cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Tell us what you want to see on the Community here!
Close

Dropbox accounts & billing

Make your Dropbox account work for you, with the help of Community users like you. Join in or start a discussion of your own.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Free Trial auto upgraded after cancellation within trial period

Highlighted

Free Trial auto upgraded after cancellation within trial period

Helpful | Level 6

I tried the 30 day FREE TRIAL business account as I thought I might need the extra space for a forthcoming project. This project didn't happen so I cancelled the Free Trial after 13 days filling in the cancellation form with all the reasons for cancellation.

The next day I got a email with "thank you for upgrading your account and I have now been charged for the most expensive option for a personal account.

I DID NOT UPGRADE - I CANCELLED well within the trial period.

I have sent two complaint messages to Support and not not had any response in over a week.

This is fraud by misrepresentation. I want a refund.

Has anyone else suffered this?

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Helpful | Level 6

I contacted Dropbox Billing and explained the situation. They have refunded me and reverted my Dropbox account to standard.

They are hopefully going to investigate the  Free Trial Cancel process to find out why it triggered an upgrade process.

All's well that ends well! 

 

View solution in original post

7 Replies 7
Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Dropboxer
Hi there @GregH2
 
Initially, please bear in mind that each Dropbox account is associated with one email address. You can check which email address is connected to your account from:
For this reason, if you successfully cancelled the Business subscription, could the email about be in regards to another Dropbox account by any chance? 
 
Additionally, you can look up the email address and payment date associated with a charge with our credit card self-serve lookup tool here:
 
 
If you’re still having trouble with this, could you let me know the ticket's ID (which should be a 7 digit number) that you’ve submitted to our Support team? 
 
Let me know of any updates!

Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Helpful | Level 6

Hi, I only use one email account and this is associated with my one Dropbox account, so it won't be anything like that.

I contacted Customer Services each time using the website route Contact Us > Customer Support > Email > Other > Email Now button > onscreen form. So I don't have a ticket no. to trace.

I used the contact form on July 2nd and again on July 3rd.

I didn't use the "Billing" category option on the form as at that time of communication the transaction was only "pending" in my bank account. The payment has since gone through and been taken from my credit card.

What is my best route to pursue this please?

 

 

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Helpful | Level 6

I contacted Dropbox Billing and explained the situation. They have refunded me and reverted my Dropbox account to standard.

They are hopefully going to investigate the  Free Trial Cancel process to find out why it triggered an upgrade process.

All's well that ends well! 

 

View solution in original post

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Dropboxer

Glad to hear that you were able to resolve your concern in the end and apologies for missing your previous reply, @GregH2.

If you have any other questions in the future, please don't hesitate to give us a nudge and we'll make sure to get back to you as soon as possible. 

In the meantime, have a wonderful weekend ahead!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

New member | Level 2

Hey! The same happened with my father's account. But we cannot seem to find a suppoty e-mail to contact Dropbox. Where did you find it and how did you contact Dropbox billing to solve the issue? Many thanks!

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Super User II

Support needs to go from the account with the issue via www.dropbox.com/support


 


- - -


Heart Did this post help you? If so please mark it for some Kudos below. 


 Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


 Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

Highlighted

Re: Free Trial auto upgraded after cancellation within trial period

Helpful | Level 6

Use the HELP icon in the footer bar (extreme right), then select SUPPORT from the header toolbar (extreme right), then scroll down until you see the EMAIL and COMMUNITY buttons.

 

I used EMAIL and got a response fairly quickly.

 

Good luck.

Work Smarter with Dropbox

The way we work is changing. Share and discover new ways to work smarter with Dropbox in our community.

Sound good? Let's get started.
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?