Our Community is in read-only mode until April 8th, learn more here. You can still search existing threads or get help via Dropbox Support, the Dropbox Help Center, or Learn.
downgrade
68 Topics
Will my Dropbox account get downgraded immediately, if I cancel my yearly plan now?
Dropbox Plan Plus Payment Method card How did you upgrade? website Question or Issue My annual plan ends in 2 months. If I cancel my plan now do I lose access to my PLUS account immediately? It says my files will be deleted but it does not say when.72Views0likes3Comments
Did Dropbox change deletion policy after paid plan downgrade?
Hi there ) Dropbox changed deletion policy after paid plan expiry? Need clarification I’m really concerned about what seems to be a major Dropbox policy change. My Dropbox Plus 2 TB plan expired recently, and my account dropped to Basic. Years ago, Dropbox support told me that after a paid plan expired, files would still be kept for up to 1 year, even if the account was over the free limit. But now I’m seeing a warning in my account saying: “Some of your files will be deleted in 58 days” and “On May 24, 2026, we’ll need to delete files to bring your account under the limit.” I’m currently using about 1.99 TB, so I’m massively over the Basic limit, but what shocks me is the deletion warning itself. In the past, I was told files would remain stored much longer, even without an active subscription. So now I’m trying to understand whether Dropbox officially changed its policy recently, whether this 58-day deadline is real and final, whether anyone else has received the same warning after a paid plan expired, and whether Dropbox has actually started deleting files from downgraded Basic accounts. The most frustrating part is that once the account becomes free, I can’t even access official support to ask for clarification. I’d really appreciate hearing from anyone who has dealt with this recently.98Views0likes4Comments
I'm unable to cancel my Dropbox subscription!
Question or Issue This is the most craziest thing ever! I am trying to cancel my subscription and can not do it. Customer Service is not a service at all! You can't get anyone on the phone. This is a job for the Better Business Bureau and the Attorney General's Office to look into. Drop Box seems to be a scam! How many people are trying to cancel subscriptions but can not do it? How much money are they making for ignoring the people who are trying to drop subscriptions?52Views0likes1Comment
Loyal since 2014: Refused Retention Discount After Region Change Issues (#26150245)
Dropbox Plan (Plus) Payment Method (Credit Card) How did you upgrade? (Dropbox website) Ticket ID #26150245 I am a user with over 1.2 TB of data in my dropbox account and with a subscription dating over a decade going back to 2014 fresh out of college in Saudi Arabia. I moved to Canada in 2024 and when I tried changing the billing address it asked me to cancel and by the time I got to it the timeline had passed and said cancellation will take place at renewal date a year alter. I was busy with life and was loyal to dropbox so I ignored it but kept it in my mind for 2026 renewal. Come renewal time went through the same thing and I was told I will loose the file history, grand fathered benefits of a decade and I was upset at that and requested a way around to cancel the subscription and pay the right taxes (lower) and upgrade the account. Connor is handling the ticket and what tipped me over was the cold shoulder that you have a full refund and "The grandfathered benefits are indeed lost any you might had as this is a new Dropbox subscription" no sympathy, no care just a blanket statement because cancelling and resubscribing is considered a new subscription just because dropbox does not allow changing country without cancelling your subscription and there is no other way. I was told to wait last year and I was getting the same message this year, anyways I asked for a compensation, a discount of 50% which dropbox does in different scenarios although I did mention for all my trouble and loyalty giving me a pass for a year (free) should be considered and the response I got was even more upsetting. "We cannot offer a free plan however you are free to create a trial under new different email address" so this is what you offer which anyone can do, so disrespectful, outrageous also free plan give 2GB only while I have over 1.2TB on my drive. Also the following statement 2 sentences seem to say, I can download and move away from dropbox and no discount can be offered for the trouble a loyal customer of over a decade has provided, as if I am asked to leave dropbox, wouldn't dropbox want subscribing customers to stay on while it seems the customer service want to get rid of customers. "You can go ahead and download your data of course at the time being the refund is already processed from our side. Unfortunately there is no discount coupon which I can provide." Additionally, a vague response on the taxes while the charges were weird, I was told I will be charged 119.88 and 131.87 in 2027 but got charged the 131.87 in 2026, the excuse was made about the taxes then why was it with the taxes included I was charged 119.88 in 2025. or is it that Dropbox is constantly upping their prices without informing customers cashing in their gullibility? This was truly ever so upsetting and the tone in the response was dry, cold, with no remorse, concern or even a single sorry in a 379 word response from Connor as if I did not matter. Dropbox has offered discounts and support on many levels, over here I was just told no with no explanation and no sorry, also the subscription as cancelled with a refund by Connor before responding to my queries in full. I asked Connor how long (timeline) my message "Also, what is the timeline for my files before they are deleted (if ever they are deleted) since I would like the funds visible and usable on my credit card from the refund before I proceed with the upgrade which is definitely much more costly than the current plus plan that I am on." The response: "The files will not be deleted automatically, however they remain inside your Dropbox account and you will be notified to re upgrade and then more and more emails regarding that then email about possible deletion, then more and more emails then final warning." Yes, I know the files will be deleted where is the response to the timeline, seems like no effort was put in the response. Being a member for over a decade I just created an account for the first time on the forum to reach out and find a solution. Even an offer on the subscription under customer retention is provided which I was not as can be seen in an old post Dropbox Plus subscription discount | The Dropbox Community Also if you see, Search | The Dropbox Community here you will find that dropbox is offering discounts on multiple platform even offering that would have sufficed but an outright no is what I got without a sorry. Also, I am no longer eligible for chat support as my account is downgraded, where I think since I clearly mentioned I would like to continue with updated address and location change I should have continued support so going from instant support to 48 hours response time. Mess after Mess, I feel so devalued and disrespected. Ticket ID #26150245Solved178Views0likes7Comments
I cannot disband my team & I'm stuck in a team account
I have problem to disband my current team and cannot convert to individual personal account as there are no options in the billing section of admin console or my account settings. Even though it shows as Basic but currently my account is in a team.86Views0likes1Comment
I'm downgrading my account but don't want to delete files owned by collaborator
I am on Dropbox Basic now and have been for some time. I used to contract with another person. We both had our own business subscriptions. I no longer work with this person, but I do not want to delete the files in case this means he no longer has them. Technically, the files are his property. What is the best practice to clear out my Dropbox, which is well over storage limits, without removing his files?Solved235Views0likes10Comments
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 solved155Views0likes3Comments
Being charged for an unknown account. How can I rectify this?
Hi all, I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account. We think it might be an ex staff member who paid for the account and didn't cancel their subscription before leaving. How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again. Thank you.Solved22KViews1like120Comments
I am being charged for a Dropbox account that I do not have. Can I dispute the charges?
Is there anyway to get in touch with an actual human at Dropbox? I am being charged monthly for Dropbox account that I do not have, and I cannot for the life of me get an actual person to help with this on the Dropbox side. Is the only option to go to my bank and dispute the charges? Thanks! Bethany4.6KViews1like20Comments
