Unauthorised credit card charge a year after use

[ps-gfc]

Hi, there are unauthorised credit card charges for Dropbox for the last three months (starting October 28 2022) which I have only just seen. It is on a credit card I haven't used for Dropbox since October 2021, and I haven't had an active subscription since April (which was on a different card). There aren't any transaction ID numbers so I can't use the look up tool to check. I have submitted a help request to the Billing Help Form twice, but I haven't heard back.

Can I please have these charges looked into and refunded?

[Walter]

Hi there @ps-gfc, sorry to hear about this. 

When you contacted our support team about this did you get a ticket ID by any chance? If so, please share it here so that we can look it up in our system. 

Otherwise, since we'd need some additional information, may we reach out via email to have a  further look internally?

Let us know and we'll use the email address that's linked to your profile here, on our Community. 

Thanks!

[ps-gfc]

Hi, yes please reach out to my email. I didn't receive a ticket ID, just the default form submission message that someone would be in touch within 1-2 days. Really appreciate any and all help!

[Walter · Accepted solution]

Thanks for clarifying that for me and no worries @ps-gfc 

I've just followed up via email, so please have a look at your inbox and we'll take it from there. 

[almsunny]

I am experiencing the same issue. Been charged the last two months 21 dollars and I am only using the free version. It clearly says it on my account.In fact, it still gives me the option to sign up to upgrade for the account, so why would I need it upgrade when I’m already paying for it so somebody’s getting hassled and it’s me by dropbox

[Jay]

Hi @almsunny, if you're being charged but are on a Basic plan, then either you have another Dropbox account under a different email, or the subscription hasn't been applied to your account.

According to your bank statement, was the charge made by Dropbox, iTunes, or Google Play?

[almsunny]

Dropbox

[Nancy]

Perfect. 

Just like Jay mentioned above, is there any chance you have a second Dropbox account under a different email address? 

If that’s not the case, we can open a support ticket for you, and check this further.