction, please submit billing help request" message. 

    M

  • missie1208's avatar
    missie1208
    Explorer | Level 3
    2 years ago

    I also searched for any dropbox emails I've received in the past year and they are all for the same email I signed in with. I cancelled this long ago and just want a refund. Thanks.

  • 8431's avatar
    8431
    New member | Level 2
    2 years ago

    What you provide is basically cloud storage. When the customer no longer needs it, you should refund the difference of their prepayment on a prorated basis. I don't mind paying a small penalty for cancelling the annual subscription. Your current policy is not fair.

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago
    8431 wrote:

    What you provide is basically cloud storage. When the customer no longer needs it, you should refund the difference of their prepayment on a prorated basis. I don't mind paying a small penalty for cancelling the annual subscription. Your current policy is not fair.

    It is the policy for most, if not all, companies however. You are given a choice to pay monthly and thus have this flexibility if you want it OR pay yearly and save 2 months worth of fees.

     

    What I will say, however, is make sure you tell Dropbox to NOT renew or it will automatically in 6 months time 

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

    Hi missie1208, can we send you an email, in order for us to have a closer look into this? 

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