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How can I cancel and get a refund?

Please help! I was charged just shy of $200 on a DropBox acct that I did not know was there. Please help me cancel and get the refund

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Sam DBX

Hi everyone,

Here is some key info on cancelling accounts and refunds:

If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum.

Go to https://www.dropbox.com/support/billing-issues to start the process.

Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues.

To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again.

Apple/Direct Debit

If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here.

If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.

If you did not create a Dropbox subscription and/or do not recognize the charge:

Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

You can also use our Look up tool to check a credit or debit card purchase

Contact support if you don’t have an account and/or would like to report an unauthorised transaction.

Notes on refunds:

If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
Refunds are often not offered for Dropbox subscriptions and team member licences.
You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish.

Hope this helps!

Sam

All comments

TokWae

Submit a Help Request

Couldn‘t find an answer in the help center or community? Tell us what problems or questions you have with your Dropbox Account.

I want to look up information related to:

Is this regarding a cancellation or refund request?

Payment Details

Cardholder Name

First 6 digits of card

Last 4 digits of card

Billing postal code

Date of charge

Amount charged

Transaction Id (Optional)

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Other details

I want to stop Dropbox services.

Paid users can expect a response within 24 to 48 hours.

Nancy

Hey @TokWae!

Since you’re unable to submit a request via our support page, do you mind if we open a ticket for you instead, so that we can check this internally?

TokWae

Sure. The most important thing is that I need my money. Nowadays money is not easy to come by.

Thanks so much.

TokWae

Yes please. I just need my money. Thanks.

Nancy

Thanks for confirming, @TokWae.

I’ve just logged a ticket for you. Please reply back to me, when you have some free time, and we’ll take it from there.

Nicole choi

I want to get a refund ! And how can I do ?

Mark

How did you pay? If it was via an App Store you need to cancel at least 48 hours before. You also need to speak to them about refunds.

https://help.dropbox.com/plans/refund

Paraplanner22

I had an issue about a subscription upgrade about 7 months ago and thought it had been revused to basic. But of course it had not been and now it has been renewed, which I did not want. Apparently if I downgrade to basic I loose the ability to seek a refund (although I would be surprised if they issued a refund) has anyone had the same issue and how was it resolved. Apparently my issue has been escalated although I have not heard anything from dropbox - no surprise there!

Walter

Hi there @Paraplanner22, sorry to hear about this.

Since you've already reached out to our Support team, can you please let me know your ticket ID in order to look it up in our system?

Thanks so much!

Paraplanner22

Hi ticket ID

https://www.dropbox.com/support/ticket/20364482
Thank you

Walter

Thanks for that @Paraplanner22

I was able to locate your ticket in our system and passed your comments on to the expert who's handling your case.

They should be getting back to you soon, but please let me know if you have anything else to add or ask about in the meantime.

Maireebenson

How do I cancel a subscription and get a refund? I subscribed for the free trial on 12/02/2022 and was going to cancel it before 01/02/2023, but I was charged for it today. I am trying to reach customer care, but they only work Monday to Friday. Plus, my bank says it is up to the merchant to cancel the transaction.

Mark

You need to contact Support as nobody else can help. Also note that refunds are only given where legally required: https://help.dropbox.com/plans/refund

MM46

Somehow my trial has continued to a business plan and now i am being billed monthly for a year, i understand i didn't cancel the trial, how can i stop continued billing for the whole year? I cancelled my subscription but i assume it will continue to bill me monthly? I only started the free trial November and had my first charge in December 2022 that when i realized what was going on.

Thank you

Walter

Hey @MM46, sorry to hear you're having issues with this.

Can you please clarify if you had initiated the trial for your subscription through our website or if it was through the app store on a mobile device?

Also, when you say a business plan, can you let us know which one exactly or clarify what's shown in your plan tab?

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

MM46

Thanks for getting back to me so soon, I’m not 100% sure if I initiated the plan on my mobile but suspect it was on my pc. The plan I was trialling was the Professional plan. I cancelled it when I realised but it seems I will be charged for the year anyway.
Thanks again

MM46

I accidentally hit a button that said I accepted the answer but please don’t close my query. Thanks

Walter

I see, thanks for clarifying that for me @MM46

Would it be OK if I reached out via email to have a further look internally?

Let me know and I'll use the email address that's associated with your profile here, on our Community.

PS: I've un-accepted the solution for you, no worries.

MM46

Yes email ok for contact

J Moynahan

I cancelled my free trial on Nov 1…… have emails confirming! I was just charged AGAIN!!! I need a phone number to talk to someone at Dropbox!! I need refunds!!! And to remove me!!!!

Figment

I canceled my free trial the day it was billed apparently by live chat. Received no confirmation of such. I have been Charged $119 on my credit card. The App Store does not show that I have a subscription to Dropbox. How do I get my money back? I have spend two hours trying to send and email, but the submit button will not submit after all information has been filled out. So very frustrated.

Megan

Hi @J Moynahan, sorry to hear about that, let's see how we can help!

Have you tried contacting our Support team, about this? If so, feel free to send me your ticket number reference, in order to locate it in our system.

Keep me posted!

Hannah

Hey @Figment, thanks for posting to our Community.

Did you create the trial using our website directly, or through the app on your phone (which would make your payment come through iTunes/Google Play)?

Thanks in advance!

MM46

Hi Walter,

Will you be getting back to me re subscription/cancellation?

Thanks

Walter

Sure thing @MM46

I just sent you an email, so please have a look at your inbox and we'll take it from there.

warren green

trying to get a refund and filled in Mastercard numbers and amount to refund and wont submit

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help please as we need the $306.90 refund to buy food

Jay

Hi @Warren green, thanks for bringing this to our attention.

Have you already tried getting in contact with the support team?

You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.

Keep me updated with any progress.

warren green

Hi Jay

Thank you for your reply, I tried several times to 'submit a request' however it wouldn't allow me to. It wouldn't accept the transaction ID on the bank statement among other things. Fortunately, after reading your message I gave it another go and was successful sending the request through.

Appreciate your help.

Warren

Jay

Glad to have helped out. Do you have the ticket ID from the automated email reply in order to locate it on our system?

warren green

No I don't, is there some way I can find that?