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joyanisa74's avatar
joyanisa74
New member | Level 2
3 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
    2 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 @TraceyW, and welcome aboard the forum!

     

    If there are recurring charges, it means that there’s a paid subscription. If you log in to your Dropbox account and you see that you’re on a Basic plan, then it’s quite possible that there’s another paid account linked to a different email address. 

     

    Can you please clarify if the charges you keep receiving are in-app (either from Google Play or iTunes) or direct Dropbox ones? 

     

    Please let me know and we’ll check this further.

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

    I cant see how there could be another paid account as I have only ever opened this one. I only joined in Nov 2020 as it was the only way to access pictures purchased form a photographer. This is all I have ever used Dropbox for and when I logged in can see I am on the free Basic plan and have used 1.1MB.

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

    I have sent a request to the support team and have received an email with a ticket number

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

    Hey TraceyW, sorry to jump in here, but could you share your ticket ID so that we can locate it in our system? 

  • TraceyW's avatar
    TraceyW
    Explorer | Level 3
    3 years ago
    Hi Walter my ticket number is 19992401
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Thanks for the ticket ID TraceyW - I wasn't able to find it in our system though.

     

    Would it be OK if we reach out via the email that's connected to your profile here on our Community to have a further look into this matter? 

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

    No worries, Tracey. You've got :envelope:

     

    At your convenience, please have a look at your email's inbox and we'll take it from there.

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

    Hey Richard H.44, sorry for any inconvenience this might have caused.

     

    You can definitely contact our support team about any billing related requests here.

  • Kalbmacii12's avatar
    Kalbmacii12
    New member | Level 2
    3 years ago
    I was charged 180.00 by drop box and don't even have an account. Can I get a refund?

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