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Can't Stop Dropbox from Billing an old Account

Can't Stop Dropbox from Billing an old Account

Schneiderfrei
Helpful | Level 6

Hi Dropbox,

It is very very frustrating trying to stop you from continuing to bill my old account.

 

I no longer have access to my old email address, or the old 2FI codes.

 

How on earth can I stop any further billing. Ive been trying on this second occasion for an hour or more, going round and round and round.

 

Graham

1 Accepted Solution

Accepted Solutions

Schneiderfrei
Helpful | Level 6

Thank you, I have been able to cancel my old subscription, And in this way my problem is solved. But I would have much rather been able to gain access to my old account that had 170 Gigs of data on it.

View solution in original post

9 Replies 9

Jay
Dropbox Staff

Hi @Schneiderfrei, thanks for posting today.

 

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 opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.


Keep me posted!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Schneiderfrei
Helpful | Level 6

I can't see how to get to any solution through this link.

 

I still get asked to log in to my account, which I can't do, because the email address is no longer active.

Jay
Dropbox Staff

Did you use a private browsing window, and select the option for Other, which doesn't require any account?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Schneiderfrei
Helpful | Level 6

Hi Jay,

I did use a private - incognito window.  I can find my transaction details for the old account, but I can't see any prompt to cancel the account.

Jay
Dropbox Staff

It doesn't provide the option to cancel your account, it would help you to contact support to locate the account under the other email you cannot access and assist you from there.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Schneiderfrei
Helpful | Level 6

But the query prompt asks for the defunct email that is associated with the account.

 

There is no prompt for any alternate contact.

Jay
Dropbox Staff

Instead of entering the account email, as I mentioned in my earlier post, please enter an email that you can access normally. This will allow the support team to contact you directly.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Schneiderfrei
Helpful | Level 6

Ok, thanks

 

Schneiderfrei
Helpful | Level 6

Thank you, I have been able to cancel my old subscription, And in this way my problem is solved. But I would have much rather been able to gain access to my old account that had 170 Gigs of data on it.

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    Schneiderfrei Helpful | Level 6
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