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joyanisa74's avatar
joyanisa74
New member | Level 2
4 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
    3 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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  • Figment's avatar
    Figment
    Explorer | Level 3
    3 years ago

    I canceled my free trial the day it was billed apparently by live chat. Received no confirmation of such. I have been Charged $119 on my credit card. The App Store does not show that I have a subscription to Dropbox. How do I get my money back? I have spend two hours trying to send and email, but the submit button will not submit after all information has been filled out. So very frustrated.

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

    Hi J Moynahan, sorry to hear about that, let's see how we can help! 

     

    Have you tried contacting our Support team, about this? If so, feel free to send me your ticket number reference, in order to locate it in our system.

     

    Keep me posted!

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

    Hey Figment, thanks for posting to our Community.

     

    Did you create the trial using our website directly, or through the app on your phone (which would make your payment come through iTunes/Google Play)?

     

    Thanks in advance!

  • MM46's avatar
    MM46
    Explorer | Level 3
    3 years ago
    Hi Walter,

    Will you be getting back to me re subscription/cancellation?

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

    Sure thing MM46

     

    I just sent you an email, so please have a look at your inbox and we'll take it from there. 

  • warren green 's avatar
    warren green
    Helpful | Level 5
    3 years ago

    trying to get a refund and filled in Mastercard numbers and amount to refund and wont submit

     

    [Removed as per Community Guidelines]

     

    help please as we need the $306.90 refund to buy food 

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Warren green, thanks for bringing this to our attention.

     

    Have you already tried getting in contact with the support team? 

     

    You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

     

    Keep me updated with any progress.

  • warren green 's avatar
    warren green
    Helpful | Level 5
    3 years ago

    Hi Jay

    Thank you for your reply, I tried several times to 'submit a request' however it wouldn't allow me to. It wouldn't accept the transaction ID on the bank statement among other things. Fortunately, after reading your message I gave it another go and was successful sending the request through.

    Appreciate your help.

     

    Warren

     

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Glad to have helped out. Do you have the ticket ID from the automated email reply in order to locate it on our system?

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