Forum Discussion

ericverploeg's avatar
ericverploeg
Explorer | Level 3
3 years ago

How to cancel account when I no longer have access to associated email address?

Hi,   I have an old Dropbox account that I haven't used for several years, but is still billing my credit card. My problem is that I no longer have access to the email address associated with tha...
billing
cancellations
Payments
Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

I just sent you an email ericverploeg!

 

I'll see you there!

adriangarcia's avatar
adriangarcia
New member | Level 2
3 years ago

Hello, I have the same issue, I have been charged for years for an account I don't use, and I don't have access to that email in order to get login confirmation and do it on my own? Can you help me please? The old account is under [removed per the Dropbox Community Guidelines]

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

    Can we email you, so we can look into this internally, adriangarcia?

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

    Hi adriangarcia, I just sent you an email, see you there.

     

    Cheers!

  • pb400's avatar
    pb400
    New member | Level 2
    2 years ago

    Hi Megan. I'm having the same issues as the rest of the commenters here. I was working with a business previously and am still being charged to my personal card for that account. I no longer have access to that work email to cancel or stop payments. Any help is greatly appreciated 🙂

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

    Hi pb400, let's jump right into this!

     

    Have you tried to contact Dropbox Support directly for this?

     

    You can 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.

     

    Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

     

    Let me know more!

  • pb4001's avatar
    pb4001
    Explorer | Level 3
    2 years ago

    Hi Megan

     

    My ticket number is #24305295

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

    Thanks pb4001! I’ve found your ticket and left an internal note. Please keep an eye out for our team’s reply.

  • pb4001's avatar
    pb4001
    Explorer | Level 3
    2 years ago

    Hi Nancy, This issue has not yet been resolved as I remain being charged to an account I no longer have access to. Can you please help/advise on next steps. 

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

    Did you reply to the ticket email pb4001 ?

  • pb4001's avatar
    pb4001
    Explorer | Level 3
    2 years ago

    Yes I did. They closed the ticket then saying it was resolved.

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

    Hey pb4001, I've looked up your ticket and it seems that you never replied to the previous agent's email, and the ticket was closed due to inactivity.

     

    I was able to find your follow-up ticket, though and responded there, so please get back to me when you have a chance.

     

    Thanks.

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