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.
I have a free tier account but was charged $120 by Dropbox mysteriously. Seems like I can't access meaningful customer support because I don't pay (which is probably a UDAP that the FTC would love to hear about, and probably a Reg E violation the CFPB would love to hear about...).
Any recommendations for how I can get in touch with someone and submit a dispute for that charge to Dropbox + ensure I'm not charged again? Generally have liked using the product, I just want to get the charge fixed.
Hey @Dmille, & @rcyoung3, let's jump right into this!
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
@Dmille wrote:I followed the directions and still ended up right where I started
You tried to identify the account you're being charged for by using the credit card charge lookup tool?
That's your first step. If you can identify the account and it uses an email you control, you should be able to sign in to the account. If you can't identify the account or it's not one of yours, you would need to 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.
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox. I do not get any sort of transaction id when I get charged so I have no idea where the money goes to. Is there a support mail I could get ahold to?
@CookieOscar wrote: For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox.
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox.
Hi Megan -- I tried looking it up but the window for the lookup tool closes out whenever I search and before it gives me any info, and I get a new message from the support bot telling me look at the forums. So it's not actually helpful because I can't get any real info on the charge.
How can I directly contact the support team from the forum? Everything I've seen suggests I can't actually talk to support unless I pay, and I don't want to post the transaction info on a public forum like this one
Hey @rcyoung3, hope you’re doing well.
To check this further, can you please let me know if you’re being billed directly through Dropbox or iTunes/Google Play instead? What does your bank statement show about that?
I have tried every email i have but can't cancel dropbox...Does anyone know how i can cancel?
I only use 2 email accounts and neither of them have a dropbox account linked! I am getting billed $20 each month but no plan even has a $20 account option...Wtf!
Hi @Ratlaw, thanks for bringing this to our attention.
According to your bank statement, are you being charged by Dropbox, iTunes or Google Play?
This will help me to assist further!
Chime-General services- Dropbox
Thanks for the info, are you able to use the card lookup tool to locate which account the payment was associated with?
its taking it directly from my bank account...I canceled the old card because of Dropbox...but its still taking the money!
Hi Nancy -- My bank statement shows "Dropbox" so I believe I was billed directly
@Ratlaw wrote: I have tried every email i have but can't cancel dropbox...Does anyone know how i can cancel?
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.
Hi @rcyoung3, & @Dmille, can I send you an email, in order for us to have a closer look into this?
Every other day it try's to take through paypal from my account...like 2 times a day sometimes!
Hi @Ratlaw, can I send you an email, in order for us to have a closer look into this?
I finally...I think cancelled this through paypal...I went to the paypal bot and asked to cancel dropbox...the bot pulled up all the times i was billed and asked if i want to cancel that subscription...I clicked yes and they did it.
You guys can send me a email...cause something is strange with me getting billed $19.99 for dropbox when you don't even offer that subscription and I had to cancel through paypal NOT dropbox! I truly wish that I could get reimbursed the $140 I got billed over the months!
Hey @Ratlaw, I just sent you an email, so we can have a closer look into this. See you there.
Yes, that would be great!
Just sent you an email @rcyoung3!
I'll see you there!
I have a fraudulent charge on my credit card for $199.
I am not a dropbox user and there is no way, that I can find, to get in touch with someone; hence, the reason I am writing here.
I have the all of the information about my credit card and the transation ID from by billing statement. I used the transaction finder tool and an email address I do not recognize comes up. Is there anyone here who can help or point me in the right direction where I can call someone to dispute/cancel this charge?
@newton1 wrote: I have a fraudulent charge on my credit card for $199. .. I used the transaction finder tool and an email address I do not recognize comes up. Is there anyone here who can help or point me in the right direction where I can call someone to dispute/cancel this charge?
I have a fraudulent charge on my credit card for $199. .. I used the transaction finder tool and an email address I do not recognize comes up. Is there anyone here who can help or point me in the right direction where I can call someone to dispute/cancel this charge?
Hi @newton1,
Thanks for reaching out in the Community!
I have moved your thread here so you can see the best way to reach support directly in this case, as @Rich laid out.
Right click this link, instead, and choose open in Incognito or Private, so as you won't be signed into any account with limited support options for this: https://www.dropbox.com/support/billing-issues
If you still can't get in touch with support from there, let me know!
Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.
Hey @gm101, thanks for reaching out to us.
Have you used out payment lookup tool, to find out if perhaps you have an account you're unaware of?
If the account that comes up is not yours, let me know and I will send you an email, so we can sort this out.
