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Ntc2821's avatar
Ntc2821
New member | Level 2
3 years ago

Re: How can I cancel and get a refund?

Has anyone else had billing problems?? Haven’t used premium in over a year but am still being charged. It’s impossible to get any assistance from a real person. The last time I finally got an email from someone they said it was cancelled and it’s not. Apparently you have to have an upgraded account before you can even speak to someone. The whole system is trash and a scam.

10 Replies

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

    I'm sorry to hear this, Ntc2821. 

     

    Can you send me the ticket number from your last convo with our support team, so that I can have a look?

     

    Is it possible that you're now being charged for a separate Dropbox account under a different email address?

  • Sam DBX's avatar
    Sam DBX
    Icon for Community Manager rankCommunity Manager
    3 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 
  • bexby28's avatar
    bexby28
    Explorer | Level 3
    3 years ago
    Hi all! How do I get a refund for a payment? I no longer use the Dropbox account can't find anything in the Dropbox support. A payment had gone through from PayPal. This bank account is shared and the other account holder needs those funds desperately!!
  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi bexby28, I've merged you to this thread for users with similar questions. 

     

    Could you try the suggestions in this post to contact the support team?

  • bexby28's avatar
    bexby28
    Explorer | Level 3
    3 years ago
    I've tried all these. I can't cancel my subscription as my account says I'm on the Basic so there's nothing to cancel. There's only the option to Delete account. I need to email a person. My payment only happened today and time is of the essence.
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    bexby28 wrote:
    I've tried all these. I can't cancel my subscription as my account says I'm on the Basic so there's nothing to cancel. There's only the option to Delete account. I need to email a person. My payment only happened today and time is of the essence.

    The post that Jay linked to explains how to contact Support for assistance. Make sure you're not signed in to any Dropbox account, including these forums. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

     

  • bexby28's avatar
    bexby28
    Explorer | Level 3
    3 years ago
    As I said, I've tried the suggestions on the link. I've visited the page when not logged in to my account. The options don't look like the images on this fix.
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    3 years ago
    bexby28 wrote:
    The options don't look like the images on this fix.

    I just took this screenshot while using a private browsing session (not signed in to ANY account, including these forums) and it shows the option you need to click on.

     

     

  • ST14's avatar
    ST14
    New member | Level 2
    2 years ago

    Hi

     

    I have a billing problem but no associated account. Can you help?

     

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