Why was I charged when I cancelled my trial?

[Dheng]

Hi. I tried the free trial and canceled (a CS helped me to cancel and I even had a ticket for that). But just a few moments ago, I was charged. Anybody here who had the same experience? I tried to chat but their bot cannot help me.

Thanks.

[Jay]

Hi @Dheng, thanks for messaging today.

I'm sorry to hear about this matter. Could you check if the recent payment is on your current account, and what plan you see on this page?

Have you tried replying to the support ticket regarding the cancellation of the trial?

Keep me updated with any progress!

[Jesper_1981]

Hi,

I have recently tried a trial plan for dropbox business, and by doing that I typed in my credit card information. I have before the trial ended cancelled my subscription. However, recently a charged was made to my account for 199,- EURO, In the statement it says Dropbox bd.tt/cchelp. I have not received an invoice or anything explaining what this charge is for - and my business account is still expired.

I have tried customer support, but there doesnt seem to be any help there.

Can anyone help me - who should I contact? 

Regards

Jesper

[Megan]

Hello, @Jesper_1981, and welcome to our community!

What do you see on your end when you visit the plan page here? 

Also, have you tried our self-serve look-up tool that would help you locate the charge? 

If so, what did you find on your end? 

Keep me posted!

[Jesper_1981]

Hi Lori,

On my plan page it says "Dropbox business advanced (trial expired)" 

Translated from danish so it might be slightly different.

The self service tool requires a 12 digit transaction id, which I dont have.

[Megan]

Hey @Jesper_1981, thanks for the fast reply!

Since this would require some account specific info, do you mind if I reach out to your Community email? 

I'd be happy to have a look into this with you, and see how we can go on about it. 

Keep me posted.

[Jesper_1981]

Hi Lori,

Not at all - you can just email me.

[rdemeny]

I have been charged for the last 4 months after canceling my trial and since the account is no longer premium I can not get support with billing to get them to stop billing the account. I have tried many times and the closest I got was an email stating that it was not that person's department 

[Walter]

Hey @rdemeny, sorry to hear about this.

If you'd like to get in touch with our support team for further assistance on this, I'd recommend using this form.

Just make sure to use an incognito window without being logged into any Dropbox account and fill in all the relevant information and an email address we can reach you at. 

You can let us know your ticket ID afterwards, so that we can look it up in our system.

[chrishengbee]

Me too the same problem here. Dropbox should have done much better than this