Dropbox has taken money from my credit card account without authorisation, how do I get it back?
@Rum-SMK wrote: How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
You can use the credit card charge lookup tool to identify the account you're being charged for. Once you've identified the account, you can sign into it if you have access to the email address associated with the account. Reset the password if necessary. A refund likely won't be possible, but you should be able to cancel the subscription. If you can't access the account, contact Support to cancel any future charges.
@kllebeau wrote: I have an unauthorized charge on my debit card.
I have an unauthorized charge on my debit card.
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.
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.
Hey there @Badgerman - sorry to hear that.
Can you please provide some additional information about what happened? Is it possible that your credit card was somehow compromised? Have you contacted your bank about this?
If you'd like to see the email of the account that the charge relates to, you can use our self-serve lookup tool: https://www.dropbox.com/payments/find_receipt
Should you need further assistance though, do let me know and I'll reach out to the email address you use for your forum's profile so we can have a further look into this with all of my tools available.
In any case, please keep me posted!
I never used dropbox, and never subscribe anything from dropbox. But there are two unauthorized charges from dropbox on my credit card. One from last week, one from this week, with $19.99 each. What happened? I have closed my credit card account and opened up a new one, but the trasactions of those two charges got carried over.
Sorry to hear that @savan33, may I reach out to the email address associated with your Community's profile here so we can have a further look into this with all of my tools available?
In the meantime, have you been able to identify the email addresses that are associated with those charges by using our self served look-up tool?
Thanks for your response. Yes you can reach me out to my email address. I just used your self served look-up tool and found the two charges are from two different accounts which I never knew. Please send message to my email address, I'll give you the information I found.
Thank you!
Thanks for the swift response @savan33; I just reached out via email to have a further look into this.
Take a look at your inbox (ticket with ID:9013524 ) and we'll take it from there.
Cheers!
Hi,
I have been charged for a subscription fee back on 29th march 2018. £720 fee for 5 business accounts, i dont even have a business? Ihave absolutly know i idea how this has happened? Unless my account was hacked?! I only caught on to this this charge when i saw a massive Paypal bill for the £720 come through on my bank statement this year!
I havent even used Dropbox and the inactively can be seen! How can i get my money back for the payment in 2018? Its Daylight robbery.
Thanks in advance
James
[personal information removed for security purposes]
Hey there James, sorry to hear about this.
I see that you're in direct communication with a colleague of mine so I'd suggest that you referred to your existing ticket as this is the best way to handle account specific inquiries like this one. I passed your comments there too so we can have all the relevant information under one place.
If there's anything else I can assist with from my end, please let me know here and I'll be happy to follow up.
Sorry to hear that @Tequila_1934 - let's see what we can do about this.
At first, as you mentioned that you don't use Dropbox, have you reported this to your bank?
I'm only suggesting this as your credit card details might have been compromised and used to purchase a Dropbox subscription.
In any case, as mentioned, the best way to handle billing inquiries is through our official Support portal so feel free to log a ticket with our team though this page:
https://www.dropbox.com/support
Let me know if you have any questions in the meantime and welcome to our Community!
I also have an unauthorized charge on my account. My email is [personal information removed as per the Community's Guidelines]
Hi @lchandler89; thanks for joining our discussion here and sorry to hear about this.
In this case, you can use an incognito window -while NOT logged into any account- to contact our support team through the relevant form so we can assist further.
I hope this gets resolved for you soon!
I'm sorry to hear about the situation @Magnolia!
As we'd need to discuss some billing specific info with you, please submit a ticket with our Support team by filling in the relevant details under the "Submit a help request" here.
You can let me know the ticket number that you receive (eg. #1234567) so that I can pass along your comments from here too.
Let me know if you have any questions!
This is somewhat of a unique situation that our finance team is asking me to look into - I'm trying to track down a charge for $63CDN from Dropbox to find out who owns this account, and from there, make the determination as to whether we should cancel/close the Dropbox subscription. (a bit of history - this company and all it's related expenses, etc were acquired from a team that has since departed so we have no way of going back to ask the previous folks)
The only piece of information I have to go on is the charge, and what appears to be a bank transaction ID. There is no transaction ID from Dropbox, so I can't even look up the transaction on their transaction checker. All I have is the following line on a credit card statement:
JUN 03 DROPBOXINCCADCARDSPRO SAN FRANCISCOCA $63.00
Dropbox support bot and knowledge base isn't very helpful in edge cases such as this so I'm wondering if anyone has any suggestions on how I can reach the Billing team to sort this out?
I upgraded my personal dropbox to 3TB on April 21, 2021, and my business Dropbox shows up in my personal one. My personal Dropbox keeps telling me that it is not syncing and I'm out of storage space. I would like my personal Dropbox and my business Dropbox to be separate. On July 25, 2021, my business Dropbox just billed me $216 and I need to talk to someone who can help me to separate the two. It has been very difficult to follow Dropbox Help to find the "admin console". It is impossible to talk to someone in billing to get this straightened out. Please help me with my frustration and confusion.
I need to speak with someone about my account and charges.
Some one need contact me IMMEDIATELY....at [email removed as per Community Guidelines]
Because all of your phone numbers on web are not in service....
Thanks for posting to the Community today @shawn9!
No worries, I'd be happy to help you out with this.
Would you mind if I sent you an email, so we can have a closer look at this together?
Let me know!
Hi @lamontmonroe, I hope you're doing well! As a first step, I'd suggest you follow Walter's steps, in order to locate both charges. It's also important to note that if you have two charges, that would indicate two separate Dropbox accounts, under different emails. When you say you would want the two to be separate, could you let me know more?Thanks!
Hi @19811981 & @GTyler, I hope you're doing well! You should be able to see all of your account's support options here. You can also check out our self-serve lookup tool.If you have any questions, I'm here.
Hello,
I found a credit card charge on my Visa today, and I cannot find why I was charged. How can I find out?
Hi @lulumarie, I'd be happy to help!
As a first step, I'd use our self-serve look-up tool.
That should shine a light on the charge.
Can you give it a go, and let me know how it goes?
Hello, I am being billed for a dropbox subscription and I cannot tell where it is coming from. There is no record within dropbox that I have paid anything since this summer. I am still getting 21 dollars pulled out of my account monthly. The withdrawal says it's coming from dropbox, yet it does not provide an alphanumeric code that this website seems to intent on me producing. Who is scamming me here? Dropbox? My bank? Someone else?
Jennae
@bacchaegrl wrote: Hello, I am being billed for a dropbox subscription and I cannot tell where it is coming from.
Hello, I am being billed for a dropbox subscription and I cannot tell where it is coming from.
Greetings,
We are experiencing an issue.
An annual account was created by an employee 01/15/2020. That employee ended employment 06/30/2020. The renewal charge showed up on the credit card reconciliation for January 2021. We are fine with the initial charge back in 2020, but we would like a refund for the current charge (1/15/2021), and would like to have our card removed from the account. By the way, we do not have access to the original email address.
There was another charge this past January (1/19/2022) for $119.88. Again, we would like a refund and our card removed from your system. Thank you!
You need to contact support for assistance at www.dropbox.com/support - WHEN NOT LOGGED IN. You will then get an option to "get help with an account issue".
Note, however, that they charge is authorised - your employee legally agreed to reoccurring payments when setting up the account. You havent cancelled or stopped these.
I'm reaching out / logging in thru my personal Dropbox account.
There is a charge on our companies VISA for $1200 and I don't know what it's for??
I tried the "lookup" tool for credit card charges and it's not working... no one at my office knows if this in an older account that a prior employee set up before I started working here / we have no access to it, don't know what the e-mail address is, etc.. how can i SPEAK WITH A PERSON to rectify this?
This is SUPER annoying!!
