Plans and Subscriptions
Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.
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.
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.
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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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.
@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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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]
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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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!