does anyone have a direct phone number or at the least a direct email for dropbox. i need to get in contact with them asap and have ran circles around the website trying to find support.
Hey there, @npp26, sorry to hear about that!
I was able to locate your ticket number reference, and handled your case. Take a look, and let me know if you need anything else.
Thanks!
Hey @lmich12, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
Hi @Bre14444, let's jump right into this!
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!
You need to contact your bank - somebody has stolen your card details and so they need to stop it and change it. If they are doing it here, they'll do it elsewhere.
Sorry to hear that, @Todd54.
I moved your post to a thread with some info on how to contact our support team, so make sure to check that out as well.
Hello,
I downgraded my plan from Premium to Basic in March of 2022. According to my Dropbox account, the last charge to my bank account occurred on 2/20/2022. This charge appears on my bank statement, but I have been billed $12.74 on the 28th of each month since then even though my account should now be free.
My Dropbox account is recognized as Basic (free) within the Manage Account tab in my Dropbox profile.
The chatbot has not been very helpful, so I would really like to get in touch with someone to solve this issue and hopefully request a refund.
Hey @nicrob16, let's jump right into this!
Can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?
Let me know what you find and we'll take it from there.
Hi Megan,
Thank you for helping me out! I do not have a 12-digit code. I only have access to the code on my bank statement. When I select the link to "billing help request", it just takes me back to the page with Dropbox Support options so I haven't been able to figure out how to actually submit the billing help request.
It isn't impossible that I had another email address associated with Dropbox at some point, but I have only been charged for one Premium account per month even when I actually had the Premium account and I definitely have not created another Premium account through a different email address since I started receiving unauthorized charges.
Hey @nicrob16!
I can definitely help you out with this. If you don't mind, I can open a ticket on my end for you in order for us to have a closer look.
Are you okay with this?
Hey @Laureenn, thanks for posting here today!
Would you mind checking if the ticket number you've provided is correct and that it has all the numbers correct?
I'm asking because I just checked on our system, and couldn't locate the ticket number, or any other linked to your Dropbox-Community linked email address.
Let me know more and we'll take it from there!
I am billed monthly however I can confirm the only account I am aware of is a free basic account. The second account in the household was canceled yet the monthly charge still comes around and I have NO idea if a second forgotten account exists. How do I stop the charge for a subscription we do not use?
Sadly, I have a billing error, which I also can't address as Dropbox has made it impossible for account users to contact them. So basically, they can receive money without any consequences. I can't believe this service is not monitored or audited by governing bodies.
@BryanO wrote: Sadly, I have a billing error, which I also can't address as Dropbox has made it impossible for account users to contact them.
Sadly, I have a billing error, which I also can't address as Dropbox has made it impossible for account users to contact them.
You 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.
That sounds great - thank you!
Hey @nicrob16, I just sent you an email!
I'll see you there, cheers!
Hi Megan, the charge only says "Google*Dropbox followed by a phone number CA. When I call the phone number it is an endless cycle of a phone tree to nowhere.
If you're using a Basic account there's no phone Support available on our end at least @lmich12.
Did you have any luck with the tool I provided earlier?
In any case, 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.
Hi, Megan, I have the same issue. I have three transaction ID that has an email address not belonging to me: removed I am paying someone
else account for three months. Please help.
Hey @StellaQ, welcome to our Community!
Have you tried using the steps provided above, in order to contact our Support team and open a ticket on your end, by any chance?
Thank you!
I am also having trouble cancelling. My situation is a little different, but equally infuriating. I had automatic renewal for my subscription while in grad school. My account was under my school email address because I was using Dropbox for my doctoral dissertation. After I graduated, more than a year ago, my school took away that email address. I couldn't cancel Dropbox through that email, and I've tried calling Dropbox multiple times but don't get a live person. Last week, Dropbox took 214.92 out of my bank account at the automatic renewal time. I called again and again to try to fix the situation. The automated message said I'd have to log in. I can't with that email address! I don't have access to that email account anymore! I had a free Dropbox account, so I tried to access Dropbox help through that, but I could only do the typed chat through the sales department, and they said they had no way of connecting me with billing. They did, however, help me to make a help ticket, but it's been a few days now, and I've heard NOTHING. It seems only right and fair for Dropbox to refund me the 214.92 since I haven't used it for more than a year and because I had no way of cancelling it, either through my school email or over the phone. Getting help from Dropbox has been like repeatedly running into a brick wall. Beyond frustrating. I need this money back in my bank account. I hope someone at Dropbox is reading this and will look up my tickets and help me. There has to be a way to get my money back plus stop future automatic take outs. If you are a potential customer reading this, DO NOT sign up for automatic renewal. You'll get burned. I learned my lesson the hard way. 😞
Hey @jjb512, thanks for posting here!
I definitely see where you're coming from and I was able to locate your ticket number reference. Hang tight, and agent will be with you shortly.
Hi, @Megan. You sounded reassuring that I would get some help, but it's been six days and I haven't heard anything. Could you please tell me where in the process my ticket is? Would you please expedite the process?
Hey @jjb512!
I can see that the agent replied back to your ticket number but it seems you haven't responded in order to provide the needed info.
Did you have the chance to review their message?
Where is the message? It isn't in my email. Where do I find it?
@jjb512 wrote: Where is the message? It isn't in my email. Where do I find it?
It would be in your email. Be sure to check your Junk or Spam folders, and if you use a mail provider like Google or Microsoft, try searching your entire mailbox for Dropbox as some providers like to think they're smart(er than you) and filter messages for you.
I just looked in my spam/junk and searched my entire mailbox. It's not there. What is the subject line? Maybe that would be helpful.
Hey @jjb512 - sorry to hear you're having issues with this.
If you're still unable to find your previous ticket in your email's inbox, would it be OK if we opened a new one for you using the email address that's linked to your profile here, on our Community?
