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

    Trying to reach a live person to discuss this is insane!!

    We have and have had duplicate charges on our dropbox for five years.  $163.67 in April or May twice annually.

    dropbox.com/payments/find_receipt

    H8K1Q4BF8RN4 Apr 16 Bait boys

    TSFVTZ5VRGHT May 3rd  Jefferys Environmental

    5341 05/25

    Transaction details

    This transaction is associated with the card ending in 5341

    Date

    Description

    Amount

    16/4/2023

    Dropbox Plus (4/16/2023 to 4/16/2024)

    InvoiceReceipt

    CA$163.67

               

     

    Duplicate charges for annual charges. one for Bait Boyz which was defunct for 5 years now, one for Jeffery's Environmental

    There was duplicate charge in 2022, 2021  as well. 

    H8K1Q4BF8RN4 Apr 16 2023    $163.67

    TSFVTZ5VRGHT May 3rd 2023 $163.67

     

    trying to get an account that's been charged annually for 5 years refunded and deleted.

     

    we have had 5 years of having duplicate subscription payments.  We are trying to get the one account deleted and refunded.  There is no hope of talking to a live person and getting this message across accurately

    dropbox.com/payments/find_receipt

    H8K1Q4BF8RN4 Apr 16 Bait boys

    TSFVTZ5VRGHT May 3rd  Jefferys Environmental

    5341 05/25

     

     

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

    Hey baitboyz, sorry to hear about this.

     

    Could you try using this form to contact our support team for further assistance?

     

    Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant details.

     

    Once you do this and get a ticket ID from our system, you can share it with us so that we can look it up as well. 

  • jeepgirl16's avatar
    jeepgirl16
    New member | Level 2
    2 years ago

    I also need a refund. Its crazy. I also need help.

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

    Hey jeepgirl16, sorry to hear about this.

     

    Did you try the steps I mentioned in my previous reply?

     

    If so and you got a ticket from our system, please share its ID here with us so that we can look it up too.

     

    Thanks!

  • jeepgirl16's avatar
    jeepgirl16
    New member | Level 2
    2 years ago
    Yes I did and. Thank you and it's still not working. I never signed up for anything. So what do I do? Again I thank you 😊
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey jeepgirl16, can you please clarify what is not working? 

     

    Did you receive an automated response with a ticket number after submitting the help request?

  • tw1963's avatar
    tw1963
    New member | Level 2
    2 years ago

    Hello!

     

    How many of you out there were conned into signing up for an account?  How many of you read their ads as "free" without picking up on the fact that Dropbox is no longer free?  I paid for a pro account and I don't even use this service.  Any advice as to how to get my money back, at least for the remainder of the year?  Thanks!

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

    Hi there tw1963, thanks for posting on our Community.

     

    Have you by any chance tried to get in contact with our Support team through this page as they'd be better equipped to help further?

     

    If you did and got a ticket ID, you can share it with us here so that we can look it up in our system too.

     

    Thanks!

  • R-Air's avatar
    R-Air
    Explorer | Level 3
    2 years ago

    Hello, I would like to know how can I get in touch with the support team. I do not have admin privileges and have downgraded my account to the basic plan. Our team no longer uses Dropbox but we continue to notice our accounts being charged. How can we get a refund and cancel the plan completely for all active members? I could not find any option to get in touch with the support team. Please help me as soon as possible as we have been billed for several months on unused accounts. 

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

    I would like to know how can I get in touch with the support team. ... Our team no longer uses Dropbox but we continue to notice our accounts being charged.

    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.

     

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