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Can't access my old email, need to cancel subscription

Hi there,

I have 2 dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer have access to it. I have forgotten the password to the account and can't reset it because I don't have access to the email. I need to cancel the premium Dropbox subscription on the account and delete the account. How can I do this without having access to the email address? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account.

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Megan

Hi @Pert, I was able to locate your previous ticket number, and I can see that it was closed due to inactivity, before we were able to help, and cancel any possible charges on our end.

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

Pert

Hi @Megan I did as you said. However, I didn't see any ticket number it just said that they would contact me in one to two business days.

Hannah

Hey @Pert, perhaps the form wasn't submitted correctly; did you use a private browsing/incognito window?

Pert

Yes, I used private browsing.

Walter

Hey @Pert, sorry to jump in here, but would it be OK if we reached out via email to the email address that's linked to your profile here on our Community to have a further look internally?

Pert

yes, you can reach out to this email.

Nancy

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

loueff24

I also have this issue, I have just been charged the full annual amount for a dropbox account that I need to cancel. I cannot remember the password and the account is linked to an old company address at a workplace that I no longer work for. I need to cancel the account and ideally get a refund. Please could dropbox support help with this?

Rich

@loueff24 wrote:
I have just been charged the full annual amount for a dropbox account that I need to cancel. I cannot remember the password and the account is linked to an old company address at a workplace that I no longer work for.

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

ScubaDevo

I gave the same issue. I need to cancel an old Dropbox subscription but I don't remember the password and I no longer have access to the email address associated with it. The company closed.

Megan

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

Have you tried to contact Dropbox Support directly for this?

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

ScubaDevo

Good morning. I sent an email on January 13 but I have not received a reply other than an automated one saying g the information has been received.

Nancy

Hey @ScubaDevo! The email you mention should also have a ticket number attached to it. Please send it to me, and I’ll have a look for you.

ScubaDevo

Oh, ok. The ticket number is 23170497.

Nancy

Thanks for that! Was the Dropbox account in question upgraded directly via the Dropbox website, or iTunes/Google Play instead? You can double check this in your bank statement.

I’m asking because the steps/way to cancel will be different depending on the occasion.

ScubaDevo

Nancy....thanks for the reply. The account was upgraded through Dropbox itself. Not through a 3rd party like Google.

Nancy

Perfect. Can I log a ticket for you to this email address then? We can look into this internally, and I’ll further help.

ScubaDevo

Yes, please do and thank you.

Nancy

Please check your email and reply back to me, @ScubaDevo. We’ll take it from there.

ScubaDevo

Done and thanks.

JBay

I am having this exact same issue. I am looking to cancel a Dropbox account for 11.99/month which I'm being billed for, and I'm no longer associated with the company email. I looked up the email with the credit card charge look up tool, so I have the email associated with the billing and I have all the credit card statement. Please can you contact me so I can cancel this? Thanks

Megan

Hi @JBay, welcome to our Community!

I got you! I just created a ticket on my end for you, in order for us to have a closer look into this, I'll see you there.

Cheers!

jaydev

Hi Walter-

Can I get help with this as well? I have another Dropbox account with an email address I'm not able to access.

Thank you!!

Walter

Hi there @jaydev - I've just followed up via email so please have a look at your inbox and we'll take it from there.

webbmrh99

I have the same problem above. I no longer have access to my previous work email and can't cancel my subscription for that account.

Nancy

Hi @webbmrh99! Had you upgraded your Dropbox account directly via our website, or iTunes/Google Play?

webbmrh99

I did it through the website with my other email

Nancy

Alright then. Can I log a ticket for you, and send it to this email address? We’ll need to look into this internally.

webbmrh99

Yep! Sure thing. My other email was [removed per the Community's Guidelines] which I no longer have access to.

Walter

Hey @webbmrh99 - sorry to jump in here, but I just sent you an email to look into this, so please have a look at your inbox and we'll take it from there.