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Where is the account I'm paying for?

Hi! I'm being charged 11.99 for months for the account I haven't been able to locate. Payment receipts come in through PayPal. When I log in to Dropbox with both emails that I use, Dropbox says I only have 2GB of storage - the free plan. So the question is how can I find and log in to the account I am paying for? If that is not possible, I also don't know how to cancel the payment?

Any help will be much appreciated!

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Accepted answers

OsborneBox

Hi Hannah,

Thnx, I figured it out another way.

Unfortunately, the receipt that is sent by PayPal doesn't include the 12-digit code, nor it is included in the payment data in the csv exported from PayPal.

The link you have provided is great and would solve my issue sooner or later; there was a possibility of further assistance in case the reference number is missing.

Many thanks and have a good day.

All comments

Hannah

Hey @OsborneBox, thanks for joining our Community.

Have you tried using our payment lookup tool, to find out which account the payments are for?

Let me know how it goes!

OsborneBox

Hi Hannah,

Thnx, I figured it out another way.

Unfortunately, the receipt that is sent by PayPal doesn't include the 12-digit code, nor it is included in the payment data in the csv exported from PayPal.

The link you have provided is great and would solve my issue sooner or later; there was a possibility of further assistance in case the reference number is missing.

Many thanks and have a good day.

Gabriellamaze

I really am upset with this company I am pying for something I dont want nor need nor asked for you are removing funds from my paypal account every month for what I need to speak with a real person please I am old and dont know what the heck is going on or how to solve this as my computer skills are not great please help in this climate having funds removed each month is killing me help !!!! calling your number does not help also another bot help

Georgec01

How can I find my account if I have no transaction id and I don't know what email I used ? I only can provide my card data

Rich

@Georgec01 wrote:
How can I find my account if I have no transaction id and I don't know what email I used ? I only can provide my card data

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

joewarioba

I am being charged for Dropbox plus £9.99 but on my account it says that I have Dropbox basic. Can someone help me with this please?

Megan

Hey @joewarioba , welcome to our Community!

I'm here to help. I just sent you an email, in order for us to look into this closely.

Reply back to me and we'll take it from there.

Cheers!

TLC1138

Hello, I've been getting billed for my Premium account, yet continue to have no access to it. Payments have come out the last two months, and I'm tired of trying to deal with Dropbox thru a bot. I keep getting emails to "upgrade" into a paid sub (which I already have) and my account is showing over 200% usage at this point. Anyone have any ideas on how to resolve this?

Rich

@TLC1138 wrote:
I've been getting billed for my Premium account, yet continue to have no access to it.

You likely have two accounts, and probably created a new account instead of upgrading your existing account. Use the credit card charge lookup tool to identify the account you're paying for.

Failing that, you would 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

TLC1138

Thank you for the reply, I appreciate your time. It's the same account as it auto- renewed, but I'll give your suggestion a go and contact them whilst logged out.

Hannah

Sorry to jump in here, @TLC1138, but if you're getting messages to upgrade and that you're out of space, while you're paying for a subscription, it does sound like you might have two accounts.

I would definitely suggest trying Rich's suggestion about looking up the payment, but if you did reach out to our support team, please give us the ticket number for the communication, so we can check it out as well.

BruceScott

Ok, thanks for the link.