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How can I cancel a Dropbox subscription if I don't have access to the account?

Hi! I need help with my account. I have tried to find a way to contact a drop box representative and can't seem to. I had created a gmail account for the purpose of uploading some files for my work which is a non profit several years ago. as of the last 3-4 years, we no longer need or use the account, I have tried reaching out to drop box requesting the cancellation of account and charges to our organizational credit card however I haven't had success and they continue to charge us as a non profit. Last year I went on mat leave and some of our phone systems have since changed. Recently I tried logging in again to prevent further charges to our credit card, and I can't remember the correct password. It is giving me the option to only submit a previously used password or recover the password through a verification text to a phone number which is our office number, and that brings the caller to a menu of options for extensions, so even if a text was sent no one would ever get it. It will not give me another option and I need a way to get into our account to prevent further charges on us as a non profit. Thanks.

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Rich

@kristenbarnes wrote:
I have tried to find a way to contact a drop box representative and can't seem to.

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 sign in 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/sign-in-issues

courtj043

Hi, I was hoping someone would be able to give me advice. A former employee created a dropbox account and used the company credit card to charge their subscription. The employee is no longer at the company, but the account is still getting charged. Their email has been deactivated but we are not able to log in, or access the account to cancel the subscription or view the invoices. Since we can't get into the account we aren't able to cancel the billing, does anyone have any advice on how to contact Dropbox or get back into the account?

Megan

Hi @courtj043, welcome to our Community!

Since you don't have access to the account, we can help you cancel the charge linked to it, provided that you have all the necessary billing info. Can I send you an email, in order for us to investigate further?

Keep me posted!

courtj043

Hi, yes absolutely! My email is

[email removed as per Community Guidelines] - thank you so much!

Megan

Hi @courtj043, I just sent you an email, to your Community-linked email address.

Keep in mind that it's not the same email address you posted. Also, please don't post your email address on a public forum, for your own safety.

Respond back to me, and we'll take it from there!

GrahamP

Megan,

I am having a very similar issue. Can you please assist?

GrahamP

@megan I am having a very similar issue. Can you please assist?

GrahamP

A former employee signed up for Dropbox on the company card and we do not have access to the account. I would like to cancel the account and potentially open a new one.

I have payment info, but unsure of the email address associated with the account. Can someone please assist?

Jay

Hi @GrahamP, 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 the billing info.

Xtendamed

How do I stop my account as they company policy won't return my payments of $331.00. They won't respond as I don't have a active account.

Ironic isn't it. Legal ease to steal money from people who aren't computer savvy.

I have gone to cancel but I have no account. So how do I stop payment? I want to cancel my plan as it is of no use to me.

Hannah

Hey @Xtendamed, thanks for reaching to us and sorry to see you're having trouble cancelling your subscription.

Did you reach out to our support team about this?

If so, can you give us the ticket number for the communication?

gpioggia

How do I cancel a subscription I did not sign up for? Someone who worked here years before me created a Dropbox account which we pay for every month, but we do not use and do not want. That former employee used their own email and password to access the account. Any time I try to inquire about cancelling the account, I am asked to log-in.... it's crazy making and I've spent hours trying to reach a human to help me.

Rich

@gpioggia wrote:
How do I cancel a subscription I did not sign up for? Someone who worked here years before me created a Dropbox account which we pay for every month ...

Have the person that owns/controls the credit card contact Support.

Visit the Support page while 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

Alternatively, if they used a work email address, your IT group can likely gain access to the email address (or recreate it if necessary) so you can reset the password on the Dropbox account, then sign in and cancel the subscription.

gpioggia

Thank you! This is most helpful - should have come here first!

aluginbill

I have this same issue of a former employee signing up for drop box. We are still continuously being charged on the company credit card. How can I cancel this account with no access to the email. I have no idea which employee signed up for this account we have been getting charged for so long and our company is so large. How do I go about canceling this service. I wish there was a phone number on the website to talk to someone to fix this.

aluginbill

I have this same issue can you please assist me.

aluginbill

I dont see this "Other option"

Rich

@aluginbill wrote:
I have no idea which employee signed up for this account we have been getting charged for

You can use the credit card charge lookup tool to identify the account that you're being charged for.

I dont see this "Other option"

Make sure you're NOT signed in to a Dropbox account, including these forums. It's best to use an Incognito or Private browsing session to make sure you're not signed in.