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I've been charged but my account is still Basic

This morning I was charged 195 dollars for a yearly plan on Dropbox. When I checked I don't have a plan with Dropbox. I'm on the free plan which doesn't make sense. All the chats I had are basically because I can't talk to anyone about the problem. Can someone from the Dropbox team help me and give me an email address? I don't think I should be begging for Dropbox's help because it wasn't my fault my card got charged for a yearly plan that I don't have access to.

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Comments

Nancy

Welcome aboard the forum, @GHEKIT18!

Have you been billed for this Dropbox plan from Dropbox or Google Play/iTunes?

If this isn’t an in-app subscription, I’d like you to check your bank statement and see if there’s a 12-digit transaction ID linked to those charges.

In case there is, please visit this page and insert the transaction ID there. It should show you which account you’re being charged for.

Let me know how this goes, and we’ll take it from there.

Ginger22

I have the same problem except on my bank account that Dropbox charged I only have a 10-digit code so I can't get any information about this charge which I don't believe I should be charged as I don't have a subscription to Dropbox. And I can't get anyone to help me. At this point, I'm going to have to have my bank block any future charges from Dropbox if no one will help me with this.

Nancy

Hi @Ginger22, I’m sorry to hear about your issue.

Did you try inserting your transaction ID in the field showing here, and you get no results?

Let me know, and we’ll take it from there.

Ginger22

Thank you for replying! Yes I did try that but the transaction id in my bank account is only 10 digits so it does not work. I don't know what else to do.

Megan

Hi @Ginger22, I'd need some account-specific info in order to look into this for you. Can I send you an email?

Keep me posted!

Ginger1434

Yes you can email me. Am I correct that you work directly for Dropbox?

Megan

Hi @Ginger1434, you're correct.

I sent you an email, I'll see you there, cheers!

Em San

I’m having the same problem. Only 10 digits on my statement and I’ve had no help. I can’t look up the info using the card look up tool because it requires a 12 digit number. Hoping my bank can just handle it from here.

Megan

Hi there, @Em San , I hope you're doing well!

I'd be more than happy to help if you wish. I'd just need to open a ticket, and contact you that way, since we'd need to review some account-specific info.

Is that okay with you?

Keep me posted!

Philip F.2

I'm having the same problem. Could you contact me via email?

Philip

Jay

Hi @Philip F.2, you can contact the support team directly 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.

dappydarwin

I'm having the same problem but we don't have any credit card that would be associated with an account, just a bank card which isn't even the same number as when these charges started. Additionally, the email address that would have been associated with that card doesn't even have a Dropbox account. Transaction ID is only 10 digits. <--Why is this still an issue over a year later? Getting people caught in a Catch-22 for support is not a trustworthy service model.

Walter

Hey @dappydarwin - sorry to hear about this.

Did you try getting in contact with our team directly as my colleague Jay suggested?

Rich

@dappydarwin wrote:
I'm having the same problem but we don't have any credit card that would be associated with an account ...

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.

https://www.dropbox.com/support/billing-issues

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.

dappydarwin

Without the requisite information for those forms (CC and 12 digit code) they simply do not offer a solution.

Walter

In that case, may we reach out via email to the email address that's associated with your profile here, on our Community, to have a further look internally @dappydarwin?

dappydarwin

Absolutely! Any help is appreciated.

Nancy

Hi from me too, @dappydarwin! I just opened your ticket. Don’t forget to reply to it, when you get the chance. Cheers.

Samaahith

facing the same issue, even have a UTR transaction ID with this

Nancy

@Samaahith, did you upgrade your Dropbox account via www.dropbox.com?

Have you double checked if another Dropbox account, linked to a different email address, has been upgraded instead)?

Samaahith

Hi, yes I have made my upgrade through the same Dropbox account, which is my email ID, the autopay request has even deducted the money from my account

Hannah

Hey @dappydarwin, just to confirm, can you use our payment lookup tool, to let us know if the email address shown as linked to the payment, is the same one you use for your Dropbox account?

If it is, can we send you an email, to take a closer look?

Andalus Gate holding

I have purchased a Plus plan for my account and I have been charged the amount via SMS and it still has not been activated,
I want to talk to customer support but my account is basic and it says you are unable to.

What do I do?

Andalus Gate holding

When I try adding the transaction ID that is sent via SMS I get this message.

Can't locate transaction ID, please submit a billing help request

I would like to know if i am able to share the transaction ID provided in the SMS or not to the public

Mark

No, dont share it.

You will need to contact support for help at www.dropbox.com/support but make sure you are NOT LOGGED IN - even to here. Try using an incognito window and then the option to get help with account issues will appear.