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Update billing info email, but I have a Dropbox Basic account.

I am confused by the message I received from Dropbox asking for me to update my billing info. Here's the message:

"Your credit card is expiring at the end of the month!

To keep your Dropbox account current, click the button below to access your account and update your credit card expiration date and billing address. This way, when it comes time for your subscription to renew on 2020-03-06, all your information will already be up to date."

There are at least five problems with this.

1. I have only Dropbox Basic (free), which means there is no need to charge a credit card.

2. The renewal date listed in this message (2020-03-06) is over 3 years ago!

3. While I do have a credit card listed with Dropbox, it isn't correct, but there is no way for me to change it!

4. The implication is that I won't be able to keep the account unless I change my credit card.

5. I've tried every obvious way to contact someone at Dropbox to explain what is going on, but it appears there are no options that are open to me as a Basic user.

Any ideas on what is going on and what, if anything, I need to do?

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Accepted answers

Jay

Hi @mkalichman, as you're on a Dropbox Basic plan, and you're not on any trial or paid plan, then you can ignore the email, since it won't try to charge you.

All comments

Megan

Hi @mkalichman, welcome to our Community!

Are you certain the email is a new one, and not old? Is it possible that you have a different Dropbox account?

You mentioned that you have a credit card listed with Dropbox: is that on a different account?

Keep me posted, and we'll take it from there!

mkalichman

Thanks Megan for checking.

The message was sent to my correct e-mail address, which is associated with my only dropbox account. The date of the message was today, sent this morning Pacific time.

The credit card I mentioned is associated with this account. I don't remember whether it was required or optional, but I apparently added it to my account some years ago. That particular card is no longer valid, even if it were to be charged, which it shouldn't be!

Mike

Jay

Hi @mkalichman, as you're on a Dropbox Basic plan, and you're not on any trial or paid plan, then you can ignore the email, since it won't try to charge you.

mkalichman

Thanks Jay. That's good to know, but it still leaves the question of why the message went out as written in the first place. Perhaps you could pass the word up the line to have someone see if they can tighten things up on communications? As it is, this makes me wonder about attention to detail at Dropbox!

Mike

jade1230

I received the same email this morning, with the same out-of-date information. Mine said "This way, when it comes time for your subscription to renew on 2021-02-20, all your information will already be up to date."

I'm confused because I also have a basic account. I would like to remove my credit card information from my account since I don't plan on subscribing to Dropbox Plus, but there's no button to edit/remove my card in my Billing settings. Please advise!

Walter

Hey @jade1230 - thanks for flagging this with us.

Also, thank you for your feedback on this @mkalichman - it's been noted in our system.

When it comes to the notification at hand now, note that it's possible that a mistake happened in the system and this was sent by accident.

Is it possible that you had started a trial around the mentioned times by any chance?

If you're on the Basic plan now, your billing info should no longer be saved on your accounts. Could you clarify where you're seeing your billing information being stored? Is it in the email notification or your account's settings online?

jade1230

It's possible I had a free trial years ago and that's likely where my card information came from.

My credit card is listed under Account>Manage Account>Billing. However under "Payment Method" there's no place to edit or remove the card.

The email said that my credit card was expiring at the end of the month and prompted me to update my billing info.

-Jade

mkalichman

Jade's situation is exactly the same as mine. I suppose it doesn't matter that my credit card is still saved since that card is expired, but it seems there should be a simple way to remove it?

Nancy

Hi all!

We've reported these mismatching emails to our Payments team, and they reviewed our processes to make sure it reaches only the correct users. So, if you ever receive a similar email (which you shouldn't), please let us know.

@mkalichman and @jade1230, we'd be happy to open a support ticket to help remove your credit cards if that's OK.

Thanks for the reports.

mkalichman

Thanks Nancy, that would be great if you could remove the credit card information. Thank you!

jade1230

Thank you! I'd like to remove my credit card information as well.

Megan

I just sent you the emails! I'll see you both there, thanks! 😎

Lettice

Boy, Dropbox does not make anything easy. I received this message:

Take a moment to verify your payment details You should if you want to renew your Dropbox subscription. Your current subscription will be downgraded to Dropbox Basic, with a limited space of 2 GB, if we don't receive your payment soon.

Update your billing info now to continue with your current plan.

When I log into my acct there is absolutely no billing option. It says I have a basic plan, so how can I be downgraded to basic. Does this mean I'm not paying anything, it's a free plan? So why why does it say I'll be downgraded to basic if I don't update my billing info.

Seems like a marketing ploy to get people to upgrade to paid plans.

Jay

Hi @Lettice, did you have a paid account at some point? If you're not seeing any payments on this page, is it possible that you have another email address on which there could be a Dropbox account?

lcola

Hi Nancy,

I'm having a similar problem to @mkalichman and @jade1230 in that I've cancelled my free trial before the end date so I now have a basic account, but I cannot remove my card details from my account. I want to ensure that I will not be charged at the end of the trial as I have already cancelled, please could you also help me remove any card details from my account?

Additionally, I never received the supposed email from no-reply@dropbox.com to confirm my trial has been successfully cancelled, despite my account being downgraded.

Your help would be greatly appreciated, thanks.

Hannah

Hey @lcola, thanks for the nudge on this.

If your account already got downgraded after the end of the trial, then your billing info has already been automatically removed from the account.

I hope this helps!

lcola

Hi Hannah,

Thanks for your reply. Eventhough my account has been downgraded, when I go to 'Manage my account', I can still see my card details under 'Billing'. As I have cancelled before the end of my trial, I don't understand why Dropbox still has my card details and there is no option to remove it. I also didn't receive an email confirmation to tell me my cancellation was successful, eventhough this is mentioned in the Help Centre. https://help.dropbox.com/plans/cancel-free-trial

Please could you help erase these billing details as I don't want to risk getting any charges in the future. I'd be extremely grateful for any help you can provide. Thank you.

Hannah

Thanks for the update here, @lcola.

If your account is downgraded, your billing info shouldn't be stored anymore.

Would you mind sending us a screenshot of the page you see them in? Of course, please make sure to mask/edit out your actual billing info.

Also, a screenshot of what you see in your plan page would also be helpful.

lcola

Hi Hannah,

Thanks for your reply. I've attached a screenshot below of my plan and an image of where I can see my billing details which should be removed. Thanks for your help.

Walter

Hey @lcola, sorry to jump in here, but would it be OK if we reached out via email to have a further look internally?

lcola

Hi Walter,

That would be great thanks. Are you able to access my email via your systems? Thanks

Walter

Yes, no worries @lcola - I've just sent you an email to the email address that's connected to your profile here on our Community.

Whenever you get the chance, please have a look at your inbox and we'll take it from there.

Bud1946

I also have the Basic plan but Dropbox just arbitrarily charged my credit card $129.02 for "Dropbox Plus", which I did NOT request. I can find no way to contact anyone at Dropbox to reverse this charge. They only want to talk to you to sell you something.

Megan

Hi @Bud1946, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!