cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Learn more about how Connie, a member of the Community, uses Dropbox here!

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: 

I am being charged monthly for a subscription I no longer have

I am being charged monthly for a subscription I no longer have

Ann1119
Explorer | Level 3

Hello, I have been getting charged monthly for the past year although I cancelled my subscription over a year ago. I have gone through all of the steps and recommendations provided here and I am still getting charged. Please help me stop the reoccurring bills. Or allow me to speak to someone on the phone. Thank you. 

7 Replies 7

Re: I am being charged monthly for a subscription I no longer have

Jay
Dropboxer
Hi @Ann1119, thanks for joining the Community!

Did you originally upgrade via the site, or using the Dropbox mobile app?

Are you able to see any payments on this page? Have you tried using the card lookup tool to locate the account?

This will help me to assist further!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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

Re: I am being charged monthly for a subscription I no longer have

Ann1119
Explorer | Level 3

Hello, 

 

I upgraded using the site. I have not payments showing up on that page. I have tried using the lookup tool but it says that there is an error when I enter my credit card info, although the payments have been showing up on my bank statements for the past year. 

Re: I am being charged monthly for a subscription I no longer have

Jay
Dropboxer
If there are no payments on that page, then you should have another Dropbox account. 

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 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!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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

Re: I am being charged monthly for a subscription I no longer have

Ann1119
Explorer | Level 3

The ticket number is: Ticket #1201013

Re: I am being charged monthly for a subscription I no longer have

Daphne
Dropboxer
It looks like you might be missing a digit off the end of the ticket number there @Ann1119, would you mind double checking that for me please?

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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

Re: I am being charged monthly for a subscription I no longer have

Ann1119
Explorer | Level 3

Ticket #12010133

Re: I am being charged monthly for a subscription I no longer have

Daphne
Dropboxer
Thanks for that!

I just located your ticket @Ann1119, and followed up with you there. Please check your inbox when you have a moment - cheers!

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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

Poll
Are you starting new work habits this year?
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?