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.
@sammyjoms wrote: There is a charge on our companies VISA for $1200 and I don't know what it's for?? ... how can i SPEAK WITH A PERSON to rectify this?
There is a charge on our companies VISA for $1200 and I don't know what it's for?? ... how can i SPEAK WITH A PERSON to rectify this?
With that amount it's likely for a Business account which would allow you to access phone support, but phone support is initiated via a callback through the admin console of the account, and only the team admin would have access. There's no phone number that you can call. If you can't sign in to the account to access the admin console, you'll need to open a ticket.
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.
Hi all,
I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.
We think it might be an ex staff member who paid for the account and didn't cancel their subscription before leaving.
Thank you.
Hi
Please can someone clarify something for me? I have a free dropbox account but have been sent emails about new charges coming up for various accounts. Can I simply retain by OLD FREE account without signing up for any of the new accounts available?
Many thanks,
Janz
Hi @kaFxo3-zigkad-nerxyb, welcome to our Community!
You surely can!
Do you have access to the Dropbox accounts related to these charges? If so, have you cancelled their renewal?
Let me know!
Hello
This message is for Megan and others who have replied to my previous question re the above. I was not able to reply on the thread because the blue box was kind of "grayed out".
Thank you for your replies. Does this mean that I can leave things as they are and not pay charges? I only have a free account with minuscule storage.
Thanks,
Hey @kaFxo3-zigkad-nerxyb, you mentioned you have been receiving emails about upcoming charges.
Could you let me know more about these emails, or send me a screenshot (without any personal info shown there)? Are they related to your Dropbox account?
Thanks for your reply. Here is what I have:
If I don't do anything, will I continue to keep my current free account?
Thanks for reading,
Hi @kaFxo3-zigkad-nerxyb, you can keep your Basic account running, however, bear in mind that while it's overquota, files will no longer sync any edits, and new files can't be created.
Only file deletions would be detected by the app in order to free up your existing quota.
Thank you, Jay. Your reply was really helpful. So now I needn't worry about Dropbox unless I want to write more.
Sorry, Jay. I forgot to ask whether I would need to do anything else? I had been under the impression that Dropbox was removing the free accounts. Do I need to pay for the account?
Thanks, Janz
Hey Janz! I hope you’re doing well.
As long as you log in to your Dropbox account, and it doesn’t remain inactive for more than 12 months, you should be good and you don’t need to upgrade it.
However, I can see in your first post that you mention something about receiving emails for new charges coming up for various accounts. If you haven’t uploaded a screenshot of these emails, can you please send me one to make sure you’re not being billed for another plan?
I have a charge on my credit card for the sum of €119.88 for an account I'm not aware of. There is no ID-number for this transaction, only referring to DB.TT/CCHELP. I saw a previous similar question about the same amount which was marked Solved so maybe there is a valid explanation?
@Erication wrote: I have a charge on my credit card for the sum of €119.88 for an account I'm not aware of.
I have a charge on my credit card for the sum of €119.88 for an account I'm not aware of.
Hey @Erication, if you're having any trouble reaching out to our Support team, let me know, so I can reach out to you.
This just happened to me too. I was just charged for 3 licenses. I don't even use this
@wildone1 wrote: This just happened to me too. I was just charged for 3 licenses. I don't even use this
Hello, I rcvd a large charge from dropbox but my dropbox account is the free version. I have spent over 30 minutes trying to figure this out and am very frustrated with the inability to access a customer support rep to help me figure this out.
@desireebyrd wrote: I rcvd a large charge from dropbox but my dropbox account is the free version.
I rcvd a large charge from dropbox but my dropbox account is the free version.
Hello Nancy
Thanks for your reply. Here is the screenshot asking me to upgrade.
Look forward to hearing from you,
Hey @kaFxo3-zigkad-nerxyb, just went over your case here and wanted to confirm that there's nothing to worry about.
As long as you frequently access your account, even if it's full, your files are safe, you just won't be able to add any more to it.
And of course, you don't have to upgrade it, if you don't want to.
Hello Hannah
Thank you for your reply. I deleted a whole lot of photos from when it was still live, but even after deleting all those photos, I still cannot access it. I have no idea why. Can you suggest how I cannot in? It's no point my going into Dropbox if I cannot use it presently.
Hey Janz!
Do you mean that you cannot access your Dropbox account?
Can you click on this link, and let me know if you can access your files from there?
Hi Hannah,
When I clicked the link you sent me, it takes me to a page that says I'm out of space and gives me options for buying space.
Regards
Hi again Hannah
I went back to Dropbox again and was able to get here: https://www.dropbox.com/h?role=personal. I had deleted some folders already before reaching out to people in this forum but I still can not do anymore.
Regards,
Hi Hannah
Thank you! Yes, I could access the files. I deleted a few files now.
I am having the same problem. I have never paid for a plan nor do I ever plan on it but I just got charged 12 dollars and want to make sure someone hasnt used my pay pal to pay for their dropbox. Get back to me when you find out if there are any accounts being paid for by an [email removed as per Community Guidelines]
Hi @Tastoke2, how are you today?
Have you used our self-serve look-up tool, in order to locate where the charge might be coming from?
Looking forward to hearing back from you.
I have a fraudulent charge that showed up on my bank account as dropbox [...] for $11.99. I used the tool to look it up.., the account email is [email removed as per Community Guidelines] for dropbox plus. This is a completely fraudulent charge and my bank has asked me to reach out to your support to reconcile this before they take action. Can someone please contact me at my account email to address this?
@cwsteini if that email is NOT you then the bank MUST help. After all somebody has your bank details and your card is compromised. What else are they going to buy with it!?
