does anyone have a direct phone number or at the least a direct email for dropbox. i need to get in contact with them asap and have ran circles around the website trying to find support.
Hey @lmich12, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
Phone support is only for paying business customers (note - not on a trial) and there is no email support. All support is via www.dropbox.com/support or here.
I have a free Dropbox account (that I don't actually use). I've been charged $18.69AUD by Dropbox through Paypal. I haven't made any changes in dropbox, I haven't received any receipt from dropbox, I still have a free account, I can't view any billing because there is none and has never been any. I can't access support as I have a free account. I'm trying to dispute the charge, paypal does not care because they think it's just something I signed up to (not true). Is there any way to get help with this? I've searched everywhere for a contact email but because I have a free account it won't let me get any help. The email address paypal provided is a no reply address (support-paypal@dropbox.com).
Thanks
someone is using my debit card for their account payments and i’ve been charged the last 2 months for it. i enter my bank transaction id on dropbox to look up the payments and it is under a user with email [email removed as per Community Guidelines]. i have no idea who this person is nor have i ever heard of this website until i had a charge for it. so in order to report this i have to pay?
Hi @mjk3, & @T1509, 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!
Hey there, @T1509, thanks for that!
I replied back to you just now. I'll see you there, cheers!
@mjk3 wrote: someone is using my debit card for their account payments and i’ve been charged the last 2 months for it.
someone is using my debit card for their account payments and i’ve been charged the last 2 months for it.
Have you reported this to your bank? That's your first step. Dropbox can't charge your card if they don't have your billing information. If you didn't give it to them, someone else has and you need to contact your bank.
@T1509 wrote:No, I just assume Dropbox would be able to sort it as they charged it…. They’ve just told me they won’t refund the charge and have provided me with a random persons email address and told me they’ll cancel “my subscription”. I’ll have to contact my bank, so frustrating though 😞
Thats the right thing to do though. Your card has been compromised. If they are successful here they will do the same elsewhere. Its irresponsible to not talk to your bank about it. Your identify and spending are at risk if not.
Sorry to hear that, @T1509.
Keep in mind that Dropbox cannot create or upgrade an account using your billing info, unless you yourself, or someone that has access to it, has provided it.
That being said, can you give us the ticket number for your communication with our support team regarding your refund request?
Hello, I have also just found hundreds of dollars charged on my bank account via drop box, in a metter of less than 3 weeks. Its scary how none of this was authorized, I never gave my bank info to drop box and I havent had a drop box account in years. I did have Canva, which I cancelled, and just found out that is being charged on my account again as well. What is going on????
I have dozens of ticket numbers for 12.99 & 11.99 from drop box just since 4/26/24, please help. I just joined in order to figure out how to stop these charges from continuing. I dont even know what email its attached to because its not attached to the email I used for Canva…
Hey @MA54. Are the charges from Dropbox directly or from iTunes/Google Play (you can double check this in your bank statement)?
If they’re direct Dropbox payments, you can check for the 12-digit transaction ID and insert it here. It’ll show you which Dropbox account they’re linked to.
Let me know what you find.
Hi Nancy, so far I have found 5 emails that are not my own & seem to belong to different names. I have about 15-20 charges left to enter..is there a phone number I can report this to & get my money back since this clearly is an error ?
Hi @MA54, phone Support is available to Business admins.
You can see your Support options here. You mentioned that you've reached out to our Support team via email, right?
If so, would you mind sharing your ticket number reference with me, please?
Hi Megan,
I have chatted w the chatbot, there is NO email or Phone number to call, in fact, I was told I need to purchase an upgraded account simply to speak to a live person so I can get refunded. What a scam.
Drop box has been compromised. Likely because it doesnt allow you to connect with a live person when you wish to report this type of thing. Drop Box should take better measures to protect clients or they will be seen as indifferent to client safety & replaced with a better service fast.
Hey @MA54 - sorry to jump in here, but I wanted to mention that you can reach out to our support team directly through this form for such matters.
Just make sure to use an incognito window and fill in all the relevant information.
Let us know how it goes!
Hi @MA54, thanks for bringing this to our attention.
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.
Keep me updated with any progress.
Hi Walter, and thank you, I did try the form & it did not work, it just brought me back to square one. I may try the incognito window although inputting that info via chat doesnt seem safe and Im not feeling very confident in drop box security right now lol
Thank you Jay, I will check this out, I appreciate it
This is ridiculous. 29 charges of 11.99 & 12.99 on my account to random email adressses I do NOT own. Its clear Drop Box DOES NOT PROTECT CLIENT BILLING INFO NOR CARE IF THEY STEAL MONEY FROM YOU. This form you sent has no “other” option & what you are asking is for me to give my bank info via chat or email. Drop Box is set up to scam people. Drop Box assigned my billing info to a bunch of accounts that they are trying to charge so they are charging me. BEWARE.
Im reporting Drop Box. Thats over $300 in 2 weeks stolen from me via unauthorized Drop Box charges when I dont even have a drop box account!! How many other people are out there, do you wonder, that this has happened to? DropBox offers
NO RECOURSE, NO CUSTOMER SERVICE, NO PHONE NUMBER OR EMAIL TO HELP YOU DEAL WITH THEIR DATA BREACH OR. UNSAFE HANDLING OF BANK INFO DO NOT give them your bank info OR USE DROP BOX
@MA54 wrote:Its scary how none of this was authorized, I never gave my bank info to drop box ...
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
This form you sent has no “other” option & what you are asking is for me to give my bank info via chat or email.
You need to 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 and you'll have the "Other" option. It's best to use an Incognito or Private browsing session to make sure you're not signed in. If you're signed in to any account, you will not see this option. Make sure you're signed out.
You'll be entering your billing information into a form on a secure page. Dropbox won't be able to look up the accounts associated with your billing information if you don't tell them what it is.
Drop Box assigned my billing info to a bunch of accountz that dont pay their bills so they are charging me. BEWARE.
Dropbox doesn't, and can't, do that. They can't just take your billing information which you've never provided and assign it to some random accounts. The only way this happens is if your billing information has been compromised and has been used fraudulently by those that stole it. If that's the case then Dropbox can help get your billing information removed from the accounts, but that won't stop the problem from happening again. YOU NEED TO CONTACT YOUR BANK!
Drop Box indeed, has billed my account without me giving them my billing info. For everyone reading…I have already contacted my bank, I have already looked up the accounts & obtained the user names. There are over 20 peoples names. Do you think 20 people would go to the trouble & risk their freedom, seriously, by stealing someones bank info so they could use it to pay for Drop Box charges all at the same time, right in a row? Lol
The gig is up. Drop Box knows what its been doing. If you are a live person who works for DropBox, I expect someone should have a live person contact me asap. Also, I tried the form, 3 times now, there is no “other” option.
@MA54, if your payment details were found linked to the Dropbox accounts of 20 different users/people, then it really sounds like your billing info has been compromised and your bank will need to investigate further.
Without manually upgrading your Dropbox account and inserting your payment details in the system, it is in fact impossible for Dropbox to charge you.
As for the steps given above to log a ticket in our system, did you follow them from an incognito window where you’re NOT logged into any Dropbox account? If not, then you won’t see these options indeed.
DropBox was given my bank info by a 3rd party, Canva. I stated this already. I gave Canva my bank jnfo. It seems to me like DropBox’s client info has been compromised, are you serious? DropBox took my money, no one else!!!All of these user accounts/emails have been compromised. Do we even know if these users had long standing accounts, or were they just started when I got billed? Lets just see, shall we? Again, DropBox has no phone number or email to speak with customer service, its a scandalous shame. Ive paid over $300, certainly enough for a conversation to clear up billing errors, but why would Drop Box want to do that, right? They want to keep your money, even if you didnt consent for them to take it.
@mjk3 @T1509 This is a scam!! Report to your bank right away, Drop Box is committing fraud. Drop Box purposefully has no recourse set up, no email, no phone number, for customers in this situation, so they could do just this- Pull small amounts of money from lots of people all over by sneaking into 3rd party apps illegally, and then, whilst this creates a delay, even if/when they get caught, they still, I bet, will end up stealing alot from the public. Anyone, really. This is a shame. Look how many people this has happened to & all you do is get run around in circles on this forum. Anyone who has had this happen to them should report this publically.
This is what Drop Box has in their Provacy Policy, which I just found:
Dropbox is subject to oversight by the U.S. Federal Trade Commission. JAMS is the US-based independent organization responsible for reviewing and resolving complaints about our Data Privacy Framework compliance—free of charge to you. We ask that you first submit any such complaints directly to us via privacy @ dropbox.com. If you aren’t satisfied with our response, please contact JAMS at https: // www .jamsadr. com / dpf-dispute-resolution. In the event your concern still isn’t addressed by JAMS, you may be entitled to a binding arbitration as set forth in Annex I of the Data Privacy Framework Principles.
