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

    Hi sgvenega, thanks for bringing this to our attention.

     

    Just for clarification, is this payment on your current account?

     

    Are you able to see any transactions on this page? According to your bank statement, were you charged by Dropbox, iTunes or Google Play?

     

    This will help me to assist further!

  • soupp993's avatar
    soupp993
    Explorer | Level 3
    3 years ago

    I was working in an old department, and no longer work there. My old business card is inactive, but somehow I still received a charge on that card.

     

    I don't have access to the drop box account so I have no way of canceling it (I don't use the dropbox account since I no longer work there!) I'm not sure how to reach out to customer service. 

    Any way to contact them to explain?

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

    Hey there, soupp993, no worries, I am here to help! 

     

    If you don't mind, I can send you an email, in order for us to have a closer look into this. Is that okay? 

     

    Keep me posted!

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

    Hi soupp993, I just sent you an email, I'll see you there! 

  • soulsofthewind's avatar
    soulsofthewind
    New member | Level 2
    3 years ago
    I wasn’t able to cancel my subscription yesterday before I was charged a full years price. Also I signed up for the free subscription at the beginning and would like to be refunded. This is a-lot of money and I have small children and it was taken out on my birthday ;(
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi there soulsofthewind, sorry to hear about this.

     

    In such cases, I'd recommend that you reach out to our support team directly for further assistance as they'd be better equipped to help with your request.

     

    To do this, use an incognito window without signing into any Dropbox account and fill in this form with all the relevant information and an email address we can reach you at. 

     

    Once you do this and you acquire a ticket number from our system, you can let us know the ticket ID so that we can look it up in our system too.

     

    I hope this helps!

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