Getting charged every month but I never signed up for a subscription. How can I stop the charges?

[1638309]

Help! I need a phone number for customer support, I keep getting a charge for $18.07 every month, I don’t know what email was used because this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!

[whynosupport]

More on this. Cycle continues. 

I do not have a paid plan as you can see though Dropbox only offers support if I have a paid plan.  You want me to purchase a plan to ask a question about a charge Dropbox has already taken and is in question. Is it just me or is this support twilight zone. 

Sure I can go to bank. But why should every person have to deal with this? Totally aside, if you want to convert free users the customer service is a great way. 

[2226jrm]

Why is an amount ($) not shown on my invoice?  I have two different charges on my VISA card.  How do I find out what they are for?

[Mark]

Have you looked at your invoices at https://www.dropbox.com/account/billing ? That shows on mine $'s

[Isha]

Hello, 

I am being charged $17.91 monthly by DROPBOX and on BOTH of my accounts (separate emails) I NEVER ONCE upgraded nor given my Banking Information. 
How can I get in touch with DROPBOX Support (Phone or Live) to discuss this issue, as I DO NOT have access under my basic accounts to LIVE SUPPORT. 

Thank you

[Hannah]

Hey @Isha, sorry to see you're having an issue with this.

Just to clarify, it's not really possible to get charged without providing your billing info first.

Did you perhaps have a free trial that renewed?

Is this a Dropbox charge or a Dropbox Sign one?

If it's a Dropbox one, you can use this page, to locate the email address associated with the payment.

[djs3]

So, I have never been more frustrated in my life! We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account (nor will we ever, after dealing with this company. Whoever heard of a company that you cannot call directly with a serious problem?). When I try to resolve this on-line (which I have made several attempts over multiple days, spending A LOT of time on this), I get nowhere because it is requiring things like an account number, but we don't have an account! 

I will contact our bank when it opens on Monday, but I also want to talk to someone at the company to make sure we get a refund and to make sure we are not on some kind of renewal plan. I am actually putting this out there, in hopes that someone from the company will reach out to me so we can investigate this further.  Any suggestions in case this doesn't happen? 

[pauline2705]

Hello! Could you please help me with this

When I checked in  for billing details, I find this mentioned: "No payment or billing activity"

I thought the first debit to my credit card was genuine. I cancelled the trial on 23rd Aug. 2023 before the next charge date. on 01 Sep. But amount of USD11.99 has been debited on 3rd Sep. 2023. 

The Transaction Details (quoted above) mentioned in the credit card statement is Dropbox db.tt/cchelp IE* which is not the alphanumeric transaction ID mentioned in Dropbox Help section. I earnestly seek help from the community to investigate the origin of this unauthorised debit. Please help recover the amount unauthorisedly siphoned off from my account.

Thanks.

[Rich]

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@djs3 wrote:

We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account

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You'll need to contact Dropbox Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

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I get nowhere because it is requiring things like an account number, but we don't have an account!

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You can look up which account is associated with the charge.

• https://help.dropbox.com/billing/find-credit-card-charge

[Judy1219]

Hi, i am being charged monthly for an upgraded subscription, but when i try to cancel it, it says i have the basic subscription, which is (supposed to be) free! There is noeone to contact, and im really frustrated!

[Megan]

Hi @Judy1219, sorry to hear about that!

Is it possible that you upgraded a different account than the one you're looking at?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?

Keep me posted!