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Forum Discussion
I need to cancel a subscription but can't access the account
Hi,
I'm helping my mother who has by accident created two dropbox accounts on different occassions due to misundestandings. We have managed to close down one account but the second one is still active is our believe. We are unable to reset the password. We can't get in touch with the support because we can't log in. There is a monthly charge that is taken from my mother's credit card. I can't figure out how to cancel the account and stop the monthly charge?
Thanks,
Henrik
6 Replies
- Mark
Super User II
Hi henrik7
If she added the card info to Dropbox then its not a hacked account its a genuine charge, albeit accidentally.
Have you checked https://help.dropbox.com/billing/find-credit-card-charge to see where the charge is linked and to cancel it?
- Hi Mark. My mother is not very used to cloud services and she thought Dropbox was related to the university where she has worked. She is not using Dropbox, she can’t log in, she doesn’t receive the reset password email when she requests it and she can’t get in touch with support. The account isn’t behaving as expected. Therefore presumably hacked.
- We’ll try the tool to see if we get more information.
- Hannah
Dropbox Community Moderator
Hey henrik7, if you need to cancel the subscription, but can't access the account, you can contact our support team through the following steps:
- Open a private browsing/incognito window and go to this page.
- In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
- Fill out the rest of the form.
- Click "submit".
Let me know once you have your ticket number.
Unfortunately that transaction ID is not presented. We have been in touch with the bank (Nordea) and got full detail from their side on the transaction but nothing like the transaction id.
Trying this.
