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Forum Discussion
I'm being charged monthly for Dropbox, but I don't have a paid subscription.
I have received a monthly charge of $11.99 for the past few years for a Dropbox plan that I don't have. I've even had to cancel my debit card and receive a new number, and this transaction still shows up every month. I've tried to ignore this because Dropbox makes it impossible to solve this problem but I'm sick of my money being stolen every month.
I don't have 12 digit transaction ID so it's impossible to use the credit/debit card lookup tool - The transaction ID I have for this charge is "DROPBOX*+9 digits".
I have 2 Dropbox accounts - One with my personal email, one with my work email. Both use the free plan, so I shouldn't be getting charged every month. I suspect this may be linked to my old university email, but I no longer have access to that account since I graduated 7 years ago. I don't think I ever paid for an account using that address, but this is the only thing I can think of. If I have a paid account with that address, I want to cancel it but can't figure out how. I shouldn't have to have access to that email address to do so - Since the charge is coming in to my bank account that I DO have access to. Dropbox, stop charging me and let me delete this old account!!!
I don't even know if this is the right place to post this but I've tried cancelling my debit card, contacting customer support, using the transaction ID lookup tool, etc. and NOTHING has worked. I'm seriously at my wits end here. This honestly feels like fraud.
15 Replies
- Megan
Dropbox Community Moderator
Hey Zaylen, I hope you're doing well!
Sorry for the late reply, it seems we accidentally missed it. 😬
Just to make sure we're on the same page, do you wish to continue with the paid plan after your free trial ends, or not?
Also, how did you first start your trial? Was it directly through our website, or using the Apple/Google Play store?
Let me know more, and we'll take it from there!
- Megan
Don't even mention this, any time frustratedchristina2! 😍
Megan YES! Just responded back!! So grateful to you for helping with this! Thank you!!
- Megan
Sure thing frustratedchristina2!
Just reached out to you. Did we have any luck this time?
Megan Alright, let's try this one--I did not see a reply but I made a new profile with my current email address. I hope this does the trick! Appreciate your help!!
- Megan
Unfortunately I can't send a private message here on the Community frustratedchristina.
However, I used your Community-linked email address (which seems to be linked to Apple's private relay) and located another new ticket that you just submitted.
I replied back, can you see my response?
Megan You're a gem! Thank you!!! I just checked my email, including the spam and didn't see it. I'm using my apple private relay on this profile...could that be the issue? Is it possible to message me on here for me to give you my email address?
- Megan
A real human, with robotic speed. 😋 Just kidding!
I just sent you an email, in order for us to investigate further. Reply back to me, and we'll take it from there.
Thanks!
Megan oh thank goodness! A real human!! Thank you so much for replying. I have tried everything--calling the dropbox number listed on my bank statement, going round and round with the chat bot without being logged in, logged into my current free accounts to discover that no help is offered there either. When I tried to use the help ticket, it wanted the first 6 digits of my bank card and the last 4 digits. The problem there is that I no longer have access to whatever card I apparently used so it wouldn't even let me submit for a ticket. If you could reach out to me, that would be incredible. Thank you!!!!
- Megan
Hey frustratedchristina, I'd be more than happy to help you with this!
I was wondering if you tried to contact Dropbox Support directly for this?
If you open an incognito or private window, where you aren't logged into any Dropbox account, you can submit a ticket via this support page.
Once you've sent your request, feel free to send me the ticket number, in order for me to locate it on my end. Having said all that, if you come across an issue, I'll be more than happy to reach out to you instead.
Let me know more!
