How can I cancel and get a refund?

[joyanisa74]

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund

[nicholsonannaliberty]

Hi there. I started a free trial and realized this was not something I needed. I was just charged $119. I’m a college student and this is a lot of money for me. My bank will not help me with the refund which is what Dropbox has suggested I need to do. Is there any hope of me getting a refund, speaking to anyone that can help and downgrading my subscription?

[Hannah]

Hey @nicholsonannaliberty, thanks for reaching out to the Dropbox Community.

You mentioned that Dropbox suggested you reach out to your bank; did you already contact our support team about this?

If so, can you please send us the ticket number for your communication?

[office dyjore]

Hello,

  We canceled our plan with you nearly a year ago, however we recived a charge last month on our credit card. the chage was dated April 19 for $127.79, I am requesting a refund for that charge and also please verify our account is no longer active.  Thank you!

[Megan]

Hi there, @office dyjore, how are you today?

Is it possible that the charge is coming from a different account?

Have you tried using our self-serve, look-up tool, in order to locate where the charge came from? Once you do that, you can sign into the account, and directly contact Support from there.

Keep me posted, and we'll take it from there! 

[office dyjore]

We no longer have an account with you, so where would I access that?

[Megan]

Hey @office dyjore, can I send you an email, in order for us to have a closer look into this? 

[office dyjore]

Yes please [email removed as per Community Guidelines]

[Megan]

Hey @RexVex, I just sent you an email, I'll see you there!

[Christopher Pulman]

Hi, 

I recently discovered that I am being billed and annual subscription from Dropbox. Having investigated, this has been happening for years and I somehow missed the money going out (each May). The only dealings I have ever had with Dropbox were back in 2015/16 (not sure of the exact date but it must be before May 2016 and after June 2015), when I needed to access some solicitors files from their Dropbox. I certainly never wanted a Dropbox subscription, and I think you must have transferred me to a paid subscription automatically at some point without informing me.

In any case, the first issue is that I want to cancel my subscription. But I no longer have access to the email address used to sign up. (I know the address and password but can’t get past the two-factor authentication.) I can give quite a lot of the payment details from the subscription as well, although it seems to be using a debit card that hasn’t existed for several years. 

Secondly, I certainly want this year’s payment refunded. The money went out of my account the other week. I would also like to be able to speak to someone about what you will do about previous years payments, because I am not happy about being transferred onto an annual paid subscription without my knowledge, and I am very doubtful that it was lawful (no

[Walter]

Hey @Christopher Pulman, sorry to hear about this.

In such cases, I'd recommend getting in touch with our support team directly for further assistance as they'd be better equipped to help with this. 

To do this, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.

Once you do this and get a ticket number from our system, you can us know your ticket ID here so that we can look it up as well.

I hope this helps!