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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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  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago
    cher0228 wrote:
    My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.

    Dropbox shows all prices when upgrading so you know what to expect. 

     

    However, as this is an account issue you need to contact support for help. Note that refunds are only given when legally required to do so: https://help.dropbox.com/plans/refund

  • nicholsonannaliberty's avatar
    nicholsonannaliberty
    New member | Level 2
    2 years ago
    Hi there. I started a free trial and realized this was not something I needed. I was just charged $119. I’m a college student and this is a lot of money for me. My bank will not help me with the refund which is what Dropbox has suggested I need to do. Is there any hope of me getting a refund, speaking to anyone that can help and downgrading my subscription?
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

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

     

    You mentioned that Dropbox suggested you reach out to your bank; did you already contact our support team about this?

     

    If so, can you please send us the ticket number for your communication?

  • office dyjore's avatar
    office dyjore
    New member | Level 2
    2 years ago

    Hello,

      We canceled our plan with you nearly a year ago, however we recived a charge last month on our credit card. the chage was dated April 19 for $127.79, I am requesting a refund for that charge and also please verify our account is no longer active.  Thank you!

     

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

    Hi there, office dyjore, how are you today?

     

    Is it possible that the charge is coming from a different account?

     

    Have you tried using our self-serve, look-up tool, in order to locate where the charge came from? Once you do that, you can sign into the account, and directly contact Support from there.

     

    Keep me posted, and we'll take it from there! 

  • office dyjore's avatar
    office dyjore
    New member | Level 2
    2 years ago

    We no longer have an account with you, so where would I access that?

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

    Hey office dyjore, can I send you an email, in order for us to have a closer look into this? 

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

    Hey RexVex, I just sent you an email, I'll see you there!

  • Christopher Pulman's avatar
    Christopher Pulman
    New member | Level 2
    2 years ago

    Hi, 

    I recently discovered that I am being billed and annual subscription from Dropbox. Having investigated, this has been happening for years and I somehow missed the money going out (each May). The only dealings I have ever had with Dropbox were back in 2015/16 (not sure of the exact date but it must be before May 2016 and after June 2015), when I needed to access some solicitors files from their Dropbox. I certainly never wanted a Dropbox subscription, and I think you must have transferred me to a paid subscription automatically at some point without informing me.

     

    In any case, the first issue is that I want to cancel my subscription. But I no longer have access to the email address used to sign up. (I know the address and password but can’t get past the two-factor authentication.) I can give quite a lot of the payment details from the subscription as well, although it seems to be using a debit card that hasn’t existed for several years. 

     

    Secondly, I certainly want this year’s payment refunded. The money went out of my account the other week. I would also like to be able to speak to someone about what you will do about previous years payments, because I am not happy about being transferred onto an annual paid subscription without my knowledge, and I am very doubtful that it was lawful (no

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