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I can't cancel my subscription for an account I can't access

Hi,

I have a paid subscription for a Dropbox account that I cannot access anymore. I needed to create one for for a freelance mission with an e-mail address that the client has deleted after the term of the contract. But the subscription is still active on my credit card.

I can no longer log in, and Dropbox has not replied once to all of my queries and e-mails. I am getting desperate.

Does anyone have an idea?

Thank you so much in advance,

Kenneth

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Rich

KennethDK wrote:
I can no longer log in, and Dropbox has not replied once to all of my queries and e-mails. I am getting desperate.

You can't just email them. You need to open a ticket with Support and they'll be able to cancel the subscription for you.

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

When submitting the form, where it asks for the email address associated with your account, make sure you enter an email address that you have access to. If that's different from the actual account email address, include the account email in the details section.

Jay

Hi @KennethDK, thanks for contacting us.

As @Rich stated, this would be the best method in order to get in contact with the appropriate team.

Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.

KennethDK

Hi Jay,

Thank you for your answer. It feels good to finally have a reply from someone over there. I received the following ticket ID: 25544830

Best,

Kenneth

KennethDK

Thank you so much for your assistance. I hope they will come back to me asap.

Jay

Thanks for the ticket ID, I've gone ahead and prioritized that request to expedite matters on your behalf.

In the meantime, if there's anything else we can assist with, feel free to reply back here!

KennethDK

Thank you so much Jay, I really appreciate your help!