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Forum Discussion

mkalichman's avatar
mkalichman
Helpful | Level 5
3 years ago
Solved

Update billing info email, but I have a Dropbox Basic account.

I am confused by the message I received from Dropbox asking for me to update my billing info. Here's the message:   "Your credit card is expiring at the end of the month! To keep your Dropbox a...
billing
Payments
Plans
upgrades
  • Jay's avatar
    Jay
    3 years ago

    Hi mkalichman, as you're on a Dropbox Basic plan, and you're not on any trial or paid plan, then you can ignore the email, since it won't try to charge you.

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

Hi all!

 

We've reported these mismatching emails to our Payments team, and they reviewed our processes to make sure it reaches only the correct users. So, if you ever receive a similar email (which you shouldn't), please let us know. 

 

mkalichman and jade1230, we'd be happy to open a support ticket to help remove your credit cards if that's OK. 

 

Thanks for the reports.

lcola's avatar
lcola
Explorer | Level 3
3 years ago

Hi Nancy,

I'm having a similar problem to @mkalichman and @jade1230 in that I've cancelled my free trial before the end date so I now have a basic account, but I cannot remove my card details from my account. I want to ensure that I will not be charged at the end of the trial as I have already cancelled, please could you also help me remove any card details from my account?

Additionally, I never received the supposed email from no-reply@dropbox.com to confirm my trial has been successfully cancelled, despite my account being downgraded. 

Your help would be greatly appreciated, thanks.

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

    Hey lcola, thanks for the nudge on this.

     

    If your account already got downgraded after the end of the trial, then your billing info has already been automatically removed from the account.

     

    I hope this helps!

  • lcola's avatar
    lcola
    Explorer | Level 3
    3 years ago

    Hi Hannah,

     

    Thanks for your reply. Eventhough my account has been downgraded, when I go to 'Manage my account', I can still see my card details under 'Billing'. As I have cancelled before the end of my trial, I don't understand why Dropbox still has my card details and there is no option to remove it. I also didn't receive an email confirmation to tell me my cancellation was successful, eventhough this is mentioned in the Help Centre. https://help.dropbox.com/plans/cancel-free-trial 

    Please could you help erase these billing details as I don't want to risk getting any charges in the future. I'd be extremely grateful for any help you can provide. Thank you. 

     

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

    Thanks for the update here, lcola.

     

    If your account is downgraded, your billing info shouldn't be stored anymore.

     

    Would you mind sending us a screenshot of the page you see them in? Of course, please make sure to mask/edit out your actual billing info.

     

    Also, a screenshot of what you see in your plan page would also be helpful.

  • lcola's avatar
    lcola
    Explorer | Level 3
    3 years ago

    Hi Hannah,

     

    Thanks for your reply. I've attached a screenshot below of my plan and an image of where I can see my billing details which should be removed. Thanks for your help. 

     

     

     

    ā€ƒ

     

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

    Hey lcola, sorry to jump in here, but would it be OK if we reached out via email to have a further look internally? 

  • lcola's avatar
    lcola
    Explorer | Level 3
    3 years ago

    Hi Walter, 

    That would be great thanks. Are you able to access my email via your systems? Thanks

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

    Yes, no worries lcola - I've just sent you an email to the email address that's connected to your profile here on our  Community. 

     

    Whenever you get the chance, please have a look at your inbox and we'll take it from there. 

     

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