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Unable to cancel

Alexallee
Explorer | Level 4

Hi there,

I am getting really upset . I ve tried last year to cancel my subscription and to dispute the transaction on my bank account t and never had any answer even after a few emails. Then I couldn't do prove anything with a bank because no proof.

Anyway my problem is that I paid for a plan or subscriptions that is not showing on my account so I cannot cancel. and to talk to someone on the phone you need to be in the premium plans which is revolting.

Can you help?

11 Replies 11

Nancy
Dropbox Staff

Sorry to hear this, @Alexallee

 

Did you initially upgrade your Dropbox account via www.dropbox.com, or did you use the App Store/Google Play Store?

 

If you’ve been in touch with our support team, you should also have received a ticket number to your email address. Can you share with me any ticket numbers you may have?

 

Let me know, and we’ll take it from there.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Alexallee
Explorer | Level 4
Hi Nancy,
I never received any ticket that s where my problem is and where I also couldn't t do anything with my bank wither because no proof.

I actually don t remember ever upgrading it as well but I am not sure so I might at fault.

Thank you

Hannah
Dropbox Staff

Hey @Alexallee, was the payment that you made a credit card one? Or did you pay through Apple iTunes/Google Play?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Alexallee
Explorer | Level 4
Hi Hannah,

I believe it is a credit card one, I don't have Aple and I have no subscription on my play store.

Thanks

Nancy
Dropbox Staff

Hi again, @Alexallee! You can verify whether these are in-app charges by looking at your bank statement. Usually, it will show Google/iTunes next to them.

 

If these are coming directly from Dropbox though, I can log a ticket for you and contact you internally to this email address.

 

Let me know.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Alexallee
Explorer | Level 4
Thank you Nancy,

It would be great if you could log a ticket for me.

Thank you very much

Nancy
Dropbox Staff

You're all set, @Alexallee! Please have a look at your email address, and reply back to my message.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Deb Evans
Helpful | Level 5

Nancy, it would be helpful if you could tell us exactly how to get in touch with the Dropbox customer support team.  This link that you posted -dropbox.com/support - just takes you to articles.  I have been working at this for two hours and cannot get any assistance online or by phone.  

Nancy
Dropbox Staff

I’m sorry to hear this, @Deb Evans

 

Can you clarify what Dropbox plan you’re currently on? I’m asking because this affects the support options available.

 

If you want to contact our support team about a billing issue, and you’re on a free Basic account for example, you can follow these steps directly.

 

Let me know, if you face any issues though.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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