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

    Hi Rval, happy Friday! 

     

    Can I reach out to you via email, since we're going to need some account-specific info in order to look into this for you?

     

    Keep me posted!

  • Rval's avatar
    Rval
    Explorer | Level 3
    2 years ago
    I’ll also need your help to permanently delete the account associated with the nonexistent email account. Looking forward to your email.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

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

  • clairethayers's avatar
    clairethayers
    Explorer | Level 3
    2 years ago

    i have just had nearly £200 taken via paypal for something i have NEVER requested - HELP why have they done this!!!!!! So cross...

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago
    clairethayers wrote:

    i have just had nearly £200 taken via paypal for something i have NEVER requested - HELP why have they done this!!!!!! So cross...

    Did you give Dropbox your PayPal details? If so then they have got permission to do it - you gave them it. If they didnt then your PayPal account has been compromised and you need to speak to PayPal for support. 

  • PARK79's avatar
    PARK79
    New member | Level 2
    2 years ago
    I was horrified when I saw a charge for $312.48 on my credit card statement this month in March. Has this ever happened to anyone before. I want to request a refund but I don’t see any phone number or any way to do that. Could somebody help me with advice on how to reverse this charge? I already have a free account, so I’m not sure how this happened.
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    PARK79 wrote:
    I was horrified when I saw a charge for $312.48 on my credit card statement this month in March. ... I already have a free account, so I’m not sure how this happened.

    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.

  • a2riles's avatar
    a2riles
    New member | Level 2
    2 years ago

    My mother is 84 years old and I found an annual charge for Dropbox on her credit card account. She does not even know what Dropbox is. I cancelled the subscription online but would like a refund of the annual subscription amount. There is no phone number to call for customer support. I can chat during your chat function hours of M-F. I tried to email customer support but nothing happens when I submit my email request. It doesn't go through. Help! How can we speak with someone!

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

    Hi

     

    You need to contact Dropbox support and ask for a refund. You can get the info via https://help.dropbox.com/plans/refund

     

    Note that they may not do a refund as the terms do state its only where legally obligated to, but, they'll be best placed to discuss it. 

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