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.
Hi Megan,
I have responded to your email.
Thanks again
I have a recent charge on my credit card for $119.88. My account indicates I have a basic/free plan. I do not recall signing up for a Drop Box Plus plan that would result in a charge. I've tried looking up the transaction using the look up tool with the transaction number but that doesn't work. Is there someone I can speak to in order to figure out what's going on and get a refund?
@toddj37 wrote: I have a recent charge on my credit card for $119.88. My account indicates I have a basic/free plan. I do not recall signing up for a Drop Box Plus plan that would result in a charge.
I have a recent charge on my credit card for $119.88. My account indicates I have a basic/free plan. I do not recall signing up for a Drop Box Plus plan that would result in a charge.
My card has been charged for many months and I am on the free basic plan. There is no where on this site where I can contact any human being. That is ridiculous for a company of your size. I expect my money refunded immediately!
Hi @Kirsteng, let's jump right into this!
Is it possible that you have another account, and the charge is related to that? Have you tried our self-serve look-up tool, in order to locate where the charge is coming from?
If I were you, I'd give it a go.
Let me know more of any updates!
Hi @Barettaski, I hope you're doing well!
In regards to your charge, can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?
Let me know what you find and we'll take it from there.
Not a problem, @Barettaski, can we send you an email, so we can investigate this internally?
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. I checked my account and it says that I am signed up for Basic Free plan - I cancelled this since I am being charged money without permission. There is no one in my family who has a Drop box account. This appears to be a fraudulent charge. I have tried the lookup tool but do not have a 12-digit alphanumeric code located on the Dropbox line item on bank statement. I only have a 10-digit alphanumeric code and when I enter that in it says that I need a 12 digit code? We have disputed it with our bank but there is no number or email to reach out to Drop box. When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
@tscheulov wrote: I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. ... When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. ... When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
Hi @Barettaski, I can see that you've recently submitted a ticket of your own. I've added your comments to it in order to prioritize and expedite matters on your behalf.
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.
Hi @Ulrike Steven, I hope you're doing well!
I just sent you an email, in order for us to have a closer look into this. I'll see you there.
Cheers!
Hello, I am the company accountant - we are being billed £16.99 each month from Dropbox - but no one in the company knows who this is for. I can give all the credit card details and the dates of the past few monthly charges.
I can't log in to the account - because I don't have the email address of the person who set the account up - we don't know who it is.
How do I find out who this account is for, how do I get invoices for payments that have been taken, and if necessary - how do I close the account?
Hey @Christine Campbell, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
i never signed up for this!! how did they get my payment info?? why cant i get a phone number to call?? this is the 2nd month in a row that I've had to start a resolution on PP because this company fraudently is charging me!! I dont have an account, I cant sign in!! What deception!! Anybody else have this issue?? who the heck runs this company??? I'm infuriated!!
So who gave Dropbox your card / PayPal or App Store details? If it wasnt you the issue isnt with Dropbox its your card company - somebody has cloned it.
You need to be contacting them not Dropbox.
https://help.dropbox.com/plans/refund
Nope, its not a cloning. This is the only issue I'm having with my card. Last month and now exactly one month later. My BIGGEST issue is I CANNOT contact this company!! Why is that so hard? No email replies, no phone number to call. It shouldnt be this hard!
@vanessafoster wrote: My BIGGEST issue is I CANNOT contact this company!!
My BIGGEST issue is I CANNOT contact this company!!
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/PayPal.
This doesn’t work. I think Dropbox doesn’t care and makes it hard to find any info. Now way to contact them and work thru the issue. It’s obvious. I have a charge on my credit card. I cannot look up the charge on you tool because it’s a new credit card and followed from the previous card so it doesn’t work. Now what? I can get a new card but the charge will follow it. I cannot tell what Dropbox account the charge is for.
Test or tool is worthless if it’s from a previous card you don’t have or know the number and exp date
Hi @Rsg7777, are you able to contact the support team by opening an incognito/private browsing window, while not signed into your account, and accessing this link. Choose 'Other' and then put in an email address that you can access, followed by your billing info.
They should be able to assist from there on.
Hey @Iwantmymoney, let's jump right into this!
It'd be more than happy to reach out, and send you an email in order for us to have a closer look into this.
Would that be okay?
Let me know!
To whom it may concern,I have been getting ILLEGALLY billed by dropbox and you are not allowing me to login to cancel or stop the billing. I have sent a ticket and did not get a response. You are ILLEGALLY billing me for an account I do NOT use and I can NOT login to. This account is under an email that does NOT exist yet you keep ILLEGALLY billing me.
The email associated with this account is [removed]
You have been billing me every month and I demand a refund for this asap and I demand you stop FRAUDULENTLY and ILLEGALLY billing my credit card.
Can someone email or contact me at my main verified email which is [removed]? I can NOT login to the account that keeps getting billed (account under [removed])and I can NOT stop the billing. It has been going on for many many months and I can NOT login to it to STOP it and there is NO way for me to call you to cancel it.
Please use my main email [removed] because the email associated with the account ([removed]) you keep billing me is NOT a REAL email it was a mistake and now the account is locked because that email does NOT exist. If you look it was a mistake cause it says gmai.com instead of gmail.com. I demand you give me a full refund for all the months I have been illegally billed for a bad/fake account.
Also STOP BILLING me and CLOSE that account at once.
I have also sent tickets and emailed dropbox and still no response.
Sincerely
[personal information removed per the Community's Guidelines]
Hey @ceoworldmarketventures, sorry to see you're having this issue.
You mentioned that you sent an email to our team; do you perhaps have the ticket number of this communication?
