Forum Discussion

Ben46's avatar
Ben46
New member | Level 2
2 years ago

I've lost access to my Dropbox account and email address and I can't cancel my plan.

I am trying to remove billing for a Dropbox account that I have lost access to both the account and the email address it is linked to. I am currently paying for a premium product that I no longer hav...
account access
billing
Payments
Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Ben46 and Rheaa, can you please clarify how your Dropbox accounts got upgraded? Was it via www.dropbox.com or iTunes/Google Play?

 

Ben46, when saying you want to remove your billing details from Dropbox, you mean you wish to totally cancel the subscription, right?

 

Rheaa, have you also lost access both to the Dropbox account in question and the email address linked to it?

 

Let me know and we’ll take it from there.

Ben46's avatar
Ben46
New member | Level 2
2 years ago

Yes, that's right - I would like to cancel the service. I upgraded the account through dropbox.com originally.

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

    Thanks for confirming, Ben46. In this case, please follow these exact steps to log a ticket with our support team. 

     

    When doing so, make sure you’re NOT logged in to ANY Dropbox account, so that your ticket ends up in the correct queue and our support team picks it up. You can send me your ticket number here afterwards. 

     

    Let me know if you face any trouble though.

    • Ben46's avatar
      Ben46
      New member | Level 2
      2 years ago

      That form previously responded with an error. I have submitted it again and it says it has now submitted, but because it only accepts the Dropbox account email, not a contact email, I will not receive any updates. Do I just assume action has been taken? Because as above, I have lost access to the email account.

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

        Hi Ben46, it sounds like you signed into your Dropbox account, if you weren't given an option to enter your email. 

         

        Please could you try again and make sure you're not signed in when submitting your query, and to be safe, enter your contact email in both fields, and then mention your inaccessible email in the 'Description' field later.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!