Basic plan but being charged

[JaGatorEd]

I have been charged $20 for the last 3 months but I am on the basic plan. Why? And how can I get a refund?

[Rich]

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@JaGatorEd wrote:
I have been charged $20 for the last 3 months but I am on the basic plan. Why? And how can I get a refund?

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You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

[cherylmartin10]

I don’t remember whether I signed up directly or through the app and have tried to cancel on both my iphone and my laptop.  Laptop instructions say there is a cancel option at bottom of the settings/plan page.  I see none.  Admin console doesn’t show up either!   It’s not listed under subscriptions in the app store. My plan page shows basic plan, but I was charged last month, so don't understand! [Removed as per Community Guidelines]

[cherylmartin10]

This is helpful because I have the same issue.  I wrote a few minutes ago and you responded by I couldn't reply because it timed out.  My account shows basic, but I've been charged $19.99 for two months.  I'll try the support link you suggest.  It's extremely difficult to get any live help and the instructions and ticket options end up taking WAY too much time!  Thank you!

[cherylmartin10]

Rich, using that link doesn't end up helping with billing issues because it requires a paid subscription to use options other than bots and those just continue to send the same links for help. 

What if someone actually has to talk to someone live??  Is that even possible?  I'm being billed monthly for a plan I don't have and I don't see an option to reach anyone to resolve it.

Do you have further suggestions?  Sure appreciate your help.

Cheryl

[Jay]

Hi @cherylmartin10, if you're been paying for a Dropbox account, can you locate the account on the card lookup page?

Was the according to your bank statement from Dropbox, iTunes, or Google Play?

This will help me to assist further!

[cherylmartin10]

I ended up messaging on Facebook out of frustration and they linked me to someone who is helping me.  Thanks!

[Viina8]

Hi Jay,
I am experiencing the same issue - I have a basic plan but have been charged for $20/mo since Nov 2022. Can you please assist? This has shown up on my Albert budgeting app as well as my credit card statements.

[Walter]

Hi there @Viina8, sorry to hear about this.

Do you happen to have another Dropbox account, associated with another email address of your perhaps? 

Can you please let us know if you've tried using our self served look up tool to identify the email address that's associated with the charge?

If you did and didn't get any results or you'd like further assistance, please let us know here and we'll reach out via email to investigate further. 

[Viina8]

Hi Walter,

I tried looking up the number using the tool but my statement shows a 25 digit number and not a 12 digit one. It does say Dropbox Sign, and I tried signing into my Hellosign account but don’t see any billing history there either. Please reach out via email to troubleshoot further.

Thanks!