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Being charged for an unknown account

Being charged for an unknown account

Rum-SMK
New member | Level 2
Go to solution

Hi all,

 

I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.

 

We think it might be an ex staff member who paid for the account and didn't cancel their subscription before leaving.

 

How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.

 

Thank you.

120 Replies 120

Rich
Super User II
Go to solution

@Sandra Hess wrote:

Help! I have logged into both of my free accounts to verify ZERO billing BUT a charge of $11.99 is showing up on my Amex. 


You can use the credit card charge lookup tool to identify the account you're being charged for. If it's one of your accounts you should be able to sign in to it, resetting the password if necessary, and cancel the billing.

 

Otherwise, 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.

 

 

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.

iszpilczak
Explorer | Level 3
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I was just charged a renewal fee by Dropbox for an account I do not have. When I put the transaction information in the Dropbox search tool I just get an error message. I have followed all of the support suggestions and do not have an account that is tied to the credit card number they are charging. I have also never received a bill or an acknowledgment that a payment was received by Dropbox.  This charge was reported  to my credit card as fraud. 

Megan
Dropbox Staff
Go to solution

Hi @iszpilczak, welcome to our Community! 

 

I'd be more than happy to help you locate this charge. Can I possibly send you an email to your Community-linked email address, in order for us to have a closer look into this?

 

Let me know! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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iszpilczak
Explorer | Level 3
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Hi Megan,

 

Yes, please send me an email. I have tried to use the lookup tool and it just prompts me for the credit card information that I have provided.

 

 

Megan
Dropbox Staff
Go to solution

Hi @iszpilczak, I just sent you an email.

 

Respond back to me, and we'll take it from there! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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iszpilczak
Explorer | Level 3
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Hi Megan,

 

I have responded to your email.

 

Thanks again

Kirsteng
New member | Level 2
Go to solution

My card has been charged for many months and I am on the free basic plan.  There is no where on this site where I can contact any human being. That is ridiculous for a company of your size.  I expect my money refunded immediately!

 

 

Megan
Dropbox Staff
Go to solution

Hi @Kirsteng, let's jump right into this! 

 

Is it possible that you have another account, and the charge is related to that? Have you tried our self-serve look-up tool, in order to locate where the charge is coming from?

 

If I were you, I'd give it a go.

 

Let me know more of any updates!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Barettaski
Explorer | Level 3
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I have just got charged 95 pounds for a basic account how is that possible ?

Megan
Dropbox Staff
Go to solution

Hi @Barettaski, I hope you're doing well! 

 

In regards to your charge, can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?

 

Let me know what you find and we'll take it from there.


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
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