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Getting charged every month but I never signed up for a subscription. How can I stop the charges?

Help! I need a phone number for customer support, I keep getting a charge for $18.07 every month, I don’t know what email was used because this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!

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Governance

The work email that uses drop box is for only a basic account which is supposed to be free. Yet we have been charged for a professional account. I want money back or at least to speak with an actual person from drop box who will email me with their contact details so I know they are legit so that I can get the drop box account updated to reflect a payment has been made for a professional subscription even though I never made such a request. Ideally though we'd prefer our money back. If you have magic to make that happen that would be great.

Megan

Hi @Governance, thanks for posting here!

I just sent you an email, in order for us to have a closer look into it.

Keep me posted!

Valentin Z

Hello guys, hope you all are doing well.

So I'm posting this because it's been 2 months now that i'm being charged $20 (monthly) on my payoneer account and I don't even know which account they are charging me for.

I'd like to stop being charged each month but I can't contact support (I've already emailed them but didn't have an answer).

Please, help me

Rich

@Valentin Z wrote:
So I'm posting this because it's been 2 months now that i'm being charged $20 (monthly) on my payoneer account and I don't even know which account they are charging me for.

I'm not familiar with Payoneer, but you may be able to use the credit card charge lookup tool to identify the account you're being charged for.

... I can't contact support (I've already emailed them but didn't have an answer).

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.

podraza2002

Why do I have two charges on 7/27/2023 on my Dropbox bill?

podraza2002

Why do i have two charges on my Dropbox bill. Who can help me?

Megan

Hi @podraza2002, 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 not, can you give it a go?

Keep me posted!

whynosupport

There's a issue with Dropbox support. If you don't have a paid plan there is no ability to get support. I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card. It seems to me that Dropbox would benefit from a decent support option, not just links to articles.

Rich

@whynosupport wrote:
I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card.

https://www.dropbox.com/support/billing-issues

whynosupport

More on this. Cycle continues.

I do not have a paid plan as you can see though Dropbox only offers support if I have a paid plan. You want me to purchase a plan to ask a question about a charge Dropbox has already taken and is in question. Is it just me or is this support twilight zone.

Sure I can go to bank. But why should every person have to deal with this? Totally aside, if you want to convert free users the customer service is a great way.

2226jrm

Why is an amount ($) not shown on my invoice? I have two different charges on my VISA card. How do I find out what they are for?

Mark

Have you looked at your invoices at https://www.dropbox.com/account/billing ? That shows on mine $'s

Isha

Hello,

I am being charged $17.91 monthly by DROPBOX and on BOTH of my accounts (separate emails) I NEVER ONCE upgraded nor given my Banking Information.
How can I get in touch with DROPBOX Support (Phone or Live) to discuss this issue, as I DO NOT have access under my basic accounts to LIVE SUPPORT.

Thank you

Hannah

Hey @Isha, sorry to see you're having an issue with this.

Just to clarify, it's not really possible to get charged without providing your billing info first.

Did you perhaps have a free trial that renewed?

Is this a Dropbox charge or a Dropbox Sign one?

If it's a Dropbox one, you can use this page, to locate the email address associated with the payment.

djs3

So, I have never been more frustrated in my life! We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account (nor will we ever, after dealing with this company. Whoever heard of a company that you cannot call directly with a serious problem?). When I try to resolve this on-line (which I have made several attempts over multiple days, spending A LOT of time on this), I get nowhere because it is requiring things like an account number, but we don't have an account!

I will contact our bank when it opens on Monday, but I also want to talk to someone at the company to make sure we get a refund and to make sure we are not on some kind of renewal plan. I am actually putting this out there, in hopes that someone from the company will reach out to me so we can investigate this further. Any suggestions in case this doesn't happen?

pauline2705

Hello! Could you please help me with this

When I checked in for billing details, I find this mentioned: "No payment or billing activity"

I thought the first debit to my credit card was genuine. I cancelled the trial on 23rd Aug. 2023 before the next charge date. on 01 Sep. But amount of USD11.99 has been debited on 3rd Sep. 2023.

The Transaction Details (quoted above) mentioned in the credit card statement is Dropbox db.tt/cchelp IE* which is not the alphanumeric transaction ID mentioned in Dropbox Help section. I earnestly seek help from the community to investigate the origin of this unauthorised debit. Please help recover the amount unauthorisedly siphoned off from my account.

Thanks.

Rich

@djs3 wrote:
We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account

https://www.dropbox.com/support/billing-issues

I get nowhere because it is requiring things like an account number, but we don't have an account!

You can look up which account is associated with the charge.

https://help.dropbox.com/billing/find-credit-card-charge

Judy1219

Hi, i am being charged monthly for an upgraded subscription, but when i try to cancel it, it says i have the basic subscription, which is (supposed to be) free! There is noeone to contact, and im really frustrated!

Megan

Hi @Judy1219, sorry to hear about that!

Is it possible that you upgraded a different account than the one you're looking at?

Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?

Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?

Keep me posted!

whynosupport

turns out that that is a very hard ID to obtain.

Jay

Hi @whynosupport, could you clarify what you mean in more detail? Were you able to locate your account or contact Dropbox support in order to investigate?

Subs1

I am being charged a yearly subscription for a dropbox account I do not have access to.

On my credit card bill the payment is shown being made to Dropbox but there is no transaction ID shown beside the Dropbox payment

I am looking to gain access to this dropbox account please, can someone help me this. I have tried to use the various bot help options but they cannot help with my situation.

Megan

Hi @Subs1, thanks for posting here today!

Just to clarify, do you wish to access the account, in order to cancel the charge?

I'm asking, because in this case we might be able to help you with the cancellation. Can we send you an email, in order for us to have a closer look into this?

Keep me posted!

Sbaking

I’ve tried over and over to get in touch with anyone to help me figure out why I have a charge for $212.13 on my credit card and how to get it reversed. I can’t find any person to talk to and even the so called support email sent me here to talk to the drop box community. Transaction ID removed

Megan

Hi @Sbaking, no worries, I got you!

I just created an email for you, in order to help in any way possible.

I'll see you there, cheers!

Craziluv

In my experience you have to handle this on your own as Drop Box does not have a Customer Service center to call and the autobot can't understand. I suggest putting a new card on file and never responding to emails from Dropbox. If you aren't already committed to a plan, I'd probably choose a new platform, this happens regularly.

SS00

HELP! I’ve also been charged monthly for a subscription $12.79. I have no idea how Dropbox has my card, but these charges need to stop. There’s also no transaction ID when I go to my credit card statements.

Jay

Hi @SS00, 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 your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.