I want to cancel a subscription but can't access old email

@LetsDesign wrote:

I have the password but it is requesting a 6 digit code in which I can not access. How can I do this without having access to the email address?

You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.

https://help.dropbox.com/account-access/lost-email-access

To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in 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/sign-in-issues

If Support is not able to get you access to the account, they can at least cancel any future charges if there's still an active subscription.

LetsDesign

That's the issue, my credit card keeps getting charged and I want to cancel it but I can not access the email address. I need help to cancel the account.

Hannah

Hey @LetsDesign, I would suggest reaching out to our support team by following the steps Rich described in his response above.

Once you have your ticket number, send it to us as well, so we can look it up in our system.

LetsDesign

Thanks Hannah, I have contacted support, and I am awaiting a response.

Hey @LetsDesign - sorry to jump in here, but if you have a ticket ID, you can share it with us here so that we can look it up in our system as well, if needed.

Happy Monday by the way!

Revd

I can't access my old email and don''t remember my old password. I am having no luck with all the Chatbox sugestions. Is there any way of talking to an actual person who could help me sort this out? Thanks!

@Revd wrote:

I can't access my old email and don''t remember my old password.

Are you trying to cancel an active subscription on an account you can no longer access? If so, 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

Hello, I have an old subscription from a previous company that I cannot cancel. 2FA is on and I no longer have access to the email address associated with the account. I just recently got charged another annual subscription fee. Also it is apparently impossible to contact a human support person except through this forum...?? The bots can't figure out how to help me with this one. Can we please close this account and cancel the recent annual subscription charge? Thank you.

@tscheinblum wrote:
I have an old subscription from a previous company that I cannot cancel. 2FA is on and I no longer have access to the email address associated with the account.

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

Thanks, I submitted a request on there, hopefully that works!

Hi Rich, I submitted the help request on Monday following your instructions but still haven't received a response. Is there another way to get in touch with customer support? Thank you.

Hey @tscheinblum - did you get a ticket ID by any chance?

If so, please share it with us here so that we can look it up in our system.

Hi Walter, no ticket number is given when submitting through the help site following Rich's instructions. I just tried it again to double check. I did provide my email associated with this profile and my work email I can no longer access [personal information removed per the Community's Guidelines] in the submissions in case you can search for it that way? Thanks.

I was able to find two tickets in our system that are associated with the email address on your Community profile. Do you have access to that email address @tscheinblum ?

If so, you can look in your inbox for your tickets and if you can't find them, check your spam/junk folder as well.

If you still can't find your tickets, let me know here and I'll send you an email from my end to investigate further.

Hi Walter, I have access to the Gmail account, which is what I'm using to sign into the community profile. I don't see any emails from Dropbox concerning the tickets though. Also checked junk. Thanks!

Thanks for the update @tscheinblum

I've just sent you an email to the email address that's linked to your profile here on our Community.

Could you have a look at your inbox for my message now?

Kdstewart

I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting. Help

@Kdstewart wrote:
I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting.

https://help.dropbox.com/account-access/lost-email-access

To contact Support, visit the Support page while you're NOT signed in to a Dropbox address, including these forums, and you'll see an option for sign in 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/sign-in-issues

If you're unable to gain access to the account, Support will at least be able to cancel any future payments if the account is on a paid subscription.

NeolaMace

I was a user of a business account at Seismic. When someone else left the company, I paid the subscription with my credit card and was reimbursed by Seismic. I have not worked there since 2020 and I do not have access to that email account and I keep getting charged for the account. Please help! Thanks.

Hannah

Hey @NeolaMace, sorry to hear that you're in this situation.

I would actually suggest reaching out to our support team directly about this.

To do that, open a private browsing/incognito window and go to this page.

In the "I want to look up information related to" box, choose "other" and type in an email address you can access.

Fill out the rest of the form, submit your request and when you have your ticket number, please make sure to send it to us here as well.

NeolaMace

Thank you so much for your help. I cannot submit a request because it is requiring me to enter my card number. I must have paid through Google Pay because the charge goes through every year and my debit card has changed multiple times.

NeolaMace

I have no idea now what card I had on there or even which card went through last year. Yes I absolutely want to reach out to the support team but I have not been able to do it.

Megan

Hey @NeolaMace, I just sent you an email, and I'll be happy to continue troubleshooting there!

gosgood1130

I have a similar case where I have a dropbox account through my former work email but am unable to access the account. I did speak to someone previously and have a work ticket number - Ticket #23770119: email access and cancellation of addl storage charges yearly coming up JUNE - but have had no response. Would you be ale to help?

@gosgood1130 wrote:
I did speak to someone previously and have a work ticket number ... but have had no response.

When you created the ticket, did you enter your work email where it says Email address associated with the account? If so, their responses would be going to an email address you don't have access to.

If that's the case, create a new ticket and enter an email address that you have access to, then enter the problem email down below in the Other details section.

helpmeplease08

Hello,

My personal credit card was used for a different work dropbox account. I have left the company and no longer have access to my dropbox account (2-step requires email authorization and I am not talking to former company). I am still getting monthly dropbox payments and I need help stopping them without cancelling my credit card.

Dropbox support Chat has not been helpful. It is only showing me which account my credit card billing with 12 character ID is associated with.