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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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  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    CR05 wrote:
    ... what is the right number to contact them?

    There is no phone number. You need to open a ticket.

     

    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.

     

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

    CR05, sorry for jumping in, too. 

     

    Can you please check your email address's inbox/spam folder once again, and let me know if you can see a ticket number there perhaps?

  • CR05's avatar
    CR05
    Explorer | Level 3
    2 years ago

    Hello Nancy, 
    Thank you above comment, 
    I have completed searching before and after I joined here no success. Email address [removed] and [removed] please track it. It is unfair that very quick to deduct the funds however, very poor of customer service. $184.67 deducted on 12th of June 2023 at 1pm. Receipt X6qt48c73wp6. I'm sure this enough info to trace. Thank you

     

    [email addresses removed per the Dropbox Community Guidelines]

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    CR05 wrote:

    Receipt X6qt48c73wp6. I'm sure this enough info to trace

    No one here has access to your account like that. Only Support is able to assist in these matters. If you haven't already done so, follow the steps I replied with earlier to open a ticket, then reply back here with that ticket number.

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

    Hey CR05, what Rich mentioned is true, so try to reach out to our support team, the way he suggested.

     

    Let us know if you have any issues with that.

  • SD6's avatar
    SD6
    Explorer | Level 3
    2 years ago

    Hi I have a free plan but good old DROPBOX charged me ANYWAY!

    I spent an hour on all of the search help stuff and NOTHING!!

    Weeks ago I spoke to someone (can't remember even how I got and answer  who said I deserved a refund but since then NOTHING!!!

    Where do I report this FRAUD????

     

  • Richard32's avatar
    Richard32
    New member | Level 2
    2 years ago

    I am having the same issue.  Money taken when I only have a Basic account.

  • SD6's avatar
    SD6
    Explorer | Level 3
    2 years ago

    The Customer Service here is ZERO. Is this another company who takes your info, charges you and then refuses you help? Honestly I thought Dropbox was better that that. I have had no response yet. All I can do it keep posting here I guess since they don't offer any direct help.

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

    If you did NOT give Dropbox your card details then you need to speak to your card company as somebody has defrauded you. 

    If you DID then you have set up a paid account OR a free trial you've not cancelled in time. Dropbox DOES NOT need a card number for a free account and only gets one when somebody actively inputs it. 

     

    Support is available at www.dropbox.com/support and also see https://help.dropbox.com/plans/refund

  • Blake23's avatar
    Blake23
    New member | Level 2
    2 years ago

    So a couple of weeks ago I made a dropbox account on a FREE TRIAL so I could transfer over some files but now it has taken £199 out from my account at a time where I can’t spare a penny. I’ve been taken aback by the limited avenues of rectifying a human error and hope that you will acknowledge and co-operate in resolving this issue.

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