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Forum Discussion
Rich
Super User II
Super User IIRe: I want to cancel a subscription but can't access old email
You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
If Support is not able to get you access to the account, they can at least cancel any future charges if there's still an active subscription.
6 Replies
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That's the issue, my credit card keeps getting charged and I want to cancel it but I can not access the email address. I need help to cancel the account.
- Hannah
Dropbox Community Moderator
Hey LetsDesign, I would suggest reaching out to our support team by following the steps Rich described in his response above.
Once you have your ticket number, send it to us as well, so we can look it up in our system.
Thanks Hannah, I have contacted support, and I am awaiting a response.
- Walter
Hey LetsDesign - sorry to jump in here, but if you have a ticket ID, you can share it with us here so that we can look it up in our system as well, if needed.
Happy Monday by the way!
I have a similar case where I have a dropbox account through my former work email but am unable to access the account. I did speak to someone previously and have a work ticket number - Ticket #23770119: email access and cancellation of addl storage charges yearly coming up JUNE - but have had no response. Would you be ale to help?
- Rich
gosgood1130 wrote:
I did speak to someone previously and have a work ticket number ... but have had no response.
When you created the ticket, did you enter your work email where it says Email address associated with the account? If so, their responses would be going to an email address you don't have access to.
If that's the case, create a new ticket and enter an email address that you have access to, then enter the problem email down below in the Other details section.
