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Cancelling a Subscription

Hi,

Wondering how to cancel a subscription for the company I work for. I followed the instructions in the help center, but under our "plan" tab there is no option to cancel the subscription. There is also not anywhere that offers a way to contact support to fix this issue.

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Nancy

Hi @Lisa Feraco, and welcome aboard the Community.

If there’s no option to cancel the subscription, after logging in to the Dropbox account in question, there’s a chance that the account was initially upgraded via the App Store/Play Store instead.

Can you please check your bank statement and let me know if you see Google/Apple next to your company's Dropbox charges?

Keep me updated!

Lisa Feraco

Hello,

It is not through the Play Store or Apple.

Rich

@Lisa Feraco wrote:
It is not through the Play Store or Apple.

What plan does it say you're on when you view your Plan page? Can you provide a screenshot? If so, be sure to mask any private information.

Lisa Feraco

This is the plan that we have.

Rich

@Lisa Feraco wrote:
This is the plan that we have.

Dropbox Basic is a free plan, so there's nothing to cancel for that account. You can delete the account, but there's no subscription to cancel. If you're trying to cancel a paid account, then you're not signed in to the account that you're trying to cancel.

If you don't know the email address for the paid account, use the credit card charge lookup tool to determine the account you're being charged for.

Lisa Feraco

If this plan is free why do we continue to be charged a $19.99 monthly fee. There has been no usage in months, so I am unsure, if it is a free plan, why we continue to be charged.

Megan

Hey there, @Lisa Feraco, happy Friday!

I just sent you an email, in order for us to be able to look into this together.

If you need anything else, let me know! Thanks.

Crusty51

WOW how frustrating. Not having a direct email or line to work through issues is a bit suspect. I understand labor costs but DANG!

I want to cancel a subscription that I have had for over a year. I don't have access to the email I used to start the account nor the password. Therefore I keep running into hurdles. I have filled out a formed document on the billing page to no avail. I even attempted to use my other dropbox account to help gain access to the other. Not so much. Security is a good thing. I get it. But, need a little help here!

Thanks

Hannah?? or Community

Rich

@Crusty51 wrote:
I have filled out a formed document on the billing page to no avail.

Did you receive an email with a ticket number? If not, then your form likely wasn't submitted. If you did, reply here with the ticket number and a Dropboxer might be able to check on it.

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

Crusty51

Rich, appreciate it. This time I did receive a conformation email. Solid advice. Thanks.

Helpmecancel

Hi all. Sorry to add a new request to a perennial topic, but I've read through the Dropbox site and still can't figure it out. I can't get to a cancellation area on my phone or computer. My billing seems to be from a default debit transaction by Dropbox rather than a third party. Help!

Hannah

Hey @Helpmecancel, thanks for reaching out to us.

It sounds like you might be logged in to a different account than your paid one.

You can use our lookup tool, to find out the email address of the paid account, so you can login and cancel the subscription.

Let me know how it goes.

Helpmecancel

Thank you for figuring that out. The account is registered to a work address of a former job. I no longer have access to that email account. How should I proceed?

Nancy

Hi from me as well, @Helpmecancel!

Do you perhaps know the password of that Dropbox account, so that you may log in and cancel your plan?

If not, we can log a ticket for you instead and send it to the email address of your Community profile here.

Helpmecancel

Unfortunately, I don't know that password. Please put in a ticket for me so I can cancel it from my current email address. Thank you.

Walter

Hey @Helpmecancel, sorry to jump in, but I just wanted to mention that you can reach out to our support team directly for further assistance through this form.

Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

When you do this and get a ticket from our system, you can let us know its ID here so that we can look it up as well.

Helpmecancel

I don't understand. When I open up an incognito window for the "form" link you shared: https://www.dropbox.com/support/

I am prompted to log in which you said not to do. I can't get to a form to fill out without signing in or to an area that leads to a human rather than chatbot response. Can you do something on your end? This is really frustrating.

Hannah

Hey @Helpmecancel, if you go to the https://www.dropbox.com/support page from an incognito window and then scroll down a bit, you should see a "need help with a billing issue?" option, is that correct?

If you click that, you should be able to move forward with submitting your help request.

holops

i have sub a subscription plus in 16/7 and now t want to cancel that but when i press into my ssubscription in ch play , i cant see a ssubscription to cancel

Hannah

Hey @holops, just to make sure I understand correctly, you upgraded your account through Google Play and you don't see an option to cancel the subscription after following these steps, is that right?

Pjclifford

I’m trying to cancel the auto renew on my phone. Can’t do it any help out there ????

Mark

You need to go to the app store if thats how you paid and cancel it via there

kent11

cancell my account how?? why so hard??

maher1982

Hello Kent, Could you please clarify? Are you looking to delete your Dropbox account entirely, or are you interested in canceling your Dropbox subscription?

If you wish to delete your Dropbox account, please follow the instructions provided in the link below:

https://help.dropbox.com/account-access/delete-account