Plans and Subscriptions FAQs

I've ended up in a Basic account despite having an active paid subscription on another account.

Quick Guide

1. Verify billing email via credit-card lookup.
2. Log out of desktop/mobile app and sign back into the billed account.
3. Confirm plan status under Settings → Plan.
4. Move your files or folder links as needed to the correct account.

Common Causes

• Multiple linked accounts with differing access levels and billing.
• Auto-sign in into the wrong Dropbox account.

Possible Fixes

• Explicitly log out and sign in with the correct email/account.
• Use lookup tool to confirm account linked to billing.

I'm still being charged even after cancelling my paid plan.

Quick Guide

1. Confirm cancellation via email and next billing date.
2. Check if cancellation took effect before renewal date.
3. If wrongly charged, contact Support with your billing confirmation.

Common Causes

• Cancellation submitted too late (post freeze window).
• Billing continues due to reassociation or glitch.

Possible Fixes

• Contact Customer Support

 

I have a free Basic account but I'm being charged.

Quick Guide

1. You may have an active paid plan on a different account.
2. Use the credit-card lookup tool to discover the billed account.
3. Log in to that account and cancel the active subscription.

Common Causes

• Ownership confusion between multiple accounts.
• Paid subscription active on an account not in current use.

Possible Fixes

• Use lookup tool and cancel the active subscription.
• Review billing history to verify source of charges.

Official Help Center References

• What is this Dropbox charge on my credit card?

I can see charges but can't identify which Dropbox account is being billed.

Quick Guide

1. Use Dropbox’s credit-card lookup tool to find the associated email.
2. Check billing statement for date and amount.
3. Log into the corresponding account to review subscription details.

Common Causes

• Multiple accounts with different emails.
• Invoicing details obscure which account is active.

Possible Fixes

• Run credit-card lookup to identify billed account.
• Log in to that account and manage/cancel subscription as needed.

I need clear steps to cancel subscriptions on desktop or mobile.

Quick Guide

1. On dropbox.com: Click your account Avatar → Manage Settings → Cancel Plan.
2. On mobile: open app → Click your account Avatar → Manage Settings → Cancel Plan.
3. Follow cancellation prompts through the app store or billing portal.
4. Confirm cancellation via email and check billing statements.

Common Causes

• Users unsure where to find cancellation controls.
• Billing managed by third-party platforms (iOS, Android).

Possible Fixes

• Always verify that you received a cancellation email confirmation
• If charged post-cancellation, contact support with proof of billing.

Official Help Center References

• How to cancel or change an individual Dropbox subscription

I bought a plan through mobile app stores and want to upgrade but face limitations.

Quick Guide

1. In-app upgrades follow the platform’s in-app purchase rules.
2. To upgrade beyond current tier, cancel and repurchase via the app store.
3. Alternatively, upgrade via dropbox.com to bypass app-store restrictions.

Common Causes

• App Store and Play Store manage subscriptions independently.
• Upgrades to higher tiers are restricted by in-app purchase rules.

Possible Fixes

• Cancel the current subscription and repurchase a higher tier.
• Use the web portal for direct upgrade if in-app options are unavailable.

I can’t log in to cancel my subscription as the account email is inaccessible.

Quick Guide

1. Use an incognito/private browser session.
2. Visit Dropbox Support’s billing page (without signing in).
3. Explain your situation, supplying billing or transaction details.
4. Dropbox Support can cancel or close the account manually.

Common Causes

• Two-factor authentication or password resets sent to inaccessible emails.
• No email access blocks the ability to sign in or make changes.

Possible Fixes

• Submit a billing request via support page, citing proof of payment.
• Dropbox agents will respond and assist with cancellation or closure.

Official Help Center References

• Account recovery without email access.

I'm worried that downgrading past storage limits might result in file loss.

Quick Guide

1. After downgrade, your files remain in Dropbox and accessible via the website.
2. Dropbox stops syncing new uploads to any connected devices.
3. If over quota, regain access by deleting content or upgrading.
4. File deletion may occur only if extreme overusage persists long‑term.

Common Causes

• Downgrade creates a situation where stored data exceeds the new limit.
• Concern arises from warnings or lack of immediate sync.

Possible Fixes

• Delete unneeded files or shared content.
• Re-upgrade to a paid plan to restore sync and avoid deletion.
• Download essential files to local storage before removing online.

Official Help Center References

• Exceeding your storage on Dropbox Basic: FAQs