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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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  • jenmacquarie2022's avatar
    jenmacquarie2022
    New member | Level 2
    3 years ago

    About a month ago, my colleague registered me for a free trial just to access some files from the school where I am teaching. I have no intention of subscribing since I do not have the need to use this. However today, I was charged for 1 year subscription which I have no idea that my Paypal was linked as a payment method. I want to request for refund/cancellation on this automatic payment from my Paypal as I have not been actively using this Dropbox account. Also, my family is in financial distress at the moment due to the medical bills of my mother who got sick recently. We are in dire need of funds to support her medical expenses along with my own family's expenses. We do not need the service of dropbox at the moment. We hope you can refund my money.

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    Hi

     

    Refunds need to go direct to support and are only done where legally required I'm afraid (this is why you should never give details to others to set accounts up on your behalf - its very, very clear on the signup of a trial that this happens).

     

    https://help.dropbox.com/plans/refund

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    3 years ago

    You need to contact support and ask for assistance, not that (as per all of the signup screens and terms when joining) refunds are only given where they legally are required: https://help.dropbox.com/plans/refund

  • OMARsalama's avatar
    OMARsalama
    New member | Level 2
    3 years ago

    I just got a bill for $132 renewal.  I received no notification that it was about to renew.  I need to obtain a refund for this and cancel or "downgrade" to free account.  Can someone help me on how to pursue this.  Unfortunately - it is not clear on the website how this can be done.  HELP!

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

    Hey OMARsalama, thanks for reaching out to the Dropbox Community.

     

    You should be able to directly contact our support team about your request, through this page.

  • sesky's avatar
    sesky
    New member | Level 2
    3 years ago

    Hi - I have just had an annual renewal amount taken out of my bank today even though I haven't used drop box in a long time and actually thought I had cancelled. In any event I received no notice of the renewal taking place.  I would like that annual amount refunded and my account to be cancelled as I genuinely do not use it.

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

    Hi sesky, I'd be happy to look into this for you! 

     

    Can I send you an email, in order for us to have a closer look into this? 

     

    Let me know!

  • sesky's avatar
    sesky
    New member | Level 2
    3 years ago

    Yes please Megan. I would welcome that.

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

    Hey sesky, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

  • JonathanWick's avatar
    JonathanWick
    Explorer | Level 3
    3 years ago

    Is anyone else having the most impossible time trying to contact anyone at dropbox? There are all these tabs that claim all this help is available but every single tab that allegedly allows me to speak with someone concerning a refund just happen not to work. I filled in all the required fields and hit submit but the button seems to not be linked to anything. Am I the only one experiencing this or is this Dropbox's way of robbing it's users of their money?

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