I have been getting charged for a dropbox subscription for an email that no longer exsists. How can I cancel this subscription?
@rsandison wrote:How hard is it to cancel a subscription & get a refund for a PayPal automatic payment. Drop box help screens & email support are a joke!
It's pretty simple to cancel a subscription, though typically there are no refunds. When you cancel an account, you're cancelling the automatic renewal that would occur at your next billing period. You'll retain your account benefits until then, at which point your account will be downgraded.
If you subscribed through an in-app purchase or within the Apple App or Google Play stores, you need to contact either Apple or Google.
How hard is it to cancel a subscription & get a refund for a PayPal automatic payment. Drop box help screens & email support are a joke!
Hello Dropbox Team.I canceled my strap on Dropbox.I didn't know that I would also need to cancel on Paypal.Then the subscription expired and I was charged automatically, on the 19th now.I immediately canceled it on Paypal but the charge seems to have already been made.I would like to get my payment back. Since I won't be using Dropbox anymore.I used it for many years but I had problems with losing files that were not possible to be recovered by the support team.I was very upset and that's why I stopped using your service.And now this problem... It's not been a good experience.Can you solve this problem for me?Thanks
Hi @Rodrigo Pereira, let's jump right into this!
Can I send you an email, in order for me to have a closer look into this?
Thanks a bunch!
Hi Megan.
[email removed as per Community Guidelines]
Thanks.
Hi @Rodrigo Pereira, I just sent you an email, I'll see you there!
I am trying to remove billing for a Dropbox account that I have lost access to both the account and the email address it is linked to. I am currently paying for a premium product that I no longer have access to and cannot contact Dropbox support for help.
Their 'chatbot' is one of the most useless I've encountered, they have a billing contact form - when you press submit it simply says 'There has been an error', and a phone system that just tells you to use the support screen in your account and immediately ends the call. These options simply DO NOT work for all scenarios, Dropbox!
I can't believe how poorly a company the size of Dropbox can manage customer support. Has anyone any experience of dealing with them? can you offer any advice so I might actually speak with someone, either through phone or email?! I'm at my witts end. I just want to remove billing details from the account.
@Ben46 and @Rheaa, can you please clarify how your Dropbox accounts got upgraded? Was it via www.dropbox.com or iTunes/Google Play?
@Ben46, when saying you want to remove your billing details from Dropbox, you mean you wish to totally cancel the subscription, right?
@Rheaa, have you also lost access both to the Dropbox account in question and the email address linked to it?
Let me know and we’ll take it from there.
Yes, that's right - I would like to cancel the service. I upgraded the account through dropbox.com originally.
Thanks for confirming, @Ben46. In this case, please follow these exact steps to log a ticket with our support team.
When doing so, make sure you’re NOT logged in to ANY Dropbox account, so that your ticket ends up in the correct queue and our support team picks it up. You can send me your ticket number here afterwards.
Let me know if you face any trouble though.
That form previously responded with an error. I have submitted it again and it says it has now submitted, but because it only accepts the Dropbox account email, not a contact email, I will not receive any updates. Do I just assume action has been taken? Because as above, I have lost access to the email account.
Hi @Ben46, it sounds like you signed into your Dropbox account, if you weren't given an option to enter your email.
Please could you try again and make sure you're not signed in when submitting your query, and to be safe, enter your contact email in both fields, and then mention your inaccessible email in the 'Description' field later.
No, that's not what I said. I said I no longer have access to the email account that is associated to the Dropbox account, so I won't/haven't received the ticket reference, or any subsequent emails.
You don't need to put the affected email address in the form @Ben46 - just one that you can access so that you can receive our emails.
Could you give it a go and let us know how it goes?
The form specifically says 'Email address associated with the account' - I'm not sure how else you'd find the account? But there is no other space to input a contact email address. Hopefully you can advise?
Would you mind if I sent you an email to the email address that's associated with your profile here, on our Community, so that we can investigate further, Ben?
Please do, that would be great. Thanks Walter.
Thanks for the cooperation, Ben. You've got
Hi @Teressa, thanks for messaging the Community!
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.
From there you should be able to contact support. Make sure to enter an email to which you can receive and send emails from.
Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.
