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Support for rogue billing charges

Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. I tried using the "Billing Help Request" page, but my submission thus far has been ignored for over 2 weeks. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.

This is most likely an old business email account that still is active, but I no longer have access to.

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Accepted answers

Hannah

Thanks for the ticket number, @blac0177!

I was able to locate the communication and I can see that one of our agents has already contacted you.

If you need anything else, please let us know.

All comments

elbamarie2004

I do not have a pay membership and I was charged in my credit card. The plan I have is a free one.

Hannah

Hey @elbamarie2004, thanks for chiming in.

Is this a credit card payment?

If so, can you look it up here, to see which account it's for and if you have access to that account?

Miss Mac

Same is happening to me and Im getting so mad there is no one to talk to !!!!!!!!!!!!!!!!

Rich

@Miss Mac wrote:
Same is happening to me and Im getting so mad there is no one to talk to !!!!!!!!!!!!!!!!

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

aimeecorona

Hi Hannah,

Hoping you can help me with a billing issue. I submitted a help request on 7/21/22. I'd be happy to share a screenshot of the request I submitted.

The dropbox account was tied to my personal credit card for a company I worked for. I cancelled my upgraded plan in April of 2022 because I resigned that same month. I was charged $122.79 on 7/21 even though I cancelled in the account.

I never received a refund and I do not want to be charged again this year. Can you help me get answers to this?

Mark

@aimeecorona wrote:
Hi Hannah,

Hoping you can help me with a billing issue. I submitted a help request on 7/21/22. I'd be happy to share a screenshot of the request I submitted.

The dropbox account was tied to my personal credit card for a company I worked for. I cancelled my upgraded plan in April of 2022 because I resigned that same month. I was charged $122.79 on 7/21 even though I cancelled in the account.

I never received a refund and I do not want to be charged again this year. Can you help me get answers to this?

You need to forward the cancellation notice to Dropbox via the Support pages - or add it to the tickets you already have at www.dropbox.com/support. Note that closing a Dropbox account does not cancel billing - these are two separate things.

Laura52

I am in the same position and it's so frustrating to not be able to get a hold of anyone. Can someone give me a direct link to where I can enter a support ticket? PLEASE!!!!

Laura52

Same here, frustration at an all time high. And cannot get anywhere online. And no I do not want to chat with your BOT!!!

Laura52

Is there anyway to speak to someone at Dropbox?!!! I have a billing issue, I'm being charged $16.95/month and I've only ever set up basic accounts. When I enter my transaction I.D from my credit card statement to try to find the account that is being charged it gets me nowhere, says that my credit card number and/or expiry date are not valid. I have not ever used any storage with any plan and I've been paying this for months! I can't "cancel" the plan because all my accounts are basic and shouldn't be charged in the first place.

Is there a way to submit a help ticket to support??? Other than a Chatbot?

Hannah

Hey @Laura52, sorry to hear about this.

If you'd like to reach out to our support team about a billing issue, please open a private browsing/incognito window and go to the following page:

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

Do send us your ticket number, once you have it, so we can look it up on our end too.

I hope this helps.

Simina1

none of these messages help at all. What percentage of dropbox's revenue comes from people who are unable to cancel their accounts/

Simina1

I keep getting emails asking me to log in to follow up on ticket, but the links are irrelevant and dropbox is no help at all! What a scam.

Mark

You can see the tickets at www.dropbox.com/support