Forum Discussion

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 

497 Replies

Replies have been turned off for this discussion
Show More
  • niallcjackson's avatar
    niallcjackson
    Explorer | Level 3
    3 years ago

    It's a pity they don't send you any notice or outline this in t&cs. It probably is my mistake but not one I can afford.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    niallcjackson wrote:

    It's a pity they don't send you any notice or outline this in t&cs. It probably is my mistake but not one I can afford.

     

    Did you submit a ticket and did you receive a ticket number in email? If so, reply here with the ticket number and a Dropboxer might be able to check on its status.

  • niallcjackson's avatar
    niallcjackson
    Explorer | Level 3
    3 years ago

    Thanks to everyone who replied to this thread.

     

    They agreed to a refund and were very professional about it.

     

    Relieved,

     

    Niall 

     

    PS: While I'm here has anybody had any issues with photos going missing from their basic account? That was whole reason I got the free trial, I thought they may have been behind a paywall, I store my photos alphabetically and my folders from A to C have slowly emptied without me doing so. Strange one. 

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

    Hi Rabbits1077, I hope you’re doing well. 

     

    Can you let me know if you initially upgraded your Dropbox account via www.dropbox.com or the App Store/Play Store instead? That’ll help me guide you further.

  • mrb2's avatar
    mrb2
    Explorer | Level 3
    3 years ago

    Hi,

    we just realised we have been charged for dropbox for several  month now and do not remember signing up for it. We tried figuring out which account is linked to the charge but the look up account doesnt' work. How do I figure out which account is connected to the charge so that I can canel it.

    Thank you.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    mrb2 wrote:

    we just realised we have been charged for dropbox for several  month now and do not remember signing up for it.

    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.

  • mrb2's avatar
    mrb2
    Explorer | Level 3
    3 years ago

    When I do that it tells me to log in. 

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

    Scroll further down the page and make sure you are choosing the options which say 'unable to log in' or similar. 

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    mrb2 wrote:

    When I do that it tells me to log in. 

    You need to keep filling out the form. Make sure you select Other from the list, then select a payment method, the type of help you need, etc. Eventually, you'll see a prompt that asks if this solved the issue. Select No and the form will appear.

  • Rushrules's avatar
    Rushrules
    New member | Level 2
    3 years ago

    Canceled my account. Billed for another month. Please refund.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!