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Cancelling an account

Cancelling an account

gwenpreston
Explorer | Level 3

I need help figuring out how to cancel a subscription.

I ended up with two DropBox plans - one in my personal name and one under my business name. they're redundant and I forgot about the personal one. 

This morning I was billed for it. I cannot for the life of my figure out how to cancel. Even the contact page doesn't work - I click past all the things I'm note trying to do, finally get to a fillable form, fill in all the fields, even the credit card it was billed to, and click submit...and nothing happens. 

Please help. this is a large bill ($846) and I need to cancel this unused account and get that charge refunded. 

The chatbot is useless. there is no phone number. 

25 Replies 25

aziahn
New member | Level 2

Hi Hannah, 

I went onto the page you sent , but it does not help me move forward. It just circles back to the same information i had at the beginning.

My account shows that i am on basic plan which is free, but i have been paying monthly charges all the time. You should not be charging my credit card and must stop doing it. All i need is to send an email to your support to assist me , but your system does not allow this at all. It is certainly making things really difficult for us to stop payments , or cancel. When i submitted the code for the payment charge on my credit card, it shows that there is a record. But when it ask me for my credit card details, and i submitted, it just stops there as if there is an error, and does not allow me to move forward. This is extremely frustrating as i spent hours trying to do this.

 

Walter
Dropbox Staff

Hey @aziahn - sorry to jump in here, but did you make sure you were NOT logged into any Dropbox account when accessing the link to the form Hannah mentioned?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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ggoldhawk
Explorer | Level 3

Hannah I did do as you say but it never gave me a ticket number and never got a response.  And I must admit that the process of submitting the request was not/not straightforward at all.  At this point, I just don't know what to do.  I'm at the point where I may need to cancel the credit card associated with the account in the hopes that this gets someone's attention at Dropbox.  It's not what I want to do, because I also have a "basic/free" plan personally, which is valuable to me.  But I'm really at wit's end.

Nancy
Dropbox Staff

@ggoldhawk, sorry to jump in. 

 

Is it OK if we open a ticket for you then, and try to contact you at the email address that’d tied to your Community profile here?


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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ggoldhawk
Explorer | Level 3

Nancy, thank you so very much.  Yes, it would be okay to open a ticket on my behalf, and then to communicate with me via the email listed on my "basic" account.  I need please to strongly emphasize however that the account associated with that email is not/not the one that I am trying to modify/downgrade.  That account was set up, yes, with my credit card, but with an email and password which was supplied by a team member who is no longer with us, and very regrettably is not contactable (they are deceased).  I do of course have the credit card number, but that is all.  I would hate for this process to somehow cancel/delete my personal "basic/free" account.  That would be a bit catastrophic for me.  But I am very very grateful for your assistance in this matter.

 

[email removed as per Community Guidelines]

Nancy
Dropbox Staff

I’m really sorry to hear about the team member, @ggoldhawk

 

You don’t need to worry about your own Dropbox account, as this won’t affect it. 

 

I’ve gone ahead and logged a ticket for you. Please check your email address, when you get the chance, and reply back to me.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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