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I can't find the option to cancel my Professional trial.

I can`t see the option to cancel my free professional trial. In the plan management site there is nothing listed, but in the app I can still see I have a professional account (also there is shown I have free 3TB space). And no, I dind`t got dropbox via the app. If I try to reach the support, it doesn`t work. If I try to use the chat, everything they say doesn`t work until the connection breaks down after a while. And even if I try to delete my whole account, there is a failure message. So nothing works, but I got the mail, that if I don`t cancel my free trial I will be charged. I am trying to solve this problem since over a week. Can somebody please help me?

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T Alda

Hey,
I did so. Hope you can solve the problem.
Thanks

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Nancy

Hey @T Alda! Thanks for asking help from our forum.

Can you follow these steps once again and send me a screenshot of what you see?

I’d also like one extra screenshot of what you see on this page and this one.

Ping me when you’re ready.

T Alda

Hello @Nancy
Thank you for your reply. I made screenshots but I don’t know how to send them here or send them to you.
In your first link I can only follow the first 3 steps. Then there is no option to end the subscription because there is noch subscription mentioned on that site… I can only read the word „Abo“ (German word for your subscriptions). After opening the second link I see the exact same page as mentioned before (only the word „Abo“ and nothing else. After opening the third link there is a site that says (in German): „There is a failure. Please reload this site and try again“.
If you tell me how I can do it, then I can also send you the screenshots.
Thanks

Nancy

No problem! You can click on the following button to attach them here:

T Alda

@Nancy

Here is the screenshot to your first link. I can reach only step 3 of the description and then this is shown:

The same screenshot is what I see when I open your second link.

When I open the third link this is shown:

Hannah

Hey @T Alda, can you login to your account from a different browser, to see if you see the same behavior in the pages that Nancy linked you above?

T Alda

Hey @Hannah,
I already tried with 3 different browsers, but it’s always the same…

Nancy

Hi again, @T Alda. Can you send me one more full screenshot of this page? I’d like to check the URL and see what else may be happening.

T Alda

Hi @Nancy

sure, here it is:

Megan

Hey @T Alda, no worries!

I just opened a ticket on my end for you, in order for us to have a closer look into this.

Reply back to me, and we'll take it from there!

T Alda

Hey @Megan
okay thanks. Tell me if you need anything else. I hope you can solve the problem.

Nancy

@T Alda, in order for Megan to further help, you’ll need to reply to her email first. Please do so, when you get the chance. Thanks!

T Alda

Hey,
I did so. Hope you can solve the problem.
Thanks

Liz B

Nancy. I would like help as well. I am having a difficult time canceling my trial and do not want it to ping my credit card. I have exhausted all efforts with your help line, reading directions, on both I phone and I pad and still can not find manage subscription tab to cancel. Please help

Jay

Hi @Liz B, thanks for the message. 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.