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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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  • hockeygirl's avatar
    hockeygirl
    New member | Level 2
    2 years ago

    Hi, I attempted to cancel my subscription, which I was able to do, but not until 2024.  I would like to cancel and receive a refund.  Hoping there is someone who can look into this for me.  Thanks!

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

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

     

    Since you're on a paid plan, have you tried reaching out to our support team directly about your request?

     

    Let me know if you have any issues with this.

  • mgeigerman's avatar
    mgeigerman
    New member | Level 2
    2 years ago

    Charged and never signed up. $119+ Please advise how to remove. Thank you

     

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    mgeigerman wrote:

    Charged and never signed up. $119+ Please advise how to remove. Thank you

    You'll need to 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.

     

     

    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.

  • mgeigerman's avatar
    mgeigerman
    New member | Level 2
    2 years ago

    thank you for the instructions and the issue of who charged my credit card. Need to look deeper

  • deonnamonnahan's avatar
    deonnamonnahan
    New member | Level 2
    2 years ago

    Hello,

    Can someone from dropbox please contact me to help me downgrade my account to the free option and get a refund on the charge that was made 2 days ago?

    Thank you,

    Deonna

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

    Hey there deonnamonnahan, I hope you're doing well! 

     

    You can always check with our Team if a refund is possible, and also ask them to help you downgrade your account. 

     

    In order to contact our Support, you'd need to visit this page. 

     

    Keep me posted on the results!

  • chrishengbee's avatar
    chrishengbee
    Explorer | Level 4
    2 years ago

    Hello,

     

    I have started my trail of professonal two days ago but later I decided to cancel it because of some consideration. However, I am surprised to see a bill of 199 euros in my bank account. To my understanding, such a payment won't be made until the end of my trial, and in my case it certainly shouldn't be made anyway as I already canceled my trail. 

     

    Can I ask why this happened and kindly ask for the refund please?

     

    Best regards,

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

    Hi chrishengbee, sorry to hear about this! 

     

    Have you tried to contact our Support team, in regards to this charge issue from your Professional trial? 

     

    You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this. 

     

    Let me know more!

  • chrishengbee's avatar
    chrishengbee
    Explorer | Level 4
    2 years ago

    Hi, 

    Thanks for the quick reply.

     

    I did try to connect to Support, but as I already canceled my Professional account. The Support page only offers me either chatting with bot or comming to the community. So honestly they were not very helpful.

     

    Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.

     

    Best regards

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