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T Alda's avatar
T Alda
Helpful | Level 6
2 years ago
Solved

I can't find the option to cancel my Professional trial.

I can`t see the option to cancel my free professional trial. In the plan management site there is nothing listed, but in the app I can still see I have a professional account (also there is shown I have free 3TB space). And no, I dind`t got dropbox via the app. If I try to reach the support, it doesn`t work. If I try to use the chat, everything they say doesn`t work until the connection breaks down after a while. And even if I try to delete my whole account, there is a failure message. So nothing works, but I got the mail, that if I don`t cancel my free trial I will be charged. I am trying to solve this problem since over a week. Can somebody please help me?

cancellations
downgrade
Dropbox Pro
Plans
  • T Alda's avatar
    T Alda
    2 years ago
    Hey,
    I did so. Hope you can solve the problem.
    Thanks

14 Replies

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

    Hi Liz B, thanks for the message. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

     

    You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

  • Liz B's avatar
    Liz B
    New member | Level 2
    2 years ago
    Nancy. I would like help as well. I am having a difficult time canceling my trial and do not want it to ping my credit card. I have exhausted all efforts with your help line, reading directions, on both I phone and I pad and still can not find manage subscription tab to cancel. Please help
  • T Alda's avatar
    T Alda
    Helpful | Level 6
    2 years ago
    Hey,
    I did so. Hope you can solve the problem.
    Thanks
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    T Alda, in order for Megan to further help, you’ll need to reply to her email first. Please do so, when you get the chance. Thanks!

  • T Alda's avatar
    T Alda
    Helpful | Level 6
    2 years ago
    Hey Megan
    okay thanks. Tell me if you need anything else. I hope you can solve the problem.
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey T Alda, no worries! 

     

    I just opened a ticket on my end for you, in order for us to have a closer look into this.

     

    Reply back to me, and we'll take it from there! 

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

    Hi again, T Alda. Can you send me one more full screenshot of this page? I’d like to check the URL and see what else may be happening.

  • T Alda's avatar
    T Alda
    Helpful | Level 6
    2 years ago
    Hey Hannah,
    I already tried with 3 different browsers, but it’s always the same…
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey T Alda, can you login to your account from a different browser, to see if you see the same behavior in the pages that Nancy linked you above?

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