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Forum Discussion

collinsjmmc's avatar
collinsjmmc
New member | Level 1
2 years ago

I have been paying for a subscription but my account got deleted due to inactivity

even though i had not actively used it in quite some time.... I now come to find out that if i haven't "logged in" , my account has been deleted ? ( that makes sense - let's delete an active paying c...
account access
billing
Payments
Refunds
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hey collinsjmmc and LouG, thanks for reaching out to us and sorry to see that you're having this issue.

From our experience, when charges keep coming, even though an account is deleted or downgraded, it's usually because there's a second paid account.

For credit card payments, you can use our lookup tool to find the email address associated with the payments and confirm whether or not that's the case.

In both your cases, you can submit a help request to our support team directly, by following these steps:

  1. Open a private browsing/incognito window and go to this page.
  2. Choose your issue.
  3. Click on "this did not solve my issue".
  4. Click "submit a request" to submit your help request.

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