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Cancellation of a Dropbox account but can't get it quite right.

I have tried many times to cancel my dropbox subscription and nothing has worked - I just keep getting billed monthly. I got frustrated and deleted everything my dropbox account (probably a mistake), and yet I still get billed monthly. I can't talk to anyone, the chat with a dropbot doesn't do anything - and I am starting to get really mad.

How can I stop this incessant charging of my credit card without actually cancelling the card because that is a much larger issue and I hope I don't have to go down that path.

This is extremely irritating.

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Hannah

Not a problem, @dpcrush2112, I'm glad to see you were able to figure it out!

If you need anything else, please let us know.

Have a great week ahead!

All comments

Hannah

Hey @dpcrush2112, thanks for reaching out to us and sorry to see you're having trouble cancelling your subscription.

Did you initially upgrade directly through our website or perhaps through the Dropbox mobile app (billed through iTunes/Google Play)?

Let me know and we'll go from there.

dpcrush2112

I don't really remember. I probably did it via the app - but I don't understand why it matters how i upgraded - I just did.

Any help here is greatly appreciated.

Rich

@dpcrush2112 wrote:
I probably did it via the app - but I don't understand why it matters how i upgraded - I just did.

It matters because if you subscribed through the app, then you're being billed by the app store (Apple or Google) and not by Dropbox, so you would need to contact the app store in question for any billing assistance. Dropbox wouldn't have access to your billing information in such a case.

dpcrush2112

Ok - that makes sense - here is what the charge looks like on my statement:

01/18 01/17 5500 GOOGLE *Dropbox g.co/helppay# CA $12.89

Does that mean that I have to go through Google to stop the recurring charges? And if so, I am not even sure where to start to do that. Is there any direction you can give me on that?

Thanks

Nancy

Hey @dpcrush2112!

You may want to take a look here for more details on how to cancel your plan via Google Play.

dpcrush2112

So - massive confusion now...... I looked in Google Play and I have NO subscriptions to anything... which makes sense to me because I do not subscribe to anything - and if I did, I doubt that it would be via google play. However, my charge seems to indicate that it is somehow happening via Google somehow...

I guess I will have to work harder at this....

Hannah

Hey @dpcrush2112, could it be that you used a different Android device to upgrade the account, or a different Google email?

dpcrush2112

Hannah,

Well - wouldn't you know it. I had used my wife's GMAIL account for the upgrade. I was able to log in with her Gmail address and cancel the subscription. Thank you very much for your assistance!!!!

Hannah

Not a problem, @dpcrush2112, I'm glad to see you were able to figure it out!

If you need anything else, please let us know.

Have a great week ahead!

CK12

I don't mean to "like" this comment. I only want to support the anger and frustration users feel in trying to cancel a DropBox subscription or communicate with anyone. 😞

Hannah

Thanks for your feedback here, @CK12.

Would you like assistance with the same issue? Are you having trouble cancelling your subscription?

Aissahp

How can i cancel? Im having the same problem too. I am still being charged on my credit card!

Nancy

Hey @Aissahp.

Are you receiving direct Dropbox charges, or are these payments seem to be linked to the App Store/Play Store?

Troy J

I have an old email account that I no longer use and do not have access to, but I am still being charged monthly to my credit card. How do I go about cancelling that subscription?

Nancy

Hey @Troy J! Do you perhaps remember the password of that Dropbox account?

If yes, you should be able to log in to it, even if you don’t have direct access to the linked email address.

rfoster1

I have been trying to cancel my dropbox as well. Can't talk to anyone and can't get any answers. My account is asociated with an old email I have not had for years but have been paying 12/month.

Walter

Hi there @rfoster1 - sorry to hear you're having issues with this.

I'd recommend getting in touch with our support team directly through this form for further assistance since you don't have access to the account to cancel its subscription.

To do so, make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.

Once you do this and get a ticket ID from our system, please feel free to share it with us here so that we can look it up as well.

Ambearloveschu

I’ve been trying to cancel my account for the past week. It won’t fully load I contacted them and no response.

Hannah

Sorry to hear about this, @Ambearloveschu .

Can you send us the ticket number for your communication with our support team, so we can check it out?

Daniel Pomije

I have the same problem, Im not usiing the service , I tried to cancel it on laptop an iPhone but just hitting the communication loops and stupid chatbot. In my Chrome layout are no buttons like plan, or cancel plan... 😞 please help me!!! They billed me 15 times, but Im too busy and nerved with this Im not able to solve it. HOw were you able to finally cancel it and leave? Please help me!!! Many thanks in advance.!!!

Rich

@Daniel Pomije wrote:
I tried to cancel it on laptop an iPhone but just hitting the communication loops and stupid chatbot.

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

In my Chrome layout are no buttons like plan, or cancel plan...

If your Plan page shows as Basic then you're not signed in to a paid account. If this is the case and you're being charged, you're being charged for a different account. Use the credit card charge lookup tool to identify the account you're being charged for.

Mrc7cas

I am on my church's video team and we use Dropbox. I apparently somehow got an individual account that was billed to me annually and I just noticed it on my credit card statement. (was also charged last year but didn't notice it then). I have navigated this extremely difficult web site and was able to cancel the account that was paid on July 30, but the cancellation doesn't take place until next year on July 30. How can I cancel and get a refund?

Mrc7cas

This is Mrc7cas adding to my statement. My email is [removed per the Dropbox Community Guidelines]

Hannah

Hey @Mrc7cas, thanks for reaching out.

Since you're still on a paid plan, can you try reaching out to our support team directly about your request?

They'll be able to look into it for you.

Megren

My account was charged - did not want it.

I did not even use the full trial not the app.

how do I cancel and get my money back???

Mark

@Megren wrote:
My account was charged - did not want it.

I did not even use the full trial not the app.

how do I cancel and get my money back???

Dropbox only issues refunds where legally required.

If you started the trial its your responsibility to then cancel it - not using it wont do that.

Follow the instructions already on this thread for how to cancel it and contact support to ask about a refund.

lorrainefourie5899

Good morning

I would like to cancel my Dropbox . I have gone on pension and no longer need the services. I cannot find my password to be able to cancel.

How do I obtain a temporary password?

Jay

Hi @lorrainefouriethen, if you don't know your password, you can reset it on this page and then login to cancel your subscription.

bobscarwidow

How can I cancel my Dropbox account? "Support" tells me to go to "settings" and then "plan" but there is no "plan" tab on my screen. Can you help me cancel?

bobscarwidow

Yes, I am having the same problem cancelling my account.