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.
Is there anyway to get in touch with an actual human at Dropbox? I am being charged monthly for Dropbox account that I do not have, and I cannot for the life of me get an actual person to help with this on the Dropbox side. Is the only option to go to my bank and dispute the charges?
Thanks!Bethany
@blruhe wrote: Is there anyway to get in touch with an actual human at Dropbox? I am being charged monthly for Dropbox account that I do not have ...
Is there anyway to get in touch with an actual human at Dropbox? I am being charged monthly for Dropbox account that I do not have ...
Phone support is only available on Business accounts. All others can submit a ticket.
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.
I am having the same issue. Did you get this solved?
Hey @NaomiSB. Can you please check your bank statement and let me know if you’re receiving direct Dropbox charges, or bills from iTunes/Google Play?
I have the free subscription, but for the past two weeks there has been a charge of 127.79 attempting to be taken from my bank card on file. I can't get in touch with a live person on the phone or chat in order to straighten this out. PLEASE HELP! Thanks!
I agree..this is very difficult...especially when you can't speak with a live agent. I have my card locked...but I see this charge of 127.00 from Dropbox attempting to be taken out. It is next to impossible to get this fixed. I may just order a new card...I'm over it already. I sure don't want to be going through all this to get a refund! Good luck!
@King316, if Dropbox is trying to bill you for a subscription, and your current account is on the free Basic plan, then it’s quite possible you have a separate Dropbox account under a different email address.
Besides the email address showing here, do you have any other emails that you can check?
If you also look at your bank statement, is there a transaction ID linked to these charges or not (as I understand the transaction isn’t through just yet)?
I've tried 2 other email addresses, is it possible for you to verify them for me? The password reset email is not going to them and it's not in the spam/junk folders either. So I don't know which email it could be..but I need that cancelled..I have a free one already!
Hi @King316, can I send you an email, in order for us to have a closer look into this?
Yes Megan please do, I would appreciate that!
Hi again, @King316! Please check your email address, and reply to my message. I’ll see you there.
This is a total SCAM! I am being charged $37 a month and I am unable to actually SPEAK with someone because it says: "Your Basic plan includes access to our Help Center, Community and Chatbot." Complete fraud and I am sure there will be some type of class action lawsuit because they are ripping people off left and right. At no point did I (or from what I am reading other people as well) sign up for any type of recurring payments. I can't believe people actually in good faith work for this company knowing that they are stealing money from unknowing victims.
If you did not give Dropbox your card details then YOU need to speak to your card company and report fraud - somebody has taken your details and possibly ID and is using them.
If, however, you did you need to log on to the correct account as if it says Basic this one is not it. Use https://help.dropbox.com/billing/find-credit-card-charge to help
Thanks for the 'help', Mark. At some point in time I'm sure there was something I needed to access via Dropbox, ergo, my card information being used. I did not however sign any contract for recurring charges. And I am unable to actually speak with someone or delete my card details from my account because there is no way to actually FIND that information on my account.
Let's think this through, Mark: Do you really think that if someone were to steal my credit card, they first thing they would do is sign up for a Dropbox acctount? I think not.
Dropbox is very, very clear on setting up the account that you are setting up a subscription service - which is a monthly charge. It states that multiple times across the page/site and very clearly at https://www.dropbox.com/plans.
@Julie39 wrote: And I am unable to actually speak with someone or delete my card details from my account because there is no way to actually FIND that information on my account.
And I am unable to actually speak with someone or delete my card details from my account because there is no way to actually FIND that information on my account.
Did you use the link I gave? The one that FINDS the account for you using your card statement?
@Julie39 wrote: Let's think this through, Mark: Do you really think that if someone were to steal my credit card, they first thing they would do is sign up for a Dropbox acctount? I think not.
Actually quite often yes they will - they will do transactions that they know will go through and are low value. Or, it also helps people realise its user error (unfortunately) and not realising things like its a subscription.
If that doesnt work go to www.dropbox.com/support while not logged in - even here. Try using an incognito window instead and log a ticket that way. If you ARE logged in, at all, you wont see the options to log one
@Julie39 wrote: Let's think this through, Mark ...
Let's think this through, Mark ...
Mark is correct. If you didn't provide your billing information to Dropbox, then someone else has. You need to use the link that Mark provided to look up the account that you're being charged for. If it's not an account you recognize, you need to contact your bank first, then Dropbox Support. If you recognize the account, you can either sign into that account to cancel it, or contact Dropbox Support if you're not able to sign in.
To contact Support, 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.
Hi Nancy, I made a dropbox Sign account early last year in 2023/07/06, because I want to transfer some documents to others. I think there was a free version, or a free trial that I may have signed up for.
But I just know I subscribed the account in 2024/07/06 because there was a 120 dollar charge at that day. I cancelled the new subscription as soon as I know this, and it says I can get a refund, but nothing happens. Now my account is "basic", but I don't get any money back!!!
When reviewing my credit expenses for the past year I also found a 120 dollar charge in 2023/07/06, I was wondering if it was possible to get it refunded because I even don't know the subscription at all!!
Pretty disappointed by the support page and I have no idea who to contact to pursue this.
My appeal is get the two years money back, PLEASE HELP ME.
Hey @jxt10 - sorry to hear about this.
Would it be OK if we reached out via email to have a further look internally at this point?
sure, my email address is [removed per the Community's Guidelines]
Thanks for the cooperation @jxt10 - you've got
Is very easy to pay and get a subscription w/dropbox, but at the time to provide support to the client, I rate you useless and incompetent.
I paid to have 2 dropbox: personal and bus. I see only 1 account and constantly getting messages that I'm short of space and to do an upgrade. I bought a computer and did the upgrade. Retuned the computer and bought another one. Still getting the same message. What happened with the money I sent to upgrade the dropbox space? I want to know where are the 2 accounts I paid for it?
You are very quick to charge money, but useless and the time to provide any support. I want this issue to be fix ASAP. Can you provide a phone or at least a day/time were Help Support will be calling to fix the issues?
Thank you for your cooperation on this matter.
@sarah rodriguez wrote: I paid to have 2 dropbox: personal and bus. I see only 1 account and constantly getting messages that I'm short of space and to do an upgrade.
I paid to have 2 dropbox: personal and bus. I see only 1 account and constantly getting messages that I'm short of space and to do an upgrade.
Use the credit card charge lookup tool to identify the accounts that you're paying for. Make sure you're using the correct email address to sign in for each paid account.
Can you provide a phone or at least a day/time were Help Support will be calling to fix the issues?
You mentioned paying for a personal and business account. Was the business account and actual Business Team account (Business, Business Plus, Enterprise), or was it just another Plus, Professional, Essentials account that you're using for business purposes.
Only Business Team accounts have access to phone support and it's handled via a callback initiated from the Admin console of the account. There is no number to call.
If you're unable to identify the accounts that you're paying for, you can contact Support by opening a ticket. 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.
Your bank should be doing that for you - especially if you say the authorisation has been removed.
However, via Dropbox the ONLY way to do this is at www.dropbox.com/support while not logged in if you are not a paying member yourself. An incognito window may be better.
@JoshL1 wrote:I have tried what you have suggested, yet it does not help.
You need to contact your bank again.
And the only way to speak to support is on the links given. There is no phone support.
If you've put in a ticket what was the number?
Hi Walter, I am facing the same issue. At any point, I have not upgraded my account to any subscription but a monthly fee was charged on my credit card and the invoice was sent to my spare gmail account which I do not regularly check. I have my own account for free Dropbox service under a different email address and when logged in to check, there is no subscription shown. I do not own any other Dropbox account including under my gmail account so I cannot access to such account to cancel the ongoing subscription. Can you check and clarify?
Hey @Pumin! Sorry for jumping in here.
Just to check all possibilities, can you please open an incognito window on your current browser and try to sign in to Dropbox with your Gmail address instead? You can also reset your password via the login page.
Are you able to access a separate Dropbox account after that, which has been upgraded?
Please let me know what you find and we’ll take a closer look.
