Cancelling a Subscription

[Lisa Feraco]

Hi,

Wondering how to cancel a subscription for the company I work for. I followed the instructions in the help center, but under our "plan" tab there is no option to cancel the subscription. There is also not anywhere that offers a way to contact support to fix this issue. 

[Nancy]

Hi @Lisa Feraco, and welcome aboard the Community. 

If there’s no option to cancel the subscription, after logging in to the Dropbox account in question, there’s a chance that the account was initially upgraded via the App Store/Play Store instead. 

Can you please check your bank statement and let me know if you see Google/Apple next to your company's Dropbox charges? 

Keep me updated!

[Lisa Feraco]

Hello,

It is not through the Play Store or Apple. 

[Rich]

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@Lisa Feraco wrote:

It is not through the Play Store or Apple. 

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What plan does it say you're on when you view your Plan page? Can you provide a screenshot? If so, be sure to mask any private information.

[Lisa Feraco]

This is the plan that we have. 

[Rich]

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@Lisa Feraco wrote:

This is the plan that we have. 

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Dropbox Basic is a free plan, so there's nothing to cancel for that account. You can delete the account, but there's no subscription to cancel. If you're trying to cancel a paid account, then you're not signed in to the account that you're trying to cancel.

If you don't know the email address for the paid account, use the credit card charge lookup tool to determine the account you're being charged for.

[Lisa Feraco]

If this plan is free why do we continue to be charged a $19.99 monthly fee. There has been no usage in months, so I am unsure, if it is a free plan, why we continue to be charged. 

[Megan]

Hey there, @Lisa Feraco, happy Friday! 

I just sent you an email, in order for us to be able to look into this together. 

If you need anything else, let me know! Thanks.

[Crusty51]

WOW how frustrating. Not having a direct email or line to work through issues is a bit suspect. I understand labor costs but DANG!

I want to cancel a subscription that I have had for over a year. I don't have access to the email I used to start the account nor the password. Therefore I keep running into hurdles. I have filled out a formed document on the billing page to no avail. I even attempted to use my other dropbox account to help gain access to the other. Not so much. Security is a good thing. I get it. But, need a little help here!

Thanks

Hannah?? or Community 

[Rich]

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@Crusty51 wrote:

I have filled out a formed document on the billing page to no avail.

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Did you receive an email with a ticket number? If not, then your form likely wasn't submitted. If you did, reply here with the ticket number and a Dropboxer might be able to check on it.

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.

• https://www.dropbox.com/support/billing-issues