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Charged twice for an annual plan

Please, I need a quick solution because Dropbox has charged me twice to renew my annual subscription.
I need a refund urgently.

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Accepted answers

Jay

Thanks for the details, I've gone ahead and prioritized your ticket to expedite matters on your behalf.

All comments

Jay

Hi @Te_Pires_, thanks for bringing this to our attention.

It shouldn't be possible to be charged twice for the same annual plan on the same account. Do you only have one Dropbox account?

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

Te_Pires_

Hi @Jay
I received a notification that the payment had not been authorized and to update the data.
I didn't understand why there was no authorization because everything was in order, but I did update the data - I re-entered the same payment data from the credit card.
When I checked, there were two charges.
And yes, I only have one account.

Yesterday I contacted support -
Ticket #15226650: DB: Changes in Billing, Payments and Subscriptions

I attach a photo of the two charges, including commissions and taxes.

[Removed as per Community Guidelines]

Jay

Thanks for the details, I've gone ahead and prioritized your ticket to expedite matters on your behalf.

Te_Pires_

Hi @Jay

My problem was a mistake on my part. It's all correct.

There's another account associated to my credit card that I didn't rebember.

I'm sorry the inconvenience caused.

Chrisg53

I bought an annual package last month and now I’m being charged $18/month for a monthly plan? How do I get my $18 refunded and just continue with my original annual plan.

Hannah

Hey @Chrisg53, could it be possible that you have another account that was accidentally upgraded?

Are the monthly charges credit/debit card ones, or through iTunes/Google Play?

Chrisg53

The monthly payment is thru Apple.

I paid the annual bill the month earlier in November.

I could cancel the Apple subscription but that might also cancel my yearly plan that I have just started.

Chrisg53

My annual bill was paid by credit card, and the monthly payment was charged from my separate Apple account

Nancy

Hi from me as well, @Chrisg53!

Like @Hannah mentioned, it sounds like you have two Dropbox accounts indeed, and one of them is on a yearly plan, while the other is on a monthly subscription. As a result, if you cancel the Apple subscription, the other account shouldn’t be affected by this.

Can you please follow these steps, in order to cancel your Dropbox in-app plan? Besides that, if you need a refund for that account, you’ll need to reach out to Apple directly this way.

Hope this helps.

Sungjin Kim

Hello, please, I also need a quick solution.

Dropbox has charged me twice, when switching from trial to annual subscription.

Once on 7 June, once on 10 June.

I need a refund urgently.

Jay

Hi @Sungjin Kim, how much were you charged on both payments?

Do you see the transactions on this page?

Sungjin Kim

Hi,

On the page, I see one billing history of $199.00 , while I got charged twice of $199.00 .

Megan

Hey @Sungjin Kim, have you tried using our self-serve look-up tool, in order to locate where the other charge is coming from?

Maybe there's a chance that you have two Dropbox accounts.