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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

clairethayers

i didnt and i have contacted paypal

Hannah

Hey @clairethayers, and @Jay Nazar, can we send you an email, so we can look into this internally?

clairethayers

yes please - it was such a shock!!!! [removed per the Dropbox Community Guidelines]

Nancy

Hi @clairethayers!

I just logged a ticket for you. Please have a look, when possible, and reply back to me, so that we can check this together.

Thanks.

Rchgoals

Please help! I was under the impression my wife established a DropBox account for her business. For more than 1yr I have been charged $11.99 for an account we dont use. I found I established a trial period account and NEVER stopped it. I dont expect everything back but a refund gesture would be greatly appreciated. Any help is appreciated.

Mark

You need to contact support and ask for help I'm afraid: https://help.dropbox.com/plans/refund

Terideanne

Hello,

I have been trying to cancel this subscription for a couple weeks and I can't figure it out and I got charged $119.88 on April 1, 2023. Could someone please help me?

Mahammer29

It has now been over a year since. E I had paid to upgrade my Dropbox account and somehow it was paid from my second email and not the one the account is under. Dropbox has been proven that both accounts are mine. They failed to upgrade my account and ha e failed to refund my $119.99 they push the blame to Google pay and Google pay pushes the blame to Dropbox. I just want my money back since I have lost many pictures because they failed to upgrade or refund my account.

Mark

If you paid via GooglePay then Dropbox cannot, at all, refund you. You HAVE you get the refund via GooglePlay. My guess is that they are holding you to the T&C's around how long you have to claim a refund.

Mark

Refund requests need to be directed to Dropbox support at www.dropbox.com/support. For more info see https://help.dropbox.com/plans/refund and note that refunds are only given when legally required to do so.

Mahammer29

I have been trying since the day after. And I have talked to both Google pay and Dropbox they each say the other is responsible. I will try again

Henry Cheung

Hello, I am suffering from financial difficulities and cannot afford the fee of Dropbox. Despite the excellent service of dropbox, I decided to cancel my subscription for the Dropbox Plus this year. However, due to my mistake of remembering wrongly the deadline of subscription renewel (4/8/2023), I have paid for the subscription fee automatically via credit card. I understand this is my mistake, but US$119.88 would be a huge financial burden for me at the moment. So, I am writing to inquire for the possibility of cancel subscription and refund. Grateful if it could be done!

Cheung Hing Wing
Dropbox Email/contact email: [email removed as per Community Guidelines]

Mark

I'm afraid that this is a user supported forum. Nobody here can help. The only people who can are Dropbox support themselves: www.dropbox.com/support.

Megan

Hi @Mahammer29, can I send you an email, in order for us to have a closer look into this?

Mahammer29

Yes you can

Walter

Hey @Mahammer29, 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.

Thanks!

SahraTekin4

xxx

Mark

You need to contact support for assistance: www.dropbox.com/support. This is a public forum where account issues cannot be looked at.

Note, however, that refunds are only given if legally required: https://help.dropbox.com/plans/refund

mariomack_

I've been waiting on a refund since last year and I've yet to receive any kind of correspondence from dropbox regarding the mater. Customer Service is a JOKE.

Nancy

I’m sorry to hear about your experience, @mariomack_.

If you have the ticket number from your last attempt to contact our support team, can you send it to me so that I can check what happened?

gloriathom997

Hello,

I purchased my original Business Dropbox account directly from Dropbox and decided to downgrade. I was promised a refund by the agent I chatted with when I downgraded the account. It's weeks later and I still haven't received the refund. Since I am downgraded I can no longer chat to an agent - which is extremely frustrating.

The transaction ID for the original charge is [removed] and the original transaction date is Feb 16, 2023. I am really hoping a community moderator sees this and reaches out.

Gloria

Hannah

Hey @gloriathom997, sorry to see you're having trouble with this.

Can you please send me the ticket number from your communication with our support team, so I can look into this?

Thanks in advance!

gloriathom997

Yes, my ticket number is 22011623. Thank you.

Gloria

Megan

Hi @gloriathom997, it seems I wasn't able to locate it. Could you make sure this is the correct ticket number?

Also, have you checked in with your bank about this? If the agent processed the refund correctly, then you should be able to see it after approximately 3-7 days.

Arkadi

I did not know that this application was paid please return my money and if you want close my account, I do not have enough money to pay for the photo

Arkadi

I did not know that this application was paid please return my money and if you want close my account, I do not have enough money to pay for the photo

Mark

The application is only paid for if you give it your card. It is totally free before then.

See https://help.dropbox.com/plans/refund for refund info.

Mahammer29

I did reply to email and no response. Help would be greatly appreciated

Earnest dailey

You are the worst company to contact. I have been trying for a month and now I have been charged.

Hannah

Sorry to see you're having trouble cancelling your subscription, @Earnest dailey.

Have you tried reaching out to our support team directly about your issue?