Dropbox has taken money from my credit card account without authorisation, how do I get it back?
@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.
Hi
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,
Janz
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?
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.
Thanks,
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!?
Hey Mark, yes of course I contacted my bank. My card was compromised and they closed the card and created a fraud report for the various transactions this being one. They have asked me to reach out to dropbox support and tell them this is fraud and ask them to take action to reconcile that transaction as a step prior to reversing the charge themselves. To dropbox support: I have filled out the appropriate contact us form and submitted that as well. Awaiting a reply or email from dropbox support..much appreciated.
Hi @cwsteini, sorry to hear about that!
You mentioned that you've reached out to our Support about this. Can you send me your ticket number, so I can locate it on our system too?
Keep me posted!
Hey Megan, so I don't have a case number. I opened a incognito window and sent the form from https://www.dropbox.com/support/billing-issues
I said"
"Other"
The fraudulent email
My payment details and the transaction details and an explanation with my email to respond to.. and submitted the form.
I am awaiting a reply email.
Hi @cwsteini, sorry to jump in too.
If you check the email address that you inserted when submitting the support request, do you see a ticket number perhaps? Please make sure to check your spam folder too, in case you haven’t done so already.
If you still can’t find it, let us know and we can try to open a support ticket for you instead.
Keep me updated!
@Megan
So I didn't ever receive an email or ticket number, but I see that dropbox has refunded the $11.99 on my bank statement. So this has been resolved. Thank you Megan and Dropbox for your support and for resolving this super quickly I really appreciate it.
I have been going through my bank statements for last year, and found a charge from DropBox for 119,88Euro. This account has no credit card and should not be linked to any of the DropBox e mails we use. How can we find the related email for this, so I can double check if this is fraud
Hey @enzo950sm, thanks for posting to our Community.
If you have an unknown charge in your bank statement, you can use our lookup tool, to locate the email address connected to the account in question.
Let me know how it goes or if you need anything else!
Hi Hannah - thanks for the suggestion - the charge is directly on my bank statement (and not from a credit or debit card). I tried to use one of the 12 digit alphanumeric references on the bank statement but this didnt work. I have all the information available from the bank statement, but just need to find someone that can connect this to an e mail address. any idea on who I can contact? Thanks!!!! E
Hey @enzo950sm, sorry to jump in here, but would it be OK if we reached out via email to have a further look internally?
Let us know and we'll use the email address that's linked to your profile here, on our Community.
For sure - please use an email and we can discuss further - that would be great!
E
No worries @enzo950sm - you've got
Did you or your husband give Dropbox your card details? If so you need to contact them and ask for support as the charge is genuine - i.e. you did it. Thankfully due to EU rules you get a 14 day cooling off period.
If, however, you DID NOT give it your card details you need to contact your bank as somebody has cloned the card.
I also have had unauthorised annual debit card payments to Dropbox but I'm not using a payed account. I don't know how to cancel the Dropbox account and would like a refund for the past years. Can you please help.
