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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

zhaoruxia

I registered a Dropbox account, I received a deduction of 199 USD today but I did not order the 3TB package. This package is not applicable to me and Dropbox didn't show me it will deduct fees. I am very dissatisfied with that charge and now apply for a refund now.

Walter

Hi there @zhaoruxia, sorry to hear about this.

Have you by any chance reached out to our support team to ask for assistance on this?

If you did, please share your ticket ID with us here, so that we can look it up in our system.

Thanks!

isaac ashaolu

I cancelled my subscription through an agent and was down graded to basic plan. However I was charged for a professional plan and was asked to upgrade. I don't want to upgrade. I want a refund.

Mark

You'll need to contact support: www.dropbox.com/support and ask for assistance as its an account related query including sending them the chat logs/email ref. of the reps conversation 🙂

johnHouston

I made a request to Dropbox for a refund after I found they were charging an expired card for over three years (I do not use Dropbox and have used ~28mb of storage). They agreed the card should not have been charged and refunded the most recent year without issue, but said it was "Dropbox policy" they are unable to refund anything beyond a year. I didn't understand why the previous years were any different than the most recent, but was told by four different Dropbox agents their hands are tied and they pointed to this "Dropbox policy".

Fine, I read through all their policies and Terms of Service and wasn't able to locate this policy anywhere, so I asked. I was then told there isn't a policy and things are handled on a "case by case basis".

So now that there's no policy to point to... they've gone radio silent to every followup email. They are not able to provide any reason or "policy", which is starting to feel their official position is "too bad, you didn't catch us in time".

Be careful out there!

johnHouston

Why is my thread being moved and buried in someone else's unrelated post from almost 3 weeks ago?

MWIM1986

I canceled my plan, because I didn't need it anymore but still got charged. Is there a way that I could get a refund?

Megan

Hi @MWIM1986, I hope you're doing well!

Can I reach out to you, in order for us to have a closer look into this?

Keep me posted!

hockeygirl

Hi, I attempted to cancel my subscription, which I was able to do, but not until 2024. I would like to cancel and receive a refund. Hoping there is someone who can look into this for me. Thanks!

Hannah

Hey @hockeygirl, thanks for reaching out to the Dropbox Community.

Since you're on a paid plan, have you tried reaching out to our support team directly about your request?

Let me know if you have any issues with this.

mgeigerman

Charged and never signed up. $119+ Please advise how to remove. Thank you

Rich

@mgeigerman wrote:
Charged and never signed up. $119+ Please advise how to remove. Thank you

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.

https://www.dropbox.com/support/billing-issues

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.

mgeigerman

thank you for the instructions and the issue of who charged my credit card. Need to look deeper

deonnamonnahan

Hello,

Can someone from dropbox please contact me to help me downgrade my account to the free option and get a refund on the charge that was made 2 days ago?

Thank you,

Deonna

Megan

Hey there @deonnamonnahan, I hope you're doing well!

You can always check with our Team if a refund is possible, and also ask them to help you downgrade your account.

In order to contact our Support, you'd need to visit this page.

Keep me posted on the results!

chrishengbee

Hello,

I have started my trail of professonal two days ago but later I decided to cancel it because of some consideration. However, I am surprised to see a bill of 199 euros in my bank account. To my understanding, such a payment won't be made until the end of my trial, and in my case it certainly shouldn't be made anyway as I already canceled my trail.

Can I ask why this happened and kindly ask for the refund please?

Best regards,

Megan

Hi @chrishengbee, sorry to hear about this!

Have you tried to contact our Support team, in regards to this charge issue from your Professional trial?

You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this.

Let me know more!

chrishengbee

Hi,

Thanks for the quick reply.

I did try to connect to Support, but as I already canceled my Professional account. The Support page only offers me either chatting with bot or comming to the community. So honestly they were not very helpful.

Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.

Best regards

Megan

Hi @chrishengbee, I just sent you an email, in order for us to have a closer look into this.

I'll see you there, cheers!

chrishengbee

I had the same problem! What is the final solution?

chrishengbee

Got it and replied your email! Look forward to a solution soon. Bests

Tberntson

We needed storage for business files, and so I signed up for a business account with unlimited storage. Unfortunately, I was never able to figure out how to upload files to the cloud, so I cancelled our account. Since the time between our sign-up and cancel was less than an hour, and I was never able to derive any benefit from using Dropbox, I attempted to request a refund through the online email support form. Unfortunately, this doesn't work either. Despite trying to fill out and submit the form several times, the email is never sent. The form doesn't do anything.

After watching several videos about all the cool features on the new Dropbox, I was very excited to use it. Unfortunately, I just can't get anything to work, so I will just purchase more storage on Google One.

If anyone has any guidance on how I can contact Dropbox to request a refund, I would appreciate it.

Thanks.

Jay

Hi @Tberntson, thanks for bringing this to our attention.

As it sounds like you're the team admin on a Dropbox Business team, you should have access to email, chat and phone support, when logged into your account online.

Could you using chat or phone support instead in order to request a refund, if the email option isn't working?

Keep me updated with any progress!

Sarahmnt1

So I accidentally did the yearly suscription when applying for a free trial. I don’t even use Dropbox. Does anyone know how to get a refund??

Hannah

Hey @Sarahmnt1, sorry to hear about this!

Have you tried reaching out to our support team directly, since you're now on a paid subscription?

They should be able to assist you further, but if you have any issues, please let us know.

Sarahmnt1

Yes I did try that but it was no use cause I didn’t do it through apple

Sarahmnt1

Is there anyway to get a refund?

Sarahmnt1

Is there anyway to get a refund for an accidental suscription? I already tried support

Hannah

Thanks for your reply, Sarah, but since you already tried support, can you send me the ticket number for your communication, so I can look it up?

Alirvaz

Ok so i applied for the free 1 month trial, literally only used dropbox once because i didnt need it for anything else. Yesterday i got a billed almost 199 euros with absolutely no warning! I understand that i shouldve kept track of the cancellation dates but i was expecting at least an email saying it was expiring, i guess thats on me being naive but still... i cannot afford this type of spending at all right and would like to cancel my plan and get at a partial refund as fast as possible.