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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

Neil1234

Hi - I have signed into my account and it is not showing up - so someone else is using my credit card?? I cannot tell who?

Regards Neil -

JaneS22222222

Please can Dropbox contact me - I need a refund. I don't recall agreeing to this payment and I really can't afford it. 😞

Rich

@JaneS22222222 wrote:
I need a refund. I don't recall agreeing to this payment and I really can't afford it. 😞

Did you perhaps start a trial of Dropbox Plus and not cancel it before the trial ended? If so, you agreed to the payment by starting the trial.

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.

zosea

I got automatically deducted an amount of $19.99 USD on my PayPal account. I have no idea why because I didn't subscribe to any Dropbox upgrades. I also checked my account and I do not have any current subscription. I want to have it refunded ASAP!

Nancy

Hey @zosea, thanks for posting here.

Do you have any other email addresses that could be linked to a separate Dropbox account? It sounds like you’re being charged for a different one, from what you mention.

Can I reach out to you to this email address, to look into this further?

Art teacher

I signed up for a trial for my art class students and I canceled it before the trial ended. I have a photo of the chat showing that it was canceled before the end date. Dropbox charged me $119.88 and I have tried every avenue to reach them. I cannot find a phone number or any address to send written correspondence. This has caused issues with an account that I have had for over 20 years. I am going to put this situation on every social media platform that I can find until someone contacts me about returning my money. I am asking anyone with similar issues to contact me so we can start a suit against this company.

Art teacher

I canceled a trial and have proof in my phone with a screenshot but dropbox still took money from my account. $119.88 and my account is now closed. I can't reach anyone for help and I have been fighting this since May!

Nancy

We're sorry to hear this, @Art teacher.

Since you’ve already contacted our support team, can you send us the ticket number from your convo with them?

Was the Dropbox account that you mention upgraded to a trial directly via www.dropbox.com, or the App Store/Play Store on your mobile device?

Art teacher

There is no ticket number but I have 3 screenshots showing the conversation where I asked TWO TIMES to cancel my trial so I would NOT be charged! It has the date and time stamped at the bottom of each photo!

Walter

Hey @Art teacher, sorry to jump in, but I was wondering; didn't you get an email with a ticket ID after your chat with our support team?

For issues like this, you can use this form to reach out to our support team for further assistance. Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.

You can then let us know your ticket ID so that we can look it up in our system too.

Ntc2821

Has anyone else had billing problems?? Haven’t used premium in over a year but am still being charged. It’s impossible to get any assistance from a real person. The last time I finally got an email from someone they said it was cancelled and it’s not. Apparently you have to have an upgraded account before you can even speak to someone. The whole system is trash and a scam.

Nancy

I'm sorry to hear this, @Ntc2821.

Can you send me the ticket number from your last convo with our support team, so that I can have a look?

Is it possible that you're now being charged for a separate Dropbox account under a different email address?

Sam DBX

Hi everyone,

Here is some key info on cancelling accounts and refunds:

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.

Apple/Direct Debit

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

bexby28

Hi all! How do I get a refund for a payment? I no longer use the Dropbox account can't find anything in the Dropbox support. A payment had gone through from PayPal. This bank account is shared and the other account holder needs those funds desperately!!

Jay

Hi @bexby28, I've merged you to this thread for users with similar questions.

Could you try the suggestions in this post to contact the support team?

bexby28

I've tried all these. I can't cancel my subscription as my account says I'm on the Basic so there's nothing to cancel. There's only the option to Delete account. I need to email a person. My payment only happened today and time is of the essence.

Rich

@bexby28 wrote:
I've tried all these. I can't cancel my subscription as my account says I'm on the Basic so there's nothing to cancel. There's only the option to Delete account. I need to email a person. My payment only happened today and time is of the essence.

The post that Jay linked to explains how to contact Support for assistance. Make sure you're not signed in to any Dropbox account, including these forums. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

https://www.dropboxforum.com/t5/Plans-and-Subscriptions/How-can-I-cancel-and-get-a-refund/m-p/724212/highlight/true#M26327

bexby28

As I said, I've tried the suggestions on the link. I've visited the page when not logged in to my account. The options don't look like the images on this fix.

Rich

@bexby28 wrote:
The options don't look like the images on this fix.

I just took this screenshot while using a private browsing session (not signed in to ANY account, including these forums) and it shows the option you need to click on.

keith redwood

My dropbox account was part of a family account held by my wife. She cancelled the family account om 25/9/23 but I was charged for a further year's subscription even though my Dropbox account was a free account.

How can I get a refund from Dropbox of £95.88

Nancy

Hey @keith redwood, I’ve merged your question here, as it’s relevant to this thread.

Please go over Sam’s reply here, and let me know if it helps.

chwee

I have just received the bill on my credit card for the yearly subscription of USD 323.87. But when i check my account, it is the free basic account. How do i go about cancelling the account and getting the refund??

coolietara

Hoping for some help! I cancelled my subscription (for the second time in September 2023 which says it was Free) but was still charged an annual subscription fee through Paypal in November. Please help...I'm going around in circles and it's driving me mad. I want a refund as I don't even use the 'free' account I have.

Thanks for any assistance

Hannah

Hey @chwee and @coolietara, I moved your posts to this relevant thread.

Make sure to check Sam's solution here.

Lawrie19B

Access to cancel a subscription.

I sold a company and retired in April 2021, I have just seen a charge on my personal bank account for subscription renewal, which I guess has happened annually until now without being noticed, I need to cancel the account asap.

I cannot login to Dropbox as my email address was linked to the companies former website and that was all deleted by the new owners of the company so I cannot view the 6 digit security code from Dropbox to facilitate entry to the account.

I want to downgrade the account to a personal FREE account. Any ideas on how to proceed from here?

TIA Lawrie.

Megan

Hi @Lawrie19B, let's jump right into this!

I'd be happy to reach out internally and send you an email in order for us to have a closer look into this, if you wish.

Let me know if you agree, and we'll take it from there!

Lawrie19B

Hi Megan, Yes please, that would be great. Thank you.

Nancy

Hey @Lawrie19B! Please check your email address, and reply back to me, when possible.

MartaG

Hello,

today I was charged for my dropbox subscription renewal but, since I'm not using Dropbox anymore for work, I intended to cancel the subscription.

I didn't remember my renewal was planned for today, so that's definitely on me.

Anyway I didn't even receive any communication from Dropox, not even an email, notifying me about an imminent renewal.

Would it be possible to cancel both my subscription and today's Paypal payment?

Looking forward to hearing from you.

Thank you very much

Rich

@MartaG wrote:

Would it be possible to cancel both my subscription and today's Paypal payment?

You can cancel your subscription from your account settings. This will cancel the automatic renewal at your next billing period, at which point your account will downgrade. You'll maintain your current subscription until that time.

https://help.dropbox.com/plans/downgrade-dropbox-individual-plans

As for a refund, you can try contacting Support but under most circumstances refunds for paid subscriptions aren't refundable.

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

To contact Support, visit the Support page and you'll see an option for Billing issues.

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