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Yearly charge continued after cancelling my account

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Yearly charge continued after cancelling my account

Explorer | Level 3

Hello,

 

I canceled my account last year and my Dropbox Plus subscription ended 7/1/2020.  However, I was still charged (on 8-13-2020) for a Dropbox Plus subscription.  Since my account is (correctly) currently a Dropbox Basic account, Dropbox does not give me any recourse action other then posting on this community site.

 

Can someone from Dropbox please tell me how I can get this refunded.

 

Thank you.

8 Replies 8
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Re: Yearly charge continued after cancelling my account

Dropboxer

Hi @db26, thanks for messaging today!

 

It sounds like you might have another account which was upgraded with your details, if your account is still showing as Basic.

 

Do you see the recent payment here? Was the payment according to your bank statement from Dropbox, iTunes, or Google Play? Are you able to locate the payment using the card lookup tool?

 

 

Keep me posted!

 


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


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Re: Yearly charge continued after cancelling my account

Explorer | Level 3

According to the card lookup tool, there is another account registered to an old email that I can no longer access.

 

How can we disable that other account?

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Re: Yearly charge continued after cancelling my account

Super User II

You should be able to do that via the credit card look up tool page. Or if not via www.dropbox.com/support - try while not logged in for account issues


 


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Re: Yearly charge continued after cancelling my account

Explorer | Level 3

Well the Credit Card Lookup tool does provide a "Cancel plan" button, but that then takes you to the dropbox login screen.  Since I don't know the login for my account tied to this old email, AND I can't access this old email to reset the password.  I'm stuck.

Dropbox: Please tell me how to cancel an account that I no longer have access to.  I have all the credit card lookup information so I can prove that the account is mine.

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Re: Yearly charge continued after cancelling my account

New member | Level 2

Dropbox makes it very difficult to cancel. It´s really a pain. 

that´s not the way to keep customers happy.

 

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Re: Yearly charge continued after cancelling my account

Dropboxer

Hey peeps, thanks for reaching out to us and sorry to hear about your frustration. 

 

You can cancel your subscription by following:

If you have any trouble along the way though, due to account-specific information that'd be needed to have a better look into this for you, you'll have to reach out to our Support team via this link, through an incognito window, without signing in. 

 

Let us know if you have any trouble along the way, or if you have any other questions. Thanks again!


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


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Re: Yearly charge continued after cancelling my account

Explorer | Level 3

I will try submitting a request for "another account" and see what happens.

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Re: Yearly charge continued after cancelling my account

Dropboxer

No worries, @db26. Let us know how it goes.

 

Thanks again!


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


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