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I was charged, even though I had cancelled my free trial

Last September, I used the trial period. Today I saw that Dropbox charged me monthly for this fact every month since then, even though I canceled my subscription. Charges don't appear in my dropbox account, nor is there an active paid subscription . I would like to know what happened and get a refund for my money.

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Hannah

Hey @Myszab, thanks for reaching out to our Community today.

Since the charges do not appear in your account settings, is it possible that you have a second account?

You can try searching the payment info with our payment lookup tool, which will show you the email address connected to the paid account.

Do you see the same email address as your free account, or a different one? And are you able to login to it?

Let me know and we'll take it from there.

Myszab

I cannot check with your tool, because this is what the transfer titles look like. However, I am sure that I am talking about a free account, because it was this e-mail that I received information about payments.

Hannah

Thanks for the screenshot and the update.

There's no specific transaction ID here, which would help us find out about this payment, I'm afraid.

Is it a credit card payment, or through PayPal or maybe through iTunes?

Myszab

It was paid by credit card

Megan

Hey @Myszab, sorry to jump in here!

Can I send you an email, so we can investigate this closely?

Let me know!

Myszab

Yes, ofcourse, pls text me.

Megan

Just sent you the email @Myszab!

Reply back as soon as possible, and I'll see you there.

Cheers!

Sunny

Hi I signed up for a free trial temporarily. Dropbox has decided to take £199 out of my overdraft. I did not sign up for this, let alone was I informed that this would happen. Has this happened to anyone else and was anyone able to receive a refund?

Please help. Thanks

maher1982

Try to contact dropbox team and explain your problem and the subsecribe was by mistake. I think they will refund you

Sunny

Thank you

Mark

Hi @Sunny

When you signed up for the trial you were informed, and agreed, that you would be charged at the end of it. It is your responsibility to cancel said trial before the end of the trial period or you are charged.

Depending upon how long ago you subscribed you may be able to claim a refund as you are in the UK https://help.dropbox.com/accounts-billing/payments-billing/refund

chrishengbee

Same problem here. I just started the trial and saw a 199euro bill. But Dropbox should not have charged me in the first place during the trial. Now I have to fight to have my mom back.

IlianaIB

Hi!

I had a free trial until July 22. First I tried to cancel it but it didn't allow me (the page stay in loading), finally I was able to cancel but at 22h40 from July 21 I received a charge of 320.79$ on my account. I wish a refund or assistance to solve this.

Thanks

Rich

@IlianaIB wrote:
... I was able to cancel but at 22h40 from July 21 I received a charge of 320.79$ on my account. I wish a refund or assistance to solve this.

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

Hannah

Hey @IlianaIB, once you submit your ticket the way Rich described, please send us the ticket number, so we can look into this!

synnem

I don't know how to contact anyone on Dropbox as I'm being sent to pages with just suggestions and no actual contact. I'm supposed to have the FREE basic account but have been charged for months!! I thought I had a different account, seeing as I was being charged, but the app clearly states FREE. I want my money back and clearly will not pay anything further. This seems like a total scam!

Hannah

Hey @synnem, sorry to hear about this.

Have you checked our payment lookup tool, to see which account the payments belong to?

Let me know what you find.

synnem

It says it's paid to:
International Unlimited Company

support-paypal@dropbox.com

Nancy

Hi @synnem. Can we log a ticket for you at the email address you see here?

synnem

Yes, that's the e-mail I use!

Nancy

Please check your email address, when you can, @synnem, and reply to my email. See you there!

synnem

I have replied/confirmed that's me, but I haven't gotten any more emails after that?!

unknown

On July 24, I signed up for a Dropbox account
And I chose a plan
I entered credit information and received a one month trial period
During this time I had a chat with the Dropbox team and realized that the plan I had chosen was not suitable for my needs
Therefore, on August 18 - a few days before August 23, I canceled the plan and deleted the entire account
Despite this, on August 23, I received a message from the credit company that a charge of $119.88 was received
I did not receive a receipt for the charge by email and even when I reopened the account on the same email, I did not see a plan or a charge at all
I would appreciate your help

Mark

@synnem wrote:
I have replied/confirmed that's me, but I haven't gotten any more emails after that?!

Dropbox isnt open on a weekend, so, you wont hear back until next week.