Forum Discussion

Vschaefe's avatar
Vschaefe
Helpful | Level 5
3 years ago

I can't cancel my subscription on the website or through my phone

I am really frustrated as I have not been able to cancel my subscription and it’s impossible to do so. Can’t do it online, can’t do it through my phone. I am ready to call the Better Business Bureau ...
cancellations
Rich's avatar
Rich
Icon for Super User II rankSuper User II
3 years ago
Vschaefe wrote:
I am really frustrated as I have not been able to cancel my subscription and it’s impossible to do so. Can’t do it online, can’t do it through my phone.

How did you start the subscription; was it through the Dropbox website or through a mobile device (Apple App Store/Google Play Store)?

Vschaefe's avatar
Vschaefe
Helpful | Level 5
3 years ago
I can’t recall but I tried to do it via mobile and it does not show through Apple but I get charged 11.99 a month
  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Vschaefe, thanks for bringing this to our attention.

     

    According to your bank statement, are you being charged by Dropbox, iTunes or Google Play?

     

    Do you see any payments or transactions on this page on your account? What is your current plan that you're on?

     

    This will help me to assist further!

    • Vschaefe's avatar
      Vschaefe
      Helpful | Level 5
      3 years ago
      Hi Jay
      The bank statement shows dropbox for $11.99. This is apparently a subscription that has been renewing for some time to credit card ending in 5347. I disputed the trx last month as I could not get a hold of anyone.
    • Vschaefe's avatar
      Vschaefe
      Helpful | Level 5
      3 years ago
      I do not see anything on that page. Perhaps it is being charged to an old email or user name? Can you just look it up via the card number if someone contacts me? Is there a number I can call?
      • Jay's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        3 years ago

        Currently, we only provide incoming phone support for team admins of Dropbox Business subscriptions.

         

        You can lookup the transaction on the site using this tool to determine which Dropbox account has the payment associated to it.

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