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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

jenmacquarie2022

About a month ago, my colleague registered me for a free trial just to access some files from the school where I am teaching. I have no intention of subscribing since I do not have the need to use this. However today, I was charged for 1 year subscription which I have no idea that my Paypal was linked as a payment method. I want to request for refund/cancellation on this automatic payment from my Paypal as I have not been actively using this Dropbox account. Also, my family is in financial distress at the moment due to the medical bills of my mother who got sick recently. We are in dire need of funds to support her medical expenses along with my own family's expenses. We do not need the service of dropbox at the moment. We hope you can refund my money.

Mark

Refunds need to go direct to support and are only done where legally required I'm afraid (this is why you should never give details to others to set accounts up on your behalf - its very, very clear on the signup of a trial that this happens).

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

Mark

You need to contact support and ask for assistance, not that (as per all of the signup screens and terms when joining) refunds are only given where they legally are required: https://help.dropbox.com/plans/refund

OMARsalama

I just got a bill for $132 renewal. I received no notification that it was about to renew. I need to obtain a refund for this and cancel or "downgrade" to free account. Can someone help me on how to pursue this. Unfortunately - it is not clear on the website how this can be done. HELP!

Hannah

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

You should be able to directly contact our support team about your request, through this page.

sesky

Hi - I have just had an annual renewal amount taken out of my bank today even though I haven't used drop box in a long time and actually thought I had cancelled. In any event I received no notice of the renewal taking place. I would like that annual amount refunded and my account to be cancelled as I genuinely do not use it.

Megan

Hi @sesky, I'd be happy to look into this for you!

Can I send you an email, in order for us to have a closer look into this?

Let me know!

sesky

Yes please Megan. I would welcome that.

Walter

Hey @sesky, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

JonathanWick

Is anyone else having the most impossible time trying to contact anyone at dropbox? There are all these tabs that claim all this help is available but every single tab that allegedly allows me to speak with someone concerning a refund just happen not to work. I filled in all the required fields and hit submit but the button seems to not be linked to anything. Am I the only one experiencing this or is this Dropbox's way of robbing it's users of their money?

Megan

Hi @JonathanWick, welcome to our Community!

Does this behavior regarding our Support access, happen on a specific browser, or all of them? Feel free to also try an incognito tab on your current browser, and let me know.

If you're still facing issues with that, let me know and I'll open a ticket on my end for you!

Keep me posted, and we'll take it from there!

JonathanWick

I have tried multiple browsers and still am unable to get any of the submit or chat buttons to work.

Megan

Hi @JonathanWick, I just sent you an email, and I'll be happy to see you there!

KarenY

Oh My! I am getting nowhere in the process of trying to cancel my subscription purchased just 5 days ago on March 25, 2023. Have looked through your sight for an hour.

I wish to cancel and receive a pro-rated refund as I paid $119 for the year. Please contact me direction with clear instructions on how I can cancel and request a refund. Thank you.

Jay

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

Since it sounds like you're on a paid plan, you should be able to contact the support team directly via this page, while logged into your account.

The support team will be able to assist you from there on.

Rval

I no longer have permission to access an account, and have erroneously been charged for a one year subscription almost a year later. Please help.

Rval

Help deleting an account I no longer have access to since email address doesn’t exist anymore. Please, can a human email me.

Rval

Hello,

I no longer have access to a professional account as I no longer work for that employer and the email associated with an account doesn’t exist. Please help me get a refund for a subscription renewal pertaining to that account.

Megan

Hi @Rval, happy Friday!

Can I reach out to you via email, since we're going to need some account-specific info in order to look into this for you?

Keep me posted!

Rval

Yes, please contact me [email removed as per Community Guidelines]

Rval

I’ll also need your help to permanently delete the account associated with the nonexistent email account. Looking forward to your email.

Megan

Hi @Rval, I just sent you an email, I'll see you there!

clairethayers

i have just had nearly £200 taken via paypal for something i have NEVER requested - HELP why have they done this!!!!!! So cross...

Mark

@clairethayers wrote:
i have just had nearly £200 taken via paypal for something i have NEVER requested - HELP why have they done this!!!!!! So cross...

Did you give Dropbox your PayPal details? If so then they have got permission to do it - you gave them it. If they didnt then your PayPal account has been compromised and you need to speak to PayPal for support.

PARK79

I was horrified when I saw a charge for $312.48 on my credit card statement this month in March. Has this ever happened to anyone before. I want to request a refund but I don’t see any phone number or any way to do that. Could somebody help me with advice on how to reverse this charge? I already have a free account, so I’m not sure how this happened.

Rich

@PARK79 wrote:
I was horrified when I saw a charge for $312.48 on my credit card statement this month in March. ... I already have a free account, so I’m not sure how this happened.

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.

a2riles

My mother is 84 years old and I found an annual charge for Dropbox on her credit card account. She does not even know what Dropbox is. I cancelled the subscription online but would like a refund of the annual subscription amount. There is no phone number to call for customer support. I can chat during your chat function hours of M-F. I tried to email customer support but nothing happens when I submit my email request. It doesn't go through. Help! How can we speak with someone!

Mark

You need to contact Dropbox support and ask for a refund. You can get the info via https://help.dropbox.com/plans/refund

Note that they may not do a refund as the terms do state its only where legally obligated to, but, they'll be best placed to discuss it.

Jay Nazar

I have absolutely no memory of starting a Drop Box subscription. Specially given that I would notice paying $119 for something I never use. I’m super frustrated with being charged yesterday with no warning for an account I never use and didn’t even remember opening (at least not a paid account). Not only that but it seems a lot of people have the same issue here and it’s super hard to get any kind of help. Please someone reach out to me ASAP. The money in my account was for my rent and now my rent going to be late.

clairethayers

I was shocked to see that £199 was taken from my account on the 1st of April with NO WARNING, noone even asked... and i have no budgeted for this and with money as tight as it is i need that back soonest.

I am a sole trader, working two days a week as semi retired and this is a LOT of money!!!