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.
Sorry to hear this, @dengmam.
From your post, it sounds like you’re being billed for another Dropbox subscription, indeed.
Have you tried inserting your transaction ID here, to verify the Dropbox account in question? Is it the same as the one showing here?
If not, please try logging in to Dropbox with the correct email address, and let me know if you can cancel your plan now.
it is not working. If i enter the transaction id and correct credit card details I get following notification; pls enter the expiration date and four last digits of your credit card number. I don't know to which account these changes are related, hence i can not log in. Most likely an old private or personal email i don't have access to anymore.
Hi @dengmam, sorry to jump in here!
What happens when you try to input the info asked? Have you tried that?
@megan: as mentioned in my comment - I get following notification; pls enter the expiration date and four last digits of your credit card number. I enter the correct details but the message stays.
Hey @dengmam, sorry to hear you're still having issues with this.
I'd recommend getting in touch with our support team directly for further assistance on this.
To do so, 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 from our system, feel free to share your ticket ID with us so that we can look it up as well.
Dear staff,
I have a problem with my account.
I used to have a business dropbox account which I closed a couple of days ago.
However, In order to do my taxes I need access to the invoices of that account.
Because the account no longer exists I'm not able to download the missing invoices anymore.
I'm looking especially for the invoices from July till September.
Could someone please send me those invoices.
Many thanks
You will need to contact support at www.dropbox.com/support for help if you cannot see them at www.dropbox.com/account.
That's why I'm writing here.
The only two options that are left to me are
Contact Chatbot
and Contact Community
There's no possibility for me to contact dropbox support directly anymore
as I'm no longer having a business account
Go to the web page while logged out (or use an incognito window) and click on the 'get help with account' option which should appear.
Hello everyone,
My company was charged 119€ for a dropbox service.
The title is ADYEN DROPBOX + 9 DIGITS.
We don't know who owns the account, even though the company is paying for the service.
I can't get any more information.
Thanks in advance
Chris
Hey @Chris110, hope you’re doing great.
In general, you can locate the Dropbox subscription for which you’re being billed by inserting your transaction ID in this page.
Since these are ADYEN charges though, you may need to reach our support team instead.
Please open another browser (on which you’re NOT logged into ANY Dropbox account), and go here. After you’ve submitted your ticket, please send me your ticket number here.
Hello Nancy,
Thanks for your quick answer.
Here the ticket nb : Ticket #22851954
I created ticket on "paypal" section because i didn't other choice to begin the procedure..
Thanks for the ticket number, Chris! I’ve left an internal note for our team, so that they may get back to you as soon as possible.
I thought I had downgraded to a basic plan. I just got billed again on a card I had closed which then had me overdrawn. I went to be sure my dropbox subscription is canceled and there is nothing to cancel so why am I still getting billed? Please help there is no link anywhere on this site to help me. Thank you in advance.
Hey @Kristen3, sorry to hear about this.
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charge in question?
That'd help us check if you have two accounts.
You can also check your plan page, to see if you're using a Basic, free plan or a paid one.
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.
Thanks for reaching out Megan. I did look at the billing and the number after the charge wasn't 12 numbers and letters long so that didn't work. I looked at the plan page and it says a basic plan and yet I keep getting billed and that is the issue there is nothing to cancel and I thought I had canceled it yet still the fees. And the form you attached just leads me back to the page where I submitted this on the community page so I am back to square one again.
Hey @Kristen3 - sorry to jump in , but did you try using an incognito window without logging into any Dropbox account to submit the form?
@Semsrms wrote:I have been charged $44.xx multiple times, without my authorization. How can this be resolved?
Refer to the replies above yours for information on how to resolve this.
I recently received a message from PayPal saying I have been charged £95.88 by Dropbox International. While I do have two Dropbox accounts - one for work and one for personal - they are both basic, free plans. I have checked the 'billing' page for both accounts and neither of them show an invoice or any reference to this charge.
I note that £95.88 is the current cost for a Plus subscription, but I don't appear to have that on either account.
Who can contact me, or who can I contact to, have this explained and/or resolved? I see that others have had similar ghost charges - I wonder how widespread it is?
Hi @Craig19! Since this is account/billing-specific, I suggest reaching out to our support team instead, so that they can take a look.
Here’s how:
Open another browser on your computer, and make sure you’re NOT signed in to ANY Dropbox account.
Go to this page, and select an “issue type”.
Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
You will then receive a confirmation email that will have a ticket number.
Please send me your ticket number here after that.
Hi, Ticket number 22942134
@Mikael0826 wrote:Money is being charged monthly from my account although I don’t have a subscription. What can I do?
Use the credit card charge lookup tool to identify the account you're being charged for. If you don't recognize it, 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.
Thanks for that, @Craig19! I’ve located your ticket number, and left an internal note too, with your convo here.
I do not know what that is or how to do that
I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
@Kristen3 wrote: I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
Sorry to hear that @Kristen3 - what web browser are you using at the moment? Depending on the web browser you're using, there should be a way to open a new window without being logged into any Dropbox account, this is called an incognito or private browsing window.
You should be able to fill in the form normally from a logged out state, that's why I suggested it in the first place.
I am using safari. But I don't understand why I have to open chrome and fill out a form from a logged out state to stop being charged but I will try right now. Why is this platform so difficult?
