Unidentified credit card charge for an annual subscription

Hi there krismac - sorry to hear you're having issues with this.

Could you clear your browser's cache or try another browser and let me know if you get the same results from the look-up tool? 

Did you ever upgrade your Dropbox account in the past and do you happen to have another account perhaps, associated with another email address of yours? 

Keep us posted!

hi Walter,

i cleared the cache and still no luck - it keeps telling me to enter the last 4 digits of cc and expiry date - which i have.

we have no other accounts that we are aware of except my husbands and my free accounts. i was trying to lookup tool to see if there was another associated account anywhere that i didnt know about. this is the second year in a row at least that the charge has appeared, but we get no notifications at any time to any existing email addresses

I see, thanks for the additional information krismac  - much appreciated.

Would it be OK if we reached out via email to have a further look internally? 

yes, and can you please cc my husband Todd in also - [removed per the Dropbox Community Guidelines]

thanks

Hey krismac, I'm afraid that for security reasons we can't CC anyone else on the email, but I just sent you one, so we'll continue there.

I have a Dropbox ATM DEBIT DROPBOX*[removed per Community Guidelines]

Harry 1, these look like direct Dropbox charges (unless there’s another mention of Dropbox Sign in your bank statement). 

If you’re not sure which account you’re being billed for, you can look this up here.

Hi Hannah, I never received an email from you regarding this issue…can you please action asap. Thanks 

Hey krismac, I just checked and it seems that my colleague indeed reached out via email.

However it has since been closed due to inactivity.

Let's try something else: Can you try to contact Dropbox Support directly for this?

You can visit the Support page while you're not signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!