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Cancel Subscription

Hi:

We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward.

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Accepted answers

Walter

Hi @Nicholas Contey, sorry to hear you're having issues with this.

Would it be OK if I reach out via the email address that's connected to your profile here, in our Community, in order to look further into this matter?

Thanks!

All comments

Walter

Nicholas Contey

yes, you can.

Walter

Perfect, thanks so much, Nicholas. You've got :envelope:

CelesteMejia

I'm also trying to cancel a dropbox charge that has been incurring on a credit card for sometime now. However, I'm not able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). I need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward.

Megan

Hi @CelesteMejia, welcome to our Community!

I'm here and ready to help!

Can I reach out to you via email, in order for us to look into this closely?

Looking forward to hearing back from you.

Greg4101

Why is it my apple store says subscription canceled, but the app wants to continue to charge me?

tmiller

I've spent 45 minutes this morning trying to figure out how to cancel my account. Can't find the cancel link on my laptop or either of my two phones. Complete waste of time.

Walter

Hi @tmiller, sorry to hear you're having issues with this.

Could you please clarify what your account's plan tab is showing at the moment?

This will help us assist further.

mark iturzaeta

I am having the same issue

I have exhausted all the avenues they have on Dropbox which aren't many.

Have you had any luck?

Hannah

Hey @mark iturzaeta, thanks for the nudge here and sorry to see you're having trouble.

Is it possible that you're logged in to a different (free) Dropbox account and not your paid one?

You can check that through the plan tab in your account settings here.

If that's the case, do you have access/can login to the paid account? If you do, you can follow the steps here, to cancel your subscription.

If however, you don't have access to the paid account, let me know and I can send you an email, so we can look into it together.

maybrit19

All I want is to cancel dropbox altogether, it's taking up space and I don't need it

Walter

Hey @maybrit19, could you clarify what exactly is troubling you so that we can assist further?

SarahW2

I need to cancel my subscription and there is a linked account that I can't access because it's from a job I no longer have (and is connected through that email address). This is THE most frustrating system and I have wasted a ton of time trying to figure it out. It would be REALLY NICE if you would just have a customer support phone number in the footer of your website like everyone else does. This is maddening.

Hannah

Sorry to see you're having trouble cancelling this subscription, @SarahW2.

But no worries, we can help you out here. Can I send you an email, so we can try this internally?

SarahW2

Yes, of course. Please use my gmail that is on file. Thank you!

Hannah

No worries, Sarah, I just sent you an email, so make sure to get back to me when you have a chance. 🙂

SarahW2

Yes, of course. Please use the gmail address you have on file.

Nancyp1

I have been charged for an annual subscription for the last three years although I have no record of authorising any such payments. Nor do I wish to subscribe to the service.
I have tried all avenues to have this cancelled and monies refunded to no avail. All correspondence has been ignored including contacting the CEO directly. I have had to resort to registering with the service against my better judgement to reach out to the community in case someone has any advice. In the meantime my bank has blocked any future requests for payment although I am still out of pocket for 3 years subscription. Thank you for any assistance you can provide.

Walter

Hey @Nancyp1, sorry to hear about this.

Can you please clarify some things for us, so that we can assist further?

1. Do you remember if you had upgraded that account through our website directly or if it was through the app store on a mobile device?

2. Have you tried our self-served look up tool to identify the email address that's associated with your charges?

Let us know what you find and we'll take it from there.

Nancyp1

I have no recollection of either subscribing to or using the service at any point over the last three years. The only correspondence I can find is a reminder that renewal was due and was sent to an email address I have not used for several years. I have been trying to respond to the request on a number of occasions but have been met with a blank wall no matter what method I used. As already mentioned I also tried to contact the CEO directly several times but no response has been forthcoming. I am still out of pocket by almost £300 for a service I do not wish to subscribe to. The renewal request was sent to my old address at [email removed as per Community Guidelines]

Megan

Hi @Nancyp1, would it be okay for me to send you an email, in order for us to have a closer look into this?

Nancyp1

Yes please. It would be helpful if you sent your email to me at my current address [email removed as per Community Guidelines] as I have already indicated I no longer use [email removed as per Community Guidelines]

Megan

Hey there, @Nancyp1!

I just sent you an email on your Community linked email address. Can you have a look, and respond to me there?

Thanks a bunch!

ahubbard

Hello, the person listed as our Admin is no longer with the company. A renewal charge recently came through that needs to be refunded and I need to delete the account/cancel the subscription.

Mark

You need to contact support for assistance via www.dropbox.com/support. Note that refunds are not usually issued unless there is a legal reason why they should be.

1234567b2

Please cancel this subscription and refund the $128.81 charged on my credit card on 10/31/2022, 83VL1SW73CX7

1234567b2

did you receive my request for account cancelation and refund on charges from 10/31/2022 on my credit card

83VL1SW73CX7

Walter

Hey @1234567b2, I'm afraid we can't take account actions like cancellations or refunds on our Community, but I'll be happy to help out with this.

If you don't mind, I can send you an email to the email address that's linked to your profile here, so that we can have a further look internally.

Let me know and we'll take it from there.

1234567b2

Yes send an email so we can get the subscription and refund taken care of.
83VL1SW73CX7 $128.81

Walter

Sure thing @1234567b2 - you've got :envelope:

At your convenience, please have a look at your inbox and we'll take it from there.