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Can't cancel free trial

Can't cancel free trial

Red Gerran
Helpful | Level 5
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I'm trying to cancel my free trial, but I don't have that option. Here's what the instructions say:

 

Capture.JPG

The "plan" and "manage plan" are completely absent from my options. I then tried to delete my account altogether, but it told me to cancel any ongoing subscriptions first, and this is what it looks like for me:

 

Capture2.JPG

As you can see, it doesn't mention a free trial anywhere, but it shows 3TB of space, which implies that I'm being charged for the service with no way of canceling. I've tried looking for phone support, but apparently you need to pay to speak with someone over the phone. I'm afraid I might have to cancel my credit card. Does anyone have any answers?

93 Replies 93

Jay
Dropbox Staff
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What is the ticket number you received so I can locate in on my end?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Red Gerran
Helpful | Level 5
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21430135

Jay
Dropbox Staff
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Thanks for the info, I can see the ticket has been forwarded to the appropriate team. They'll be looking into this matter and will get back to you via email.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Red Gerran
Helpful | Level 5
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I appreciate your help.

cccofre
Explorer | Level 4
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Yes I tried that and only got a stupid chatbot who could not understand my question. I have been trying to get a real person to talk to me and have been unable

elizabeth13
Explorer | Level 4
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I am having the exact same issue as described. None of the options suggested are present and I can't find anything anywhere to cancel my subscription (they took my credit card information so I know they will bill me shortly) - nor does it seem possible to contact anyone (the chat bot just feeds me the same information from the community help). 

I would really appreciate someone helping me to cancel this trial.

Walter
Dropbox Staff
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Hey @elizabeth13, sorry to hear about this.

 

Can you please clarify if you started the trial on our website or if it was through the app store on a mobile device?

 

Also, what exactly is reported in your plan tab at the moment?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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elizabeth13
Explorer | Level 4
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Hi Walter

Sorry it took me so long to respond, I was away on holiday and not at my computer.

A client sent some files that required dropbox so I created an account through the website using a computer and was required to give my credit card info. As soon as I accessed the client's files, I wanted to cancel my subscription because a) it was on my personal card b) my company has no need for dropbox. But there is nowhere to cancel my subscription (it was a free 30 day trial with billing automatically starting).

Honestly I would now not use dropbox for two reasons:  1) the total lack of customer service - a person who will address my issue directly and efficiently 2) the absolute statement that no refunds will be issued! 

Dropbox gives me no direct simple means (as every other site does) of canceling my subscription - and no way of resolving the issue. I have wasted my time (which is also money) and have little faith in this dropbox communication method. If it doesn't work, my next step may be to contact the credit card company and refuse payment if dropbox starts the automatic billing.

This is what my plan tab looks like.

elizabeth13_0-1681767102779.png

I hope you are able to resolve this issue for me - thank you.

 

Jay
Dropbox Staff
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Hi @elizabeth13, it looks like you're on a Basic plan with no trial, meaning you haven't entered any card details here.

 

Did you instead upgrade via the Dropbox mobile app? Do you see any payments or invoice sin this page?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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elizabeth13
Explorer | Level 4
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Hi and thank you!
What I discovered is that I had 2 accounts- I suppose opening an account on the computer automatically did it with that user info. Anyway I’m now straight (that link took me to the account where I had paid). I have now canceled and got my confirmation. Phew! Appreciate your help and patience.
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