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I'm still being charged for an account I deleted a year ago and I can't contact support.

I accidentally deleted a dropbox premium account a year ago before stopping the payed premium subscription. Recently discovered I have been getting charged over $20/month for the past year as a result, but cannot contact support because the account no longer exists. I recently made a free account to contact support, but now cannot contact a Dropbox representative to cancel my deleted account subscription (and don't want to start another payed account). I am trying to stop the payments on the deleted account (payments through Paypal) but not sure what to do now-- need some help!

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Comments

Jay

Hi @kc879, thanks for bringing this to our attention.

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 your billing info.

Keep me updated with any progress!

kc879

Thanks! I was directed to a numbered ticket but with no specific instructions, it just told me I could reply to the email (DropBox Support). So I re-sent my original request to this email. Will this go directly to a DropBox team member to help?

Jay

Do you have the ticket ID number from your automated response in order to locate it on the system?

kc879

Yes ticket ID #24092998

Walter

Hey @kc879 - thanks for the ticket number.

I can see that it's been closed now, so may we open a new one for you from our end, using the email address that's linked to your profile here, on our Community?

kc879

Hi Walter-- yes you may, thank you.

kc879

If you are opening a new account will this still be tied to the account I am paying for that was deleted so I can cancel the subscription?

Nancy

Hey @kc879! Hope it’s OK to chime in. Can you please clarify what you mean by your last post?

What we can do currently is to send you an email to the email address you see here, so that we can look into this further (we can’t email you to any other email address than the one tied to your Community profile).

When on ticket, you can provide me with your PayPal ID and I’ll see what we can do in this case.

Please reply to my email, when you get the chance. Cheers!

kc879

Hi Nancy,

Missed this! Would you mind re-sending the email / opening back up this ticket? Would like to cancel my account asap as I have been charged another month. Thank you!

Nancy

Hey @kc879! If you go to your email address and locate the previous ticket I logged, are you still able to reply to it? If yes, a new ticket should be generated automatically with a new ticket number.

kc879

I was not able to reply to it, the email I received let me know that the email would be sent to an unmonitored inbox and would not be answered by the dropbox support team.

Megan

I just created another ticket on my end for you @kc879.

Please reply back as soon as possible, and we'll take it from there. Thanks!