I am notified that I am being upgraded to a Family plan, but I don't need it.

[spgraben]

I was just notified that I am being upgraded to a Family subscription for $203 per month. I do not NEED a family subscription as it is only for me.  Last year I was charged $120/yr and I cannot afford this much of an increase. How do I contact them to ask if I can get back on the previous subscription or even go back to a free one and I am not using a smidgeon of the available storage. Do they have a phone number?

[Rich · Accepted solution]

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@spgraben wrote:

I was just notified that I am being upgraded to a Family subscription for $203 per month.

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Dropbox doesn't just move you to a new plan on its own unless you've initiated it. Did you perhaps initiate a trial and not cancel it? How were you notified? Can you provide a screenshot of the message (masking any private information)?

You should be able to see the plan you're currently subscribed to on your Plan page. Does it say you're on the Family plan, or does it still show that you're on Plus?

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How do I contact them to ask if I can get back on the previous subscription or even go back to a free one Do they have a phone number?

There is no phone number to call for support. Only Business customers have access to phone support and it's initiated via a call-back in the Admin console. All others can find the support options available to them on the Support page. For paid accounts, that would usually include email or live chat support.

For billing issues, 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

[Jb42]

Hi - my personal credit card is tied to an account, email address and phone that I set up with a previous employer. I have retired and no longer have access to the email or phone.  How do I cancel the account to stop the annual billing on my credit card? I can't find a way to access the account. Thank you!

[Hannah]

Hey @Jb42, thanks for reaching out to our Community.

If you want, I can send you an email, so we can look into this internally.

Let me know!

[Jb42]

Hannah - Thank you for the response.  I was able to locate a mailing address in San Francisco for billing and account issues.  I have written a letter requesting closure of my account and an end to billing my credit card! If for whatever reason I do not get a response, I will reconnect.  Have a happy New Year! 

[Walter]

Hey @Jb42, sorry to jump in.

I'm not sure where you sent your letter, but I just wanted to mention that you should be reaching out to our support team for further assistance with billing inquiries. 

If you did and got a ticket ID, please share it with us so that we can look it up in our system.

Otherwise, we can open a ticket for you from our end to investigate further.

In any case, please keep us posted.