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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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  • SD6's avatar
    SD6
    Explorer | Level 3
    3 years ago

    PLUS THE WORST thing about it is that there is absolutely NO CUSTOMER SERVCE.

    SO they TRICK YOU then they don't offer you any HELP.

    Does that sound like a reputable COMPANY????? NOPE!!!

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

    At no point does Dropbox ask for ANY payment details unless you go to www.dropbox.com/plans OR you agree to a trial. If you agree to a trial it is VERY CLEAR throughout the setup and onboarding what happens and when you will be charged. 

     

    It is dead easy for you to test this yourself SD6 - simply set up a new account via an incognito Window.

  • SD6's avatar
    SD6
    Explorer | Level 3
    3 years ago

    Companies always say that when they offer no customer service help!

    If its so easy then why do so many people lost on it?

    Why do so many people want their money back?

    Why was I CHARGED WHEN I DONT HAVE A PAID ACCOUNT???

    Why is there NOWHERE to turn for help????

    Why would you be yelling at me instead of giving me a link so that it could be resolved????

    The answer is buried and no where easy to find. I challenge anyone reading this to show me the link to report a problem and get my refund!

    Because there is no customer service help. They are a company who wants to make payments AUTOMATIC and customer service BURIED!!!!

    As I was saying to me that is TRICKSTER and FRAUD

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    SD6 wrote:

    I challenge anyone reading this to show me the link to report a problem and get my refund!

    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.

     

     

    Why was I CHARGED WHEN I DONT HAVE A PAID ACCOUNT???

    Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

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

    Hi SD6, sorry to hear about that! 

     

    Have you tried submitting a ticket, using the steps Rich provided? If so, feel free to share the ticket number reference with me here, so I can locate it on our system. 

     

    If you had any issues doing so, let me know and I'll be happy to open a ticket for you.

     

    I hope this helps!

  • SD6's avatar
    SD6
    Explorer | Level 3
    3 years ago

    So great news! And a firm suggestion.

    I had Jesse contact me from the office and with the credit card data I gave him it was my husbands business account that was charged on my card.

    This is not dropbox's fault.

    However my suggestion is to PLEASE make it easier for people to find the email access to get help.

    Not everyone can spend hours digging for an answers. I tried that for quite a while and it wasn't intuitive.

    I had to come to this postings page to get help and it doesn't have to be that way.

    Problem solved.

     

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

    Thanks for letting us know more about this SD6!

     

    If you need anything else, we'll be one post away! 

  • katesrap's avatar
    katesrap
    Explorer | Level 3
    3 years ago
    The same thing happened to me! Had a paid plan from over a year ago which I downgraded to a monthly plan which I then cancelled back in Feb (have confirmation email), then in May I got charged for the annual subscription. Worst part is on the free plan they provide 0 customer support … have to come to this ridiculous forum to vent / hope someone from Dropbox notices. It’s still not resolved…
  • SD6's avatar
    SD6
    Explorer | Level 3
    3 years ago

    I am sorry that happened to you. It makes you feel horrible doesn't it?

    You are charged but no clear easy way to resolve it. 

    But I can see dropbox point, you're getting something for nothing, can you really expect service?

    Keep reaching out to them until someone comes to answer.

    Its not fair for them to keep your money.

     

     

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    katesrap wrote:
    Worst part is on the free plan they provide 0 customer support …

    That's not true. You can still open a ticket for account and billing related issues.

     

    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.

     

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