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Why am I still being billed, even though my plan has already been cancelled?
It's frustrating that there appears to be no direct way to reach a human in Dropbox customer service. I'm wondering whether part of their business model is to continue charging for subscriptions past their cancellation dates and hope that the Dropbox user doesn't notice.
I have a confirmation email from Dropbox dated July 09, 2024 that my plan was cancelled and would not renew past August 09, 2024, yet I have been charged every month since then. My card expired in January. Other vendors reached out to ask me to update the card info, but Dropbox, somehow, still successfully charges me using that same card for a subscription I no longer have.
Multiple attempts to obtain information to reach Dropbox about this directly have been unfruitful, but I have seen multiple discussions initiated by others having similar problems with erroneous billing on Dropbox's part. Do we have to shame Dropbox by airing this fraudulent practice publicly before they do something about it?
I am currently due a $140 refund for the erroneous charges and I'm hopeful that somebody at Dropbox will see this and act on it. I have used Dropbox for electronic signatures and have retained my Dropbox Basic service up till this point, but in light of this experience I will likely switch over to DocuSign.
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- Nancy
Dropbox Community Moderator
Thanks for posting on our Community, M C.
If you received a confirmation that your previous Dropbox subscription had been cancelled, then it’s quite possible you’re currently being billed for another Dropbox account (which is linked to a different email address). Let’s double check this, though.
What I want you to do first is go to your Billing page here; do you see any recent charges for Dropbox on that page?
Besides that, I’d like you to have a look at your bank statement and locate the 12-digit transaction ID that should be linked to your Dropbox charges there. Then, please go to this page and use it in the given field; do you see the same email address as the one showing here?
Let me know what you find and we’ll go from there.
Thank you for your quick response, Nancy. When I visit the billing page you linked above, there is only a single charge from 07/09/2025, the last charge for our Dropbox Essentials subscription, before I canceled it later that same day.
On my credit-card statement, there is no 12-digit transaction ID. The monthly charges, including the one legitimate 07/09/2025 charge, have all been listed as either "DROPBOX SIGN MONTHLY HTTPSWWW.HELLCA" or "DROPBOX SIGN MONTHLY HELLOSIGN.COMCA" with a 4-digit reference number only.
The recurring charges have been made on the 9th of the month and appear to clearly be recurring charges from our canceled subscriptions, rather than charges attributable to a different account or email address.
How should I proceed to get the recurring charges to stop and to obtain a refund for the erroneous charges that were made after I canceled my subscription?Yes, please. I would like to get this resolved as soon as possible.
