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Can't cancel free trial

I'm trying to cancel my free trial, but I don't have that option. Here's what the instructions say:

The "plan" and "manage plan" are completely absent from my options. I then tried to delete my account altogether, but it told me to cancel any ongoing subscriptions first, and this is what it looks like for me:

As you can see, it doesn't mention a free trial anywhere, but it shows 3TB of space, which implies that I'm being charged for the service with no way of canceling. I've tried looking for phone support, but apparently you need to pay to speak with someone over the phone. I'm afraid I might have to cancel my credit card. Does anyone have any answers?

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Walter

Hey @Red Gerran, sorry to jump in here, but I just wanted to mention that it looks like your trial was indeed cancelled, but you'll get to keep the additional quota till the end of the trial period.

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Villager

Well this is a bit embarrassing and all this angst over nothing lol. It is a free basic account I have but I thought I remember requesting a reminder when the trial expires but it's not even a trial, so I must be mistaken. Thanks for your kindly help, Megan. Sorry for the "goose chase."

Megan

Don't even worry about it @Villager!

And even if there is somewhere a trial, we'll be here to help you cancel the upgrade, and tackle everything. 😎

Villager

Thanks so much Megan! Take care!

fibut

I received an email from Dropbox reminding me to cancel my Free Trial if I don't want to be charged. When I click on my avatar & then click on settings, there is no 'Plan' tab & no 'Manage Plan' tab. I therefore cannot see a Free Trial.

All that appears is the Basic Plan which has 'Current Plan' in a greyed out box. Alongside this box is a second box that shows 'Upgrade Now' in a blue box under the Dropbox Plus option.

Where is the option to cancel the Free Trial that is referenced in the email I received from Drop Box this morning please?

Please help

Thank you

Jay

Hi @fibut, thanks for bringing this to our attention.

It sounds like you might have already cancelled the trial on your account.

Could you check this page to see if there are any invoices for the trial, and its cancellation?

This will help me to assist further!

fibut

Hi Jay

Thanks for your speedy response.

When I click on the link you sent me, it takes me to my billing page & I just see my credit card details.

Jay

Just to be certain, are you accessing the same Dropbox account that you received in your email? Do you have any other email addresses that could be associated to an account?

fibut

No I only have one account & its the same email address as the one where Drop Box sent me the reminder to cancel the Free Trial

Jay

Okay, then since you mentioned that the account shows as a Basic plan on this page, this means that there is no longer any trial on the account, so the trial was already cancelled.

fibut

Why would I have been sent an email this morning then? To remind me that the trial expires in 7 days??

juliaT

I'm having exactly the same problem - I have a basic plan but have also had an email confirming that if the plan is not cancelled by a certain date I will incur a charge of £216. Have spent the last hour trying to resolve this but without success> How do I talk to a human being?

Jay

From what you've described, the account is no longer on a trial. Could you attach a screenshot showing the email you received, and also what you're seeing on this page?

fibut

Screenshot 2023-10-25 at 19.42.50.png

fibut

Screenshot 2023-10-25 at 19.44.16.png

Hannah

Hey @fibut, thanks for reaching out.

It looks like this is a different Dropbox account from the @juliaT one, is this the same person posting?

If so, it seems you have two Dropbox accounts, so you'll need to make sure which plan you're on, while logged in to both of them; perhaps it's the second one that's on a trial.

Let us know what you find.

fibut

I dont know who Julia T is!

I just have the one acct - I sent you the requested screen shots from my only acct - thanks

fibut

PS Julia T jumped on the chat because she is obviously having the same issue as me!

Please can you clarify whether I have a Free Trial that needs cancelling - as per the email screenshot in this thread? Thanks

Walter

Hey @fibut - sorry to jump in here, but I just wanted to mention that it sounds like your trial was indeed cancelled and you won't get charged for it.

That said, note that you might have gotten this email notification by mistake or before the trial was cancelled.

fibut

Thanks. I think I’ll have to wait and see next week whether I get charged - hoping I don’t because I can’t find any trace of the Free Trial mentioned in the email warning from Dropbox 🤞🏻🤞🏻🤞🏻

Walter

Even if you end up getting charged, you can let us know here and we'll get it sorted @fibut

Cheers!

fibut

Thanks very much. That’s very reassuring 🙂

Rossi luo

I have the same problem, I can`t find the way to cancel, but the system deduct my annual money, 216$, it is unfair. and I try to contact the drop box assistant, only robot reply , but can`t solve my problem.

Rossi luo

Hi, how to cancel my 30days basic service trial? there is no cancel button as your instruction. but why deduct my annual service payment without my consent. it is unfair. and how can I contact you not robot.

Rossi luo

[Removed as per Community Guidelines] this is my payment ID

Jay

Hi @Rossi luo, 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.

Scam

Dropbox is the biggest scam I have ever seen. Free trial, but you can't cancel. I tried to cancel it but you have taken money from my account and there is no way for me to cancel. Click on the plan you say, no plan is shown. Download the App you say, it just shows me having a free trial. I don't think you could make cancelling any harder if you tried. Deleting my account still lets you take money. You are essentially stealing money by making this so difficult.

Mark

If you are not seeing the trial on your account page you are logged in to the wrong account. You MUST log on to the account that has the trial on to be able to access it and cancel it.

gregans9

Hi, I can't cancel my free trial subscription as there's no "plan" tab? Thought I had cancelled prior to 16/12/23. You tried to charge for the Plus Plan. I see now that it’s difficult to navigate this site and to cancel free trials. I had cancelled but it’s impossible. Also for some reason I have 2 email addresses. Please help. Thanks, Kathy

Hannah

Hey @gregans9, thanks for reaching out to us here on the Dropbox Community.

How did you originally create your free trial? Was it directly through our website or the Dropbox mobile app?

If it was the mobile app, have you tried these steps?

As for the two emails, do you mean that you're seeing two different Dropbox accounts?

Ashish B

I have an email saying I will be charged if I don't cancel the trial plan. And I cannot unsubscribe the plan from the settings or plan tab. I want to cancel my plan before I get charged!!!!!