Please contact me to identify a charge on our company credit card.We have no idea who is using the dropbox or if the charge is for an employee who is no longer with the company.I do have the 12 Digit Dropbox Transaction ID, however the credit card info does not work on the lookup screen.

Hi BRM-SC, thanks for bringing this to our attention. As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by logging into your current account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

Hi Jay, Here is the Ticket Number: Ticket #15551678: DB: Billing, payments, and subscription changesThanks

Thanks for the info, I can see that an agent has already assisted you on this matter.

Hi. I have a mystery Dropbox payment on my credit card. The ID number I should submit to check this with Dropbox is not 12 characters long, but 11 numbers and three letters. I seem to be going round and round the website and not getting anywhere. It is for a substantial sum!

You'll need to contact Dropbox Support directly. 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. https://www.dropbox.com/support/billing-issues Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

Unknown Credit Card Charge | The Dropbox Community

14 Replies

Jay
Dropbox Community Moderator
4 years ago
Hi BRM-SC, thanks for bringing this to our attention.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your current account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!
BRM-SC
Explorer | Level 3
4 years ago
Hi Jay,

Here is the Ticket Number:
Ticket #15551678: DB: Billing, payments, and subscription changes
Thanks
Jay
Dropbox Community Moderator
4 years ago
Thanks for the info, I can see that an agent has already assisted you on this matter.
Lawordsworth
New member | Level 2
3 years ago
Hi. I have a mystery Dropbox payment on my credit card. The ID number I should submit to check this with Dropbox is not 12 characters long, but 11 numbers and three letters. I seem to be going round and round the website and not getting anywhere. It is for a substantial sum!
Mark
Super User II
3 years ago
You'll need to contact Dropbox Support directly. 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.

https://www.dropbox.com/support/billing-issues

Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
sunnyk1
Explorer | Level 3
2 years ago
There is a unknown transaction on my credit card for a account i have no idea about, how to fix this , I have no paid subscription currently
Hannah
Dropbox Community Moderator
2 years ago
Hey sunnyk1, sorry to hear about that.

Have you tried using our payment lookup tool, to see which account the charge belongs to?
sunnyk1
Explorer | Level 3
2 years ago
i did, and I have also contacted Dropbox on twittter , I mean X. some is trying to help me
Hannah
Dropbox Community Moderator
2 years ago
Okay, sunnyk1, I'm happy to hear that another member of our team is already trying to assist you.

If you need anything else, let us know!
sunnyk1
Explorer | Level 3
2 years ago
No response from dropbox so far, besides confirming my email yesterday