Forum Discussion

victoriajbagley's avatar
victoriajbagley
Explorer | Level 4
1 year ago

Please help me cancel an account tied to a monthly credit card payment

I have tried the transaction look up tool. I have logged in to my personal account. I've even tried a previous account that was likely with an old employer. I have no idea how you continue to charge ...
billing
cancellations
Payments
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
1 year ago

Hey victoriajbagley, sorry to  see you're having trouble with a Dropbox payment.

 

Just wanted to point out that you shouldn't be posting your personal info on public forums, for your own security.

 

Regarding your issue, I would actually recommend reaching out to our support team directly, as this has to do with very account specific info.

 

To do so, open a private browsing/incognito window on your browser and go to this page.

 

In the "I want to look up information related to:" section, type in an email address you can access, fill out the rest of the form and submit your request.

 

Let us know once you have your ticket number.

victoriajbagley's avatar
victoriajbagley
Explorer | Level 4
1 year ago

Thank you so much for responding Hannah!  My ticket number is #23574097. 

 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    1 year ago

    Thanks, Victoria!

     

    I see that you already have an update on your ticket, so if you need anything else, you can just reply to the agent that emailed you and they'll help you out.

     

    Let me know if you have any other questions!

    • victoriajbagley's avatar
      victoriajbagley
      Explorer | Level 4
      1 year ago

      Hi Hannah, I'm still trying to cancel my account, ticket #23574097.

       

      Unfortunately, I'm still waiting to hear back on this ticket and thought I would hear something today. It has now been more than 4 hours since I responded. The most frustrating thing is that I have been paying for Essentials (which comes with live chat support) and just want to cancel my subscription. I can't log in because I no longer work at that company. My email and password are correct, but I can't login and customer service won't get back to me.  I'm looking for any new suggestions. 

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        1 year ago

        Hi again, Victoria.

         

        Email response times are a bit different than the response times here on the Community or social media.

         

        Our team has raised the priority of your ticket, so the agent working on your case will get back to you as soon as possible.

         

        Just make sure to keep an eye on the email chain for any updates.

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