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

    Hi from me as well, jpark!

     

    Unfortunately, we can't see any account info over here on the forum. If you've received a refund though for one of your charges, then you should only be billed for one account from now on. 

     

    In case you receive double charges though in the next month, give us a nudge here and we'll investigate further.

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

    I want to request a refund for the 199 charge that has been made on my account. I would have never paid for a yearly plan as the plan was advertised as 19.99/month not 199 pounds as a one off payment. I have read the terms and conditions before signing but the billing information was designed in such a way that it changed it into a yearly plan even though I REMEMBER clicking it to be a monthly plan. I have sent an email to the company requesting a refund as this is clearly an intentional misleading of the customer. Your website is malfunctioning as I have never wanted it to be a yearly plan and I am surprised by this charge. 

     

    I want my account downgraded with immediate effect and a refund issued otherwise I will be contacting my bank for a chargeback as this is clearly a mistake. 

     

    Is there anything else I can do in the meantime?

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

    Nobody can help here I'm afraid - this is a public forum, you need to wait for Dropbox to come back to you.

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

    Hi haniapik, thanks for bringing this to our attention.

     

    Do you have the ticket ID from the automated email response when you contacted the support team?

     

    This will help me to locate it on our system!

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

    Thanks for the ticket ID, I've gone ahead and prioritized it on our system to expedite matters on your behalf.

  • JackGee's avatar
    JackGee
    Explorer | Level 4
    3 years ago

    Thank you for the link through which I can get some help. I am searching for it online and I am glad I found your post. While searching for it online, I also found https://fitmymoney.com/how-do-credit-cards-work/ website where I found an article on how do credit card works and how I can easily get it.

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

    Hey JackGee, if you managed to submit a ticket, let us know the number, so that we can locate it on our system. 

     

    Thanks! 

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

    I have been trying to cancel this for months.   This has been very frustrating and crazy.  I have submitted cancellation for this several times and I have chatted with someone and was told that this was just the basic plan and I was not being billed for it however I am still receiving emails stating that our dropbox account has been renewed for $134.32.  We have not used this service and still continue to be billed .   Dropbox just renewed again as of July 19, 2023.   I would like to request this be refunded to the card you have on file.    It also shows me that it will not be cancelled until August 19, 2023,  We need to cancel it today.  Dropbox creators make it very difficult to cancel your subscription. 

     

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

    I have chatted with someone and was told that this was just the basic plan and I was not being billed ...

    If you're being charged but your account shows as Basic on your Plan page, then you're being charged for a different account than the one you're signed in to. Use the credit card charge lookup tool to identify the account you're being charged for.

     

    Once you know which account it is, you can contact Dropbox Support directly. 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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