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

    Hi Megan, 

     

    Could you please resend the email to me? Thank you! 

     

    Best,

    Yichen

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

    Hey Yichenw! Just a clarification, would you like to be refunded for a Dropbox subscription, or for a Dropbox Sign plan instead? Which one of the two do you see next to your charges in your bank statement?

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

    Hi Nancy,

     

    I am not sure. I did not see either the label "Dropbox subscription", or "Dropbox Sign plan" in my bank statement. But the money was charged by "Dropbox - followed by a series of numbers and letters". I was charged for $127.37 in total on July 2. Thanks! 

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

    Thanks Yichen! I just logged a new ticket for you. 

     

    Please reply back to me, when you get the chance, and we’ll have a look.

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

    Hello all,

     

    I tried to cancel our subscription a few days prior to the one-month free trial date. However, there were no options to cancel. I spoke to the Dropbox Chat to request a cancellation--however, it advised that our plan was a "basic" plan and therefore no charges were going to be made (I saved this chat, by the way). We also never used the Dropbox after we signed up. 

     

    However, I noticed a $199.99 charge on our credit card statement. I tried to get the speak to the Dropbox Chat but I was unable to resolve this issue. Please advise how I can get in contact with Dropbox for a refund. Thank you!

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

    Sorry to hear about this, janjilawoffice.

     

    Is it possible that you're signed in to a different account, that's why you can't see the subscription?

     

    Also, you mentioned that the payment went to your credit card; can you use our lookup tool, to find the email address associated with the paid account?

     

    Let me know if you can sign in to it, to contact our support team about your request.

  • Shavonne0124's avatar
    Shavonne0124
    New member | Level 2
    2 years ago

    I deleted my account but money is still being withdrawn from my account. Please help me get rid of this subscription and get a refund.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    Shavonne0124 wrote:

    I deleted my account but money is still being withdrawn from my account. Please help me get rid of this subscription and get a refund.

    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.

     

  • k3u_alex's avatar
    k3u_alex
    Explorer | Level 3
    2 years ago
    I was told by a member of the support team that i would get a refund for an annual subscription i was charged but canceled last year and my bank said they dont see any incoming deposits
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    k3u_alex wrote:
    I was told by a member of the support team that i would get a refund for an annual subscription i was charged but canceled last year and my bank said they dont see any incoming deposits

    When did you speak to Support? It usually takes 4-5 business days for a refund to appear at your bank. Do you have the ticket number from Support?

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