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

    Hello Rich, thank you for your prompt response. I was able to find the support page, however, I couldn't find a way to connect with the support personnel without signing in. There are several FAQs listed on the page but since I am not the admin, I cannot control other members subscription. Is there any way to get in touch with any support personnel? 

  • hartro's avatar
    hartro
    Explorer | Level 3
    2 years ago
    Hello, my Dad committed suicide at the end of June, and I have been in charge of organizing everything to do with his remains. My schoolwork last month required that I try the free trial of Dropbox in order to complete a project. I intended to cancel the free trial after doing the thing I needed to do to pass school, but then my dad died and I forgot I even had the subscription. I do not need it anymore, and also really need the money I just got charged (315, though the service was listed at 289 as well) in order to fly home to be with my family. I see refunds are rare here and I am beside myself with stress and overwhelm. Please help me if you know of any way to get a refund quickly. I am able to show Dropbox my dad’s certificate of death if needed. Sorry if any of this is coming out weird - my brain is mush right now with grief and stress. Thanks. If someone from Dropbox sees this, please help me. I sent an email but have not heard back yet, and i need to book a flight with the money I just lost. Thank you.
  • EvanDBX's avatar
    EvanDBX
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hello hartro, thanks for reaching out and I'm really sorry to hear about your loss.

     

    Since you mentioned sending an email to Dropbox, did you receive a ticket ID?

     

    If that's the case, would you like to post the ticket ID here so I can take a look at it?

     

    I will be standing by!

  • KRC147's avatar
    KRC147
    Explorer | Level 4
    2 years ago

    I have tried to cancel the subscription and delete account, but the chatbot keeps going around in circles.

    I started trial and have since had major surgery, I needed to close the account but the year bill has gone thru and cannot get in touch for help

    I can send in copies of hospital letter to back me up, I am getting terrible chest pains due to this iss

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

    Hello Dropbox Community,

     

    Please I need some help as  I am also in a similar situation.

     

    I have been charged 193,60€ this Saturday from Dropbox Sign/Hell. I checked my 2 accounts that I have but they are both in the FREE formula.

     

    So i don't understand where does that payment comes from???

     

    Can someone please help my clarify this ?

     

    Thank you

     

    Gabriel [Removed by moderator]

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

    I’m really sorry to hear about your experience, KRC147. 

     

    Can you please let me know if you initially started this trial via www.dropbox.com or the App Store/Play Store instead? 

     

    I’ll be able to help you further this way.

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

    Hi GabCarvel, according to your bank statement, were you charged directly by Dropbox, or by iTunes or Google Play?

     

    Have you tried checking your invoice/receipt page by following these steps?

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

    Hello, thank you so much. I sent an email through the form on the website but I don’t see any ticket number sent to me. My email is [email removed as per Community Guidelines] if you are able to reach me there. Transaction ID: [email removed as per Community Guidelines] 
    Thank you

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

    Hi R-Air!

     

    In this case, we can log a ticket for you instead and send it over to the email address that’s linked to your forum profile here. 

     

    Is that OK?

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