2025 sparked some incredible conversations across our community 👩💻. Discover the highlights and see what’s ahead in 2026.
Getting messages that my payment failed and to update my card when I just renewed
It's mad- your message says "363 days to renew, but it's "urgent" Billing messages are **bleep**, what is the correct position? And of curse i cant ring you or email to get an answer. see screamshots attached. i've never understood why you enjoy keeping Support so poor.
I can't see a full refund as mentioned on my existing Support ticket. Why?
Ticket #25863456 I found out that Dropbox had been taking money from my account using expired card details, without my consent or permission, or having provided them any new, valid payment details. I raised this issue, and on Dec 31, 2025, Louis said he took some steps to resolve this, including: "Issued a full refund of £79.96, which should appear in your account within 3–5 business days depending on your bank" It has now been more than 3-5 business days and I have not received the full refund as promised. I tried to reply via the customer portal but it said I no longer had access to it. I tried to reply via email, as they said I could, e.g. "If there’s anything else I can help with, just reply to this email and I’ll be happy to assist." So I did, and got this email back: "Hi, Thanks for reaching out to Dropbox support. Replies to this email are routed to an unmonitored inbox and will not be answered by our support team." This is absurd. Thanks.
Trying to switch my billing from Apple to Dropbox
Dropbox Plan (Plus) Payment Method (switching from Apple to Dropbox- will be Paypal on Dropbox) How did you upgrade? (did not upgrade) I saw on another chat that people were having issues with switching their billing from Apple to Dropbox and I tried to reply to that thread but replies have been turned off so I'll try it here. I am having the exact same problem, I need my Dropbox subscription for work so I am not able to have it lapse for really more than a day. It is currently set to expire on January 28th 2026. Can I get the process started to get the billing switched over to Dropbox? I am switching mine because somehow I am getting double billed from Apple with one renewing on the 16th of each month and one renewing on the 28th. I'm hoping that if I get billed from Dropbox directly this can get resolved. It would also be nice for someone to recognize that I've been double billed for two years and offer something in return, but at a minimum I would like to be billed correctly going forward.I got charged even after cancelling my free trial.
I was charged after I signed up to a free trial, which I cancelled within the trial period. It infuriates me, as on top of that, the cancellation was complex to do and at various points it seemed that I had cancelled only to find out at the bottom of the page that I needed to go through another 5 clicks to actually be able to cancel. I have found the experience very user-unfriendly - the real aim was not to offer me a trial to find out whether this option suited me, but to catch me out so that I - unwittingly - stayed a subscriber - and even after making sure I followed the procedure, my money was taken. I want to know if anyone has experienced the same thing and how to proceed to get my money back!I have a free Basic plan but I got charged
How did you upgrade? I did not I have the free basic plan but received a charge that I did not approve and I would like to speak to someone but when I called the support number it said number is no longer in service to go to admin support page enter my phone number and I would recieve an immediate call back but there is nowhere to enter my number. Can you help me please?
I used my dad's iDeal account and made the payment without consent.
Dropbox Plan (Plus) Payment Method iDeal How did you upgrade? Trough website without my dad's consent Question or Issue They refuse a refund while this account is free only use my daughter of 12 is a minor and used my payment method to buy and upgrade her account. I will go to the police station and make a report that they took payment from a minor and pursue legal action. I called Dropbox immediately after my daughter told me she did pay to upgrade her account and I was billed € 119,88 this was done without consent. This was the second response Karma Beck, Dec 12, 2025, 8:45 AM PST: Chat Transcript: [2025-12-12 16:00:09]bot:Hello, Karma Beck [2025-12-12 16:00:09]bot:Welcome to Dropbox support. How can we help you? Learn about how we use and protect your data in our Privacy Policy . [2025-12-12 16:01:28]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation. [2025-12-12 16:01:28]bot:Please wait while we connect you with a chat agent. [2025-12-12 16:01:41]System Message:Brian joined [2025-12-12 16:02:05]Brian:Hello Karma, thank you for contacting Dropbox Support. My name is Brian and I will be more than happy to assist you with your issue right away. [2025-12-12 16:02:14]Karma Beck:So what you are saying each time isn't true you have to pay the refund of € 119,88 [2025-12-12 16:02:39]Karma Beck:Not contact my bank which I did twice [2025-12-12 16:03:43]Karma Beck:So I expect my refund within 7 working days [2025-12-12 16:03:52]Brian:From what I understand you want to be refunded for your recent Dropbox transaction, correct? [2025-12-12 16:04:49]Karma Beck:Yes and the mail which states that the refund would be made [2025-12-12 16:05:44]Brian:As I can see on your account it is an iDeal payment. [2025-12-12 16:05:55]Karma Beck:This account is a free account and after refund it would be put back to free [2025-12-12 16:05:58]Brian:For iDeal Direct Debit payments, we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account. [2025-12-12 16:06:11]Karma Beck:Do not start again [2025-12-12 16:06:36]Karma Beck:Read what I send you this comes straight from the ideal website [2025-12-12 16:07:38]Brian:Please allow me a few minutes. [2025-12-12 16:08:18]Karma Beck:This is copied from the ideal website [2025-12-12 16:08:20]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund.A webshop should never refer the consumer to their bank or to us.If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.Have you already contacted the webshop but been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to assess the matter and, if possible, assist in mediation. [2025-12-12 16:09:01]Karma Beck:So no more excuses this explains how Dropbox needs to refund me [2025-12-12 16:09:54]Karma Beck:Especially this part [2025-12-12 16:09:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund. [2025-12-12 16:11:52]Brian:I have read the text you have provided me [2025-12-12 16:12:33]Brian:But since the transaction was made using the iDeal payment I cannot process a refund. [2025-12-12 16:12:57]Brian:In order to have that resolved we recommend that you contact your bank and request that they reverse the charge in question. Once the reversal is processed, you should see the refund on your account. [2025-12-12 16:12:57]Karma Beck:In such cases, the webshop should contact its payment service provider, the company with which it has a contract, to check the status of the payment. This allows them to complete the order or facilitate a refund. [2025-12-12 16:13:16]Karma Beck:It say's clearly what Dropbox has to do [2025-12-12 16:13:49]Karma Beck:Do not start again that I have to contact my bank you are responsible [2025-12-12 16:15:15]Karma Beck:The payment was made without my consent by my 12 year old daughter [2025-12-12 16:15:40]Brian:I wish I could do more for you but you need to contact your bank for this issue. [2025-12-12 16:15:49]Karma Beck:So I also can pursue this legally that you accepted a payment of a minor [2025-12-12 16:16:22]Karma Beck:Clearly you can't read what the text from the ideal website says [2025-12-12 16:16:33]Karma Beck:So once more [2025-12-12 16:16:53]Brian:Can you provide me a screenshot of the message from the website? [2025-12-12 16:18:10]Karma Beck:Screenshot_2025-12-12-17-17-31-76_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:18:18]Karma Beck:Screenshot_2025-12-12-17-17-37-57_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:18:24]Karma Beck:Screenshot_2025-12-12-17-17-50-37_40deb401b9ffe8e1df2f1cc5ba480b12.jpg [2025-12-12 16:19:20]Karma Beck:So I don't need to call my bank Dropbox needs to contact their account team and refund the payment [2025-12-12 16:19:49]Karma Beck:www . ideal . nl/ contact [2025-12-12 16:21:01]Brian:I’ve reviewed our refund policies, and unfortunately they don’t allow me to provide you a refund, as requested. As mentioned your bank or online payment vendor may be able to help. [2025-12-12 16:23:29]Karma Beck:No I will go to the police station and make a statement that you took payment of a minor and call my lawyer which you will have to pay since I am in the right and you don't want or do understand what Ideal clearly stated on their website. Dropbox is responsible for the refund [2025-12-12 16:23:57]Karma Beck:Take that to your supervisor [2025-12-12 16:24:56]Karma Beck:You clearly are AI or bot a human could read and understand the text provided by Ideal [2025-12-12 16:25:15]Karma Beck:Dropbox is responsible for the refund [2025-12-12 16:25:21]Brian:I am human and I can read the texts you have provided me. [2025-12-12 16:26:15]Karma Beck:Then you can read that Dropbox need to contact their payment service [2025-12-12 16:27:04]Karma Beck:It states on their website you are responsible for the refund and how to refund [2025-12-12 16:28:04]Brian:The bank will resolve your issue, I cannot issue a refund. [2025-12-12 16:28:49]Karma Beck:If you say this again you clearly don't understand the text written by iDeal [2025-12-12 16:29:24]Karma Beck:According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions. This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support. [2025-12-12 16:29:40]Brian:I completely understand the text from iDeal, however we have our policies that we follow. [2025-12-12 16:31:19]Karma Beck:I would contact your supervisor and your payment service because the rules apply also to you and internationally [2025-12-12 16:32:01]Karma Beck:Has nothing to do with your policies Dropbox is responsible for the refund [2025-12-12 16:34:09]Brian:I wish I could have this resolved [2025-12-12 16:34:29]Brian:But as I mentioned above there is nothing I can do on my end. [2025-12-12 16:34:53]Brian:You have to contact your bank for the refund request. [2025-12-12 16:35:48]Brian:Is there anything else I can help you with today? [2025-12-12 16:38:37]Karma Beck:Contact you're payment provider [2025-12-12 16:39:42]Brian:iDeal payments are a form of direct debit payment. [2025-12-12 16:40:14]Brian:For direct debit you should contact your bank [2025-12-12 16:40:25]Brian:For more information visi t this link help dropbox . com / contact / refund [2025-12-12 16:40:40]Karma Beck:It clearly states that it's not my job [2025-12-12 16:41:16]Karma Beck:The same is stated on the website of Ideal [2025-12-12 16:42:03]Brian:I already provided you with the steps on how to claim your refund. [2025-12-12 16:42:08]Brian:Is there anything else I can help you with today? [2025-12-12 16:44:19]Karma Beck:And I provided you with the steps Dropbox needs to make by statement from iDeal [2025-12-12 16:44:54]Brian:This conversation is now unproductive. [2025-12-12 16:45:21]Brian:I will send you a follow up email to provide you all the necessary steps you need to take in order to take your money back. [2025-12-12 16:45:27]Brian:I will send you an email, with the ticket number of our communication, which you can respond to and get in touch with me directly, should you need further assistance. [2025-12-12 16:45:30]Brian:Thanks for chatting with us today. We would love to hear how satisfied you are with the assistance received today via the following one-click rating, after I close the chat. Have a lovely day! [2025-12-12 16:45:32]System Message:This engagement has been ended by Brian Calling the bank like they state is absurd they have to make the refund directly from their account. My account will be renewed yearly automatically in January I asked them instead of refunding me directly to use the payment for my account and cancel and make my daughter's account a free account again. You would think problem solved
