Trying to cancel an account I no longer have access to

[Steph0]

Hi,

Hopefully a moderator will respond to this. I am being charged for a Dropbox account which I no longer have access to as I can't recall the password, and I can't reset the password the account in question is associated with a work email which has now been shut down.

I need to cancel the payments from the account and hopefully get a refund for the charges that I have received. I have submitted several requests through the website with no reply, but this is my first post on the forum.

Thanks,

Steph

[Vylarr]

As the title states, I'm being charged for the services of an account that I'm no longer using and have no access to anymore.

The account was a Dropbox standard and I'm being charged 11,99€ every month.

Can't log in to recover or reset password since it's the mail address of a former job, and I no longer have access to it.

Would like some support on the matter! Thanks in advance!

[Jay]

Hi @Vylarr, thanks for posting on the Community!

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into any account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible. 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

[Vylarr]

Hey! Thanks a lot for the quick reply.

I submitted a ticket like you told me, the number is #12550899.

Much appreciated!

[Jay]

Thanks for the ticket ID, I can see that you received a response from the support team already on this matter.

If you need any further assistance in future, feel free to let me know!

[jimbo6]

I have the same issue. I looked up the transaction on my credit card to verify and it's with an email I cannot access. Trying to explain this issue to the chatbot is useless. I'm so confused why Dropbox doesn't have a phone number and customer service agents to help with these types of situations.

[Rich]

@Steph0 @jimbo6 

You need to contact Dropbox Support directly. 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

[Steph0]

Hi @Rich,

I have already submitted two requests for help directly through the Dropbox Support page (the same one you linked to). Posting in this forum is my fourth attempt at getting in touch with the Dropbox team.

However, in case I was signed in when I submitted these requests, I have just submitted two additional requests (one through the Support Centre billing issues page, and one through the Support Centre log in issues page) while in incognito mode.

I am confused as to why being logged in when submitting a request would make it *less* likely to receive attention from the support team. Nevertheless, hopefully your suggestion will work.

[Steph0]

@jimbo6, if I figure out a solution, I'll post back here!

[Rich]

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@Steph0 wrote:

I am confused as to why being logged in when submitting a request would make it *less* likely to receive attention from the support team.

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You're requesting support for a different account from the one you're signed in as. It just complicates matters. As does opening multiple tickets, which often just slows down the response time.

Reply back here with your ticket numbers and a Dropboxer might see them.