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Hi:
We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward.
Hey @JesusPlease, sorry to hear about this.
Would it be OK if we reached out via email to have a further look internally?
If you've already contacted our support team about this, please share your ticket ID so that we can look it up in our system too.
Thanks!
Walter
Community Moderator @ Dropbox
dropbox.com/support
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Hey @Bjames, if you have a free Basic account, but got charged, you probably got charged for a different account.
Is the @JesusPlease profile yours as well? Could it be possible that you're charged for that account instead?
And which account should we reach out to, please?
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Ditto below:
"We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward. "
Hi @vad876, I hope you're doing well!
Can I send you an email, in order for us to have a closer look into this?
Keep me posted!
Megan
Community Moderator @ Dropbox
dropbox.com/support
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Yes, Megan - please do.
Megan, still waiting. As a reminder, the account associated with my email address is showing a Basic ("free") account, but you have been charging me $11.99/mo for the account for over a year now. The credit card was reissued 3 months ago with a new cc number and expiration date, and yet I am still being billed - presumably to the old cc number which my bank has helpfully forwarded to the new cc number - to DropBox's benefit! So even though I am paying you, DropBox won't let me associate either the billing history or credit card information with the only account I apparently have at DropBox. Help!
No worries, @vad876, I just sent you an email and we'll investigate this there.
Thanks!
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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I am also trying to cancel a dropbox charge that has been incurring on my personal credit card for sometime now. However, this purchase was linked with an old email through my previous company. I am unable to log in and cancel. If I cannot access this account to cancel this charge, I will be calling my credit card company to block the charge moving forward.
Hey @abelmonte12, sorry to see that you're having this issue.
I would suggest opening a private browsing/incognito window and going to this page: https://www.dropbox.com/support/billing-issues
From there you'll be able to submit a help request to our support team directly.
Once you have your ticket number, please send it to us here as well.
Thanks!
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!