Cancelled free trial but it was supposed to downgrade when the trial period was over

[KK1621]

Hi,

My free trial was supposed to end 2/26/23 but when I cancelled today, it automatically downgraded my account back to Basic.  I used a credit card and per your website, it says it would not downgrade until the end of the trial period:

If you cancel your free trial before it ends, you won’t be charged for the plan. When you cancel a free trial:

• Your account will be downgraded to a free Dropbox Basic plan. If you signed up with a credit card, your account will be downgraded at the end of the trial period. If you signed up with PayPal, your account will be downgraded immediately.

Please reactivate my account until the end of my trial period of 2/26/23.

[Walter · Accepted solution]

Hey @KK1621, thanks for joining our Community and sorry to hear about this.

I'm afraid we won't be able to re-instate your trial from our end. Have you considered opening a new Dropbox account with another email address of yours and starting a new trial?

Do you remember the exact steps you followed to cancel it in the first place by the way?

Keep me posted with any updates!

[KimberlyPhillips]

I would like to cancel my free trial

[Walter]

Hi @KimberlyPhillips  - have you tried the steps outlined here?

[munch1]

I started a free trial, and signed up with a credit card. I cancelled within the trial period, but it appears to have immediately downgraded me to basic, when the Dropbox website clearly says the trial should remain until the end of the period - https://help.dropbox.com/plans/cancel-free-trial:

"You’ll receive an email confirmation that your free trial has been canceled. If you signed up with a credit card, your plan will be downgraded to Dropbox Basic at the end of your trial period. If you signed up with PayPal, your trial will end and your plan will be downgraded immediately."

Is there a reason for this and can I get back on the free trial? I was hoping to test the service prior to signing up.

thanks

[Hannah]

Hey @munch1, sorry to hear about this.

I moved your post to a thread with info relevant to your case; can you take a look?

Let me know if you have any questions.

[munch1]

Thanks for moving this. Yes I have been through that page, and followed instructions to cancel the trial at end of the period. Unfortunately this cancelled it immediately.

I have a number of trials running from different providers so was hoping to test dropbox against them, so a bit annoying but there are plenty of other platforms.

[RhysP]

I had this exact same issue. I signed up for a free 30 day trial, entered a credit card, then when I cancelled the trial today it immediately downgraded me to the free plan when it should only happen at the end of my trial period (14 Feb). Why is this still happening?

[Walter]

Hi there @RhysP - thanks for flagging this with us.

Could you let us know if you had initiated the trial from our website directly or via the app store on a mobile device instead?

Also,  what were the exact steps you took to cancel your trial? 

[RhysP]

I signed up to the free trial on my PC so not on mobile. I cancelled on my android mobile but it was on a chrome browser - I don't have the Dropbox app installed.

I followed the steps here to cancel: https://help.dropbox.com/plans/cancel-free-trial