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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

PollyD

I had to sign up to Dropbox for work. I no longer use the account.

Today I was billed for over $300 for a Basic Dropbox membership

There is no record of this in my Billings page on my account but I can see the Paypal transaction and it has been debited from my account

I want to be able to cancel for the year ahead and have a refund on this amount

I just wish I could speak to someone

Could anyone help me?

Megan

Hi there, @PollyD, how are you today?

Keep in mind, that you might have two separate Dropbox accounts. A Basic account, is our free one, therefore the charge must be coming from a different account.

Have you tried using our self-serve, look-up tool, in order to locate where the charge came from? Once you do that, you can sign into the account, and directly contact Support from there.

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

Islandgirl005

Upon checking my bank account I found two charges from Dropbox on December 20, 2021 and Dec 20, 2022 in the amount of $119.88 each. yet, when I go to dropbox.com to investigate these unauthorized charges (since I rarely use dropbox) I find that, officially on the website, I am listed as a free, basic subscription, so I’m wondering what the heck is going on!?! I need an immediate refund of both charges, since they are completely unauthorized, yet after hours of fruitlessly trying, I can’t contact anyone!

Walter

Hey @Islandgirl005 , sorry to hear about this.

Can you please try the self served look up tool to identify the email address that's associated with the charges and let us know if it helps?

Otherwise, you can use this form to contact our support team for further assistance on billing issues. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

Once you get a ticket ID from our system, you can share it with us here so that we can look it up too.

Keep us posted anyhow!

Rebeca es

I have purchased by mistake, how do I cancel and request a refund?

Mark

@Rebeca es wrote:
I have purchased by mistake, how do I cancel and request a refund?

Refunds are only issues where legally required.

To see if one is possible you need to speak to Dropbox support direct: www.dropbox.com/support

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

cher0228

My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.

Megan

Hey @cher0228, thanks for posting here today!

Have you by any chance tried to contact our Support team about this? If so, feel free to share your ticket number reference with me, in order to locate it on our system.

Thanks a bunch!

Mark

@cher0228 wrote:
My bank account shows that the charge for Dropbox was charged by Dropbox. It is more than I expected and want to cancel and receive a refund.

Dropbox shows all prices when upgrading so you know what to expect.

However, as this is an account issue you need to contact support for help. Note that refunds are only given when legally required to do so: https://help.dropbox.com/plans/refund

nicholsonannaliberty

Hi there. I started a free trial and realized this was not something I needed. I was just charged $119. I’m a college student and this is a lot of money for me. My bank will not help me with the refund which is what Dropbox has suggested I need to do. Is there any hope of me getting a refund, speaking to anyone that can help and downgrading my subscription?

Hannah

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

You mentioned that Dropbox suggested you reach out to your bank; did you already contact our support team about this?

If so, can you please send us the ticket number for your communication?

office dyjore

Hello,

We canceled our plan with you nearly a year ago, however we recived a charge last month on our credit card. the chage was dated April 19 for $127.79, I am requesting a refund for that charge and also please verify our account is no longer active. Thank you!

Megan

Hi there, @office dyjore, how are you today?

Is it possible that the charge is coming from a different account?

Have you tried using our self-serve, look-up tool, in order to locate where the charge came from? Once you do that, you can sign into the account, and directly contact Support from there.

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

office dyjore

We no longer have an account with you, so where would I access that?

Megan

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

office dyjore

Yes please [email removed as per Community Guidelines]

Megan

Hey @RexVex, I just sent you an email, I'll see you there!

Christopher Pulman

Hi,

I recently discovered that I am being billed and annual subscription from Dropbox. Having investigated, this has been happening for years and I somehow missed the money going out (each May). The only dealings I have ever had with Dropbox were back in 2015/16 (not sure of the exact date but it must be before May 2016 and after June 2015), when I needed to access some solicitors files from their Dropbox. I certainly never wanted a Dropbox subscription, and I think you must have transferred me to a paid subscription automatically at some point without informing me.

In any case, the first issue is that I want to cancel my subscription. But I no longer have access to the email address used to sign up. (I know the address and password but can’t get past the two-factor authentication.) I can give quite a lot of the payment details from the subscription as well, although it seems to be using a debit card that hasn’t existed for several years.

Secondly, I certainly want this year’s payment refunded. The money went out of my account the other week. I would also like to be able to speak to someone about what you will do about previous years payments, because I am not happy about being transferred onto an annual paid subscription without my knowledge, and I am very doubtful that it was lawful (no

Walter

Hey @Christopher Pulman, sorry to hear about this.

In such cases, I'd recommend getting in touch with our support team directly for further assistance as they'd be better equipped to help with this.

To do this, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.

Once you do this and get a ticket number from our system, you can us know your ticket ID here so that we can look it up as well.

I hope this helps!

Christopher Pulman

Thank you Walter, I filled in that form a couple of days ago, but haven’t heard back. I’ve filled it out again (as I’ve found some further details of my old payment card). It does not give me a ticket number, only a message saying “Thanks, we’ll be in touch. We’ll respond to your help request in 1-2 business days.” I dropped an email to support@dropbox.com, which gave me ticket 22219465, and sent a chaser which generated ticket 22230497 . I’ll see what response appears

Cheers,

Chris Pulman

Megan

Hey @Christopher Pulman, I just located your ticket, and responded back to you.

I'll see you there!

Meanocto

Help!
I haven’t use my acount over a year and thought i had cancel my subscription
And without warning, i got charged 300CAD
for the year…
Can someone please help?

Nancy

Thanks for your post, @Meanocto!

Can you let me know if the charges you’ve received are coming directly from Dropbox or the App Store/Play Store?

I’ll be able to guide you further, this way.

Joleenj

Hello! I have tried repeatedly to cancel and ask for a refund, and Dropbox is double charging me, monthly, and annually. And I'm unemployed and I need my refund and I need to talk to a human being, but I can't even get the chat box to work. I cannot get any response from Dropbox and I'm feeling fairly desperate. I would be so grateful for anyone who could guide me to a way to get a real life human to help me with my issue.

Rich

@Joleenj wrote:
... I need to talk to a human being ...

Phone support is only available for Business accounts, and its accessible via a callback initiated though the account's admin console. All others can find the support options available to them on the Support page.

@Joleenj wrote:
I have tried repeatedly to cancel and ask for a refund ...

Do you have a ticket number? If not, you 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

claire000000

I have been trying desperately to contact you. I was wrongfully charged nearly $200. I want a refund and a cancellation.

Hannah

Hey @claire000000, sorry to hear about this.

Do you have login access to the account that was charged? If so, you can reach out to our support team directly through this page.

If you don't have access to the account, or don't know which account you got charged for, let me know, so I can send you an email on my end.

claire000000

I cannot access my account

Please email me at [removed per the Dropbox Community Guidelines] so we can fix this ASAP

Thanks

Hannah

I understand, Claire, not to worry, I just sent you an email, so we'll continue investigating there.

gaven1

I started a trial so I could move large amounts of photos. Yes I gave my card details and signed up, however I received 2 emails saying that payments were declined and thought nothing of it since I did not plan to use dropbox anytime soon. However earlier today I was given an email saying that a payment successfully went through. However I am still on the "Basic" plan even though I was charged. Not sure what to do.