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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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  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    bexby28 wrote:
    The options don't look like the images on this fix.

    I just took this screenshot while using a private browsing session (not signed in to ANY account, including these forums) and it shows the option you need to click on.

     

     

  • keith redwood's avatar
    keith redwood
    New member | Level 2
    2 years ago

    My dropbox account was part of a family account held by my wife. She cancelled the family account om 25/9/23 but I was charged for a further year's subscription even though my Dropbox account was a free account.

     

    How can I get a refund from Dropbox of £95.88

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

    Hey keith redwood, I’ve merged your question here, as it’s relevant to this thread. 

     

    Please go over Sam’s reply here, and let me know if it helps.

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

    I have just received the bill on my credit card for the yearly subscription of USD 323.87. But when i check my account, it is the free basic account. How do i go about cancelling the account and getting the refund??

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

    Hoping for some help!  I cancelled my subscription (for the second time in September 2023 which says it was Free) but was still charged an annual subscription fee through Paypal in November.  Please help...I'm going around in circles and it's driving me mad.  I want a refund as I don't even use the 'free' account I have.  

    Thanks for any assistance

  • Lawrie19B's avatar
    Lawrie19B
    Explorer | Level 3
    2 years ago

    Access to cancel a subscription.

    I sold a company and retired in April 2021, I have just seen a charge on my personal bank account for subscription renewal, which I guess has happened annually until now without being noticed, I need to cancel the account asap.

     

    I cannot login to Dropbox as my email address was linked to the companies former website and that was all deleted by the new owners of the company so I cannot view the 6 digit security code from Dropbox to facilitate entry to the account.

     

    I want to downgrade the account to a personal FREE account. Any ideas on how to proceed from here?

    TIA Lawrie.

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

    Hi Lawrie19B, let's jump right into this! 

     

    I'd be happy to reach out internally and send you an email in order for us to have a closer look into this, if you wish.

     

    Let me know if you agree, and we'll take it from there!

  • Lawrie19B's avatar
    Lawrie19B
    Explorer | Level 3
    2 years ago

    Hi Megan, Yes please, that would be great. Thank you.

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

    Hey Lawrie19B! Please check your email address, and reply back to me, when possible.

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