Forum Discussion

srburmester's avatar
srburmester
New member | Level 1
8 days ago

I need to cancel payments on an old Dropbox account

I am still getting billed on a DropBox account linked to an old work email that no longer exists at a company that I no longer work for. I am unable to receive the verification code to log into that account and therefore cannot cancel my subscription through that page.

There is no way to contact DropBox directly so I cannot delete this charge...

Any advice? Or can someone from DropBox billing reach out?

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    HI natski61, you need to make sure that you're not logged into any Dropbox account, and use an incognito browser to ensure this when accessing that link.

    • natski61's avatar
      natski61
      New member | Level 1

      Thanks, bot.

      For others - this is the link you need to go to -  ensure you select "this did not solve my issue" to generate the form.

      https://www.dropbox.com/get_help/billing-issue/cancellations

  • dan666's avatar
    dan666
    New member | Level 1

    Hi. I too have the same problem. I have been billed twice for drop box account from a work account that I no longer have access to. Payment has been taken from my personal debit card rather then my old work credit card. How is this possible. How do I get a refund?

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff

      HI dan666, you can follow the steps I provided in my previous response to contact the support team, and they should be able to help you out.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    Hi srburmester, 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 any account, and accessing this link.

    From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.

    Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.

    • natski61's avatar
      natski61
      New member | Level 1

      Nevermind - I found what I was looking for after much clicking around.

      This is the link that will take you to the form - ensure you select "this did not solve my issue" 
      https://www.dropbox.com/get_help/billing-issue/cancellations

      ------

      Hello Jay

      I seem to have the same issue.
      However, when I follow the link you provided (in incognito) it brings me to the DropBox Support Page but no options to get in touch with an agent. 

      A colleague is no longer with the company, and therefore their email is no longer active.
      We are getting billed for their subscription and we want to cancel it as no one can access the account.

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