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

[Ann1119]

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. 

[Jay]

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!

[Ann1119]

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. 

[Jay]

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!

[Ann1119]

The ticket number is: Ticket #1201013

[Daphne]

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?

[Ann1119]

Ticket #12010133

[Daphne]

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!