Cancel subscription for account I can't access

Hey @emmsheridan, thanks for posting to our Community.

While it's not possible for us to delete the account on your behalf, we should be able to help you cancel the subscription.

You can reach out to our support team directly for assistance.

To do this, open a private browsing/incognito window, go to this page, fill out the form and submit your help request (make sure to use an email address you have access to).

Once you have your ticket number, please send it to us as well.

Thanks!

I have a plan under my email [removed per the Dropbox Community Guidelines] That email is no longer active and the plan admin left the company years ago. I am being charged monthly for a plan I don't use. It is very frustrating. Dropbox should have human beings to help.

The link you sent is useless. It does not point to any form to be filled in.

Hey @Simina1, if you open the link, you'll see a "I want to look up information related to:" section with a dropdown menu.

Choose "other", then continue providing the required info and you should be able to submit your request.

emmsheridan

@Simina1 I am just going to try to stop payment through my credit card. This is crazy. I will never get a paid dropbox account again!

emmsheridan

Hannah, "I want to look up information related to:" asks you to sign in to your account. When I do sign into the account I do have access to, the link you shared directs us to another general support page with links to articles - nowhere to submit info.

I’m having exactly the same problem. I can’t find any way to access my other account. I don’t mind paying the monthly subscription but I’m not going to pay for an account I can’t access.

Why can’t I prove it’s my account using my bank details? Why can’t dropbox send a reference number with my next deduction from my account so I can quote it back to prove it’s mine or alternatively delete my account?

Are Dropbox’s legal team aware they may be in breach of GDPR by failing to let people update their information?

Dropbox sort out your service or get ready for customers to abandon you as your reputation spreads!

Hannah, you’re sending people to dead links.

The link is not working

Emma, after looking everywhere for an answer, I’ve ended up blocking Dropbox from taking money from my account.

I didn’t mind paying the fee for the service but Dropbox wanted me to pay without allowing me to access my account and hence service.

This obviously means I’ll never be purchasing a service from Dropbox again.

I think those of us who’ve faced the same problem are wasting our time trying to do our best to jump through hoops to resolve the problem. Clearly Dropbox doesn’t care about its customers.

Although I understand where you're coming from, unfortunately, proof of payment does not equal proof of ownership in this case.

Only access to the email proves that someone is the owner of an account.

However, would you like us to send you an email to the address associated with your Community profiles here, so we can investigate each of your cases further?

Yes send me an email to [removed per Community Guidelines]

There’s a simple solution to that. Send a message to that account and request a reply within 30 days asking for confirmation of payment process. If there’s no reply change the account to a basic account or delete the account.

Sure, go ahead send an email to this account.

Nancy

Hey @Simina1 and @Lostinthewilderness! I’ve sent two emails to each one of you. Please check them and reply back to me, when you get the chance.

Hi Nancy,

I’ve replied back with details of the email account that I can’t access. I can give you date and details of the emails that Dropbox sent to that email account.

Thanks

Megan

Hey @Lostinthewilderness,, I checked, and Nancy has indeed received your message.

Hold tight, and she'll get back to you as soon as possible with more info. Thank you! 😎

I received an email and confirmed it! What next?

Yasserrrrrrrrr

I have te same problem. This is the
Ticket #23285283

The mail I am receiving is asking me to log in but that is not possible! Please help.

Still waiting for a response despite providing my payment details and a screencapture of my bank statement.

Apparently my account can’t be located!

I am in a similar situation and cannot cancel my account. I have already been charged for one year that I did not access the account and the second year is coming up. Please help, support team!

Megan

Hi there, @Rgdamian, I'd be happy to help!

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!

I’ve sent a request via the support page and there was no ticket number I received. It stated that I would get a response in a few days, but where is that response being sent to? The email I do not have access to anymore (and the one the support form wanted me to type in)? I added my personal email in the notes, but I’m not certain I will get a response at my personal email address.

Nancy

Hey @Rgdamian! Can you please double check your personal email address again, along with its spam folder, and let me know if you still can’t see a ticket number?

I checked my personal email and there’s no message or ticket number from Dropbox. I do not have access to the old work email- which is the email address they wanted on the form to look into the account. I included my personal email in the notes section of the request

Hey @Rgdamian, just wanted to clarify something; when filling out the form, in the "I want to look up information related to:" section, make sure to choose "other" and then add an email address you can actually access.

Let me know how that goes and if you get the ticket number this time.

Thank you! I have the ticket number. Anything you can do to help and resolve this quickly is appreciated.
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