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Options to Cancel Free Trial are Not Showing - How Do I Cancel?

Options to Cancel Free Trial are Not Showing - How Do I Cancel?

Schism
New member | Level 2

I signed up for a free trial, on a Windows laptop computer.

I was told that if I didn't cancel before a certain date I would be charged.

I want to cancel, but the instructions for cancelling a trial on a Windows laptop are not working - the section it tells me to go to does not exist.  There is no 'Plan' tab'.

I followed the options to do it on my phone, and the section it tells me to go to does not exist.

I saw something about cancelling via the Google Play store, but it's not showing as an active subscription there.

I tried looking for a help email and the only thing I could find was a physical address??  I have to send a letter?  Ridiculous.

Has anyone else had this issue?  Does anyone know of a way that I can cancel this before I get charged?

If I choose the 'delete account' option will that stop me from getting charged?

 

Thanks!!

 

7 Replies 7

Mark
Super User II

Are you going to the website to look for the Plan menu option? It doesnt appear on the software on a computer. 

 

www.dropbox.com/account/plan


 


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FaustinaM
Explorer | Level 3

I am having the same issue. I joined free trial yesterday and want to cancel today, did not even use it. Spent inordinate time with chatbot, telling me directions I already had, and they did not work. The simple options instructions, were not visible as choices for me to follow. I think it's intentional so they can bill us. Can someone please send me email address? If I can email my request then my credit company will refuse to pay drop box in 30 days when I get billed. Wow. what a pain. 

FaustinaM
Explorer | Level 3

not helpful sorry, tried it, it takes me to the upgrade a plan page, nothing about option to cancel or manage etc.

Megan
Dropbox Staff

Hey @FaustinaM, sorry to hear about that! 

 

I just sent you an email, in order for us to have a closer look into this. 

 

I'll see you there!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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FaustinaM
Explorer | Level 3

THIS IS A COMPLETE SCAM COMPANY. It intentionally makes it impossible to cancel, I imagine to hope to get income while victimized customers spend days, weeks, trying to cancel a service that is horrible. On Jan 7, 2024 I signed up for a monthly FREE TRIAL, not be billed for 30 days, if I wanted to use the storage system. I never used the storage system, it did not work when I tried to save photos, so just used an external hard drive. THEN, same day 1/7/24, I tried to cancel the FREE TRIAL. There was NO website site page that had any link for me to cancel. I had to contact customer service which seems to be a CHATBOT, that directed me to THE COMMUNITY website for customer support, which listed instructions on how to cancel, but the instructions were wrong, I believe intentionally. I checked every link in my account looking for a way to cancel. I sent multiple emails daily for about 2 weeks, to their customer support service, asking to please cancel my FREE TRIAL. The automated response would not cancel, and happily referred me back to THE COMMUNITY instructions. I read so many recent reviews of people like me complaining about the same problem trying to cancel before getting billed, with no success. I spend two weeks then I called their number and it says (we don't monitor this number please send an email to customer support.) So even the number is a fraud. I believe again it is intentional. Today, is the 30th day, since I tried to cancel, and I saw a pending charge of $21 in my American Express account. I also got emails for the last week and today telling me that since I did not cancel within 30 days I will be billed monthly. Even the number DROPBOX gave American Express is a fraud. I called and it responded same message, "we dont monitor this number, email customer support.) Faustina. This is fraud, I will tell my credit card company to not pay your scam company .

FaustinaM
Explorer | Level 3

Its a complete scam company. I made a complaint to the BBB of CA and I was one of hundreds with the same complaint as yours. It's clear this entity hope to make money by making it impossible to cancel. Even the contact number they provide is fake, not monitored. Your best bet is document you email attempts to cancel, then report it as a fraud to your credit card company and have them reverse, deny fraudulent charge. Don't delete your account, I saw that the people who did that were in a worse state because then the fraud company DROPBOX, says they cant help you more..lol...it's a shameful fraudulently operated company.

Hannah
Dropbox Staff

I'm sorry to hear about your experience, @FaustinaM.

 

From what I can see here, my colleague Megan sent you an email about a month ago, in an attempt to help you resolve this, but you stopped following up with her and the ticket closed due to inactivity after a while.

 

Also, please keep in mind that phone support is currently available only to customers on Dropbox Business plans.

 

Did you manage to sort this out with your credit card company, or do you still need help?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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