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Cancel subscription for account I can't access

Cancel subscription for account I can't access

emmsheridan
New member | Level 2

Hi there,

 

I have 2 dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer have access to it. I remember the password, but when i try to send in, it is sending a verification email to my old work email address. I need to cancel the premium Dropbox subscription on the account and delete the account. How can I do this without having access to the email address? 

32 Replies 32

Megan
Dropbox Staff

Hi there, @Rgdamian, I'd be happy to help! 

 

Have you tried to contact Dropbox Support directly for this?

 

You can 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.

 

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

 

Let me know more! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Rgdamian
Explorer | Level 3
I’ve sent a request via the support page and there was no ticket number I received. It stated that I would get a response in a few days, but where is that response being sent to? The email I do not have access to anymore (and the one the support form wanted me to type in)? I added my personal email in the notes, but I’m not certain I will get a response at my personal email address.

Nancy
Dropbox Staff

Hey @Rgdamian! Can you please double check your personal email address again, along with its spam folder, and let me know if you still can’t see a ticket number?


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Rgdamian
Explorer | Level 3
I checked my personal email and there’s no message or ticket number from Dropbox. I do not have access to the old work email- which is the email address they wanted on the form to look into the account. I included my personal email in the notes section of the request

Hannah
Dropbox Staff

Hey @Rgdamian, just wanted to clarify something; when filling out the form, in the "I want to look up information related to:" section, make sure to choose "other" and then add an email address you can actually access.

 

Let me know how that goes and if you get the ticket number this time.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Rgdamian
Explorer | Level 3
Thank you! I have the ticket number. Anything you can do to help and resolve this quickly is appreciated.
#23459424

Hannah
Dropbox Staff

Thanks for the ticket number, @Rgdamian!

 

I have passed your comments along and raised the priority of your ticket.

 

I can also see that a member of our team is already assisting you, so if you need anything else, let us know!


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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RC50
Explorer | Level 3

Can someone please help me as i have 2 old accounts with work e mails i can no longer access and I'm being charged £100 a year and have no way of cancelling.  I can't seem to find anyway of calling or e mailing to get this resolved

 

Thanks

Rachel

RC50
Explorer | Level 3

I am hugely frustrated at the lack of support from Dropbox who are happily taking money from me from an account I have not had access to for 2+ years.  There is no one to call or e mail and all other community and support centers do not offer the help.  I do not have access to the e mail.  I do not know the password.  I am discussing with my bank tomorrow to follow up with these fraudulent withdrawals

Someone from Dropbox please contact me

Rich
Super User II

@RC50 wrote:

There is no one to call or e mail and all other community and support centers do not offer the help.  I do not have access to the e mail.  I do not know the password.


You 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.

 

Need more support?
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    Hannah Dropbox Staff
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    RC50 Explorer | Level 3
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    Rich Super User II
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