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Forum Discussion

mjk3's avatar
mjk3
New member | Level 2
2 years ago

I have an unauthorized charge linked to an account I don't know.

does anyone have a direct phone number or at the least a direct email for dropbox. i need to get in contact with them asap and have ran circles around the website trying to find support.
billing
cancellations
downgrade
Payments
Plans
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hey MA54. Are the charges from Dropbox directly or from iTunes/Google Play (you can double check this in your bank statement)?

 

If they’re direct Dropbox payments, you can check for the 12-digit transaction ID and insert it here. It’ll show you which Dropbox account they’re linked to.

 

Let me know what you find.

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

Hi MA54, phone Support is available to Business admins. 

 

You can see your Support options here. You mentioned that you've reached out to our Support team via email, right? 

 

If so, would you mind sharing your ticket number reference with me, please? 

  • MA54's avatar
    MA54
    Explorer | Level 3
    2 years ago

    Hi Megan,

    I have chatted w the chatbot, there is NO email or Phone number to call, in fact, I was told I need to purchase an upgraded account simply to speak to a live person so I can get refunded.  What a scam.

    • MA54's avatar
      MA54
      Explorer | Level 3
      2 years ago

      Drop box has been compromised.  Likely because it doesnt allow you to connect with a live person when you wish to report this type of thing.  Drop Box should take better measures to protect clients or they will be seen as indifferent to client safety & replaced with a better service fast.

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

        Hi MA54, thanks for bringing this to our attention.

         

        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.
         

        Keep me updated with any progress.

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

      Hey MA54 - sorry to jump in here, but I wanted to mention that you can reach out to our support team directly through this form for such matters.

       

      Just make sure to use an incognito window and fill in all the relevant information.

       

      Let us know how it goes!

      • MA54's avatar
        MA54
        Explorer | Level 3
        2 years ago

        Hi Walter, and thank you, I did try the form & it did not work, it just brought me back to square one.  I may try the incognito window although inputting that info via chat doesnt seem safe and Im not feeling very confident in drop box security right now lol

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