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Can’t cancel subscription since my email is deleted.

Hello,
I have a Dropbox account which created by the mail of past company which I’ve left almost 1 years ago.
But the account still has my credit card info and Dropbox has been charging my card.

I cannot log-in as the business email address which is no longer in existence and cannot be recovered, also not able to login in any other way, which means that I can’t cancel the subscription by myself.

Plus, it’s worth to be mentioned that I’ve already sent a message through Dropbox Support to notice the situation and ask for cancelling the plan on 2023/09/17, which the message is written in Mandarin.

But I haven’t received any response till now, which means that:
1. Due to the problem of not able to login to Dropbox, my subscription is unwanted but still ongoing.
2. The request of cancelling the subscription I sent through Dropbox Support on 2023/09/17 is still pending, and the problem has not be solved.

With situations above, I would like to ask Is there anyway to:

1. Cancel the subscription of the account.
2. Receive the refund of lastest payment (because I’ve sent the request on 2023/09/17 to notice the situation, but haven’t received any response.)

Any help would be appreciated.
Thanks!

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Rich

@Tobychc wrote:
Can’t cancel subscription as my email is deleted

The only way to cancel if you're unable to sign in to the account is to contact Support directly. If you've already done that you should have received a ticket number. Reply here with that ticket number and a Dropboxer may be able to check the status of the ticket when they return to the office after the holiday.

If you don't have a ticket number, 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

Tobychc

Hi Rich,
Thank you for your kind reply which really helps me a lot!!
Yes, I contacted Support directly for several times, however I haven't receive any ticket number of them instead of receive the message "Thanks, We'll be in touch", just like the screenshot below.

I entered the Support page and make sure I was not signed into a Dropbox account, and filled up the form again, however I just received the same message without any ticket number again...

May I ask how to receive the ticket number?

2024-01-01 18.37.30.png

Walter

Hey @Tobychc - sorry to jump in here, but I just wanted to mention that you should have received an email from the support team in your email's inbox with a ticket ID for your reference. The email address would be the one you filled in the form when first submitting your ticket.

If you can't find it in your inbox, you can also check your email's spam/junk folder too.

LozT

I thought I had cancelled my subscription but payments still being deducted. I can no longer log in as email and service provider no longer exist

Megan

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

Have you tried to contact Dropbox Support directly for this in order for them to help you with the cancellation?

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!

LozT

I had previously cancelled my subscription and Dropbox was automatically removed from my computer. I am still getting charged a monthly fee. The email used is no longer in existence and neither is the service provider. THIS IS NOT COOL DROPBOX !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Hannah

Hey @LozT, sorry to hear about this.

I can see that Megan replied to your original post about this issue last Tuesday.

I moved this post under it for easy access, can you please take a look at her reply?

Thanks.

LozT

I have done this 3 times and nothing. If I am not logged in how do they respond to me if the email address does not exist.

LozT

I cancelled my dropbox which was automatically removed from my computer months ago. I ma still being charged monthly. The email address is no longer in existence. Support has said to use support direct without logging in. I have done this but how are they going to contact me if the email no longer exists. Why can't I just contact a dropbox support member directly to explain? NOT HAPPY

Megan

Hey @LozT, if you follow the steps I provided above, you should be able to contact our Support team directly.

Also, you can use a current email address that you need to be contacted to, that way you can receive our emails.

If you have any questions, let me know!

LozT

I followed those steps twice and still no replies. I got charged the fee again yesterday

Hannah

I'm really sorry to hear about this, @LozT.

Can you give us the ticket number for the most recent ticket that you opened, so we can look into this on our end as well?

LozT

I didn't get a ticket number

Megan

No worries @LozT!

I just reached out via email, and I'll be happy to see you there.

Cheers!