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How can I cancel a subscription without access to the account?

Hi Everyone, I need help to cancel a subscription made on an account of a company for which I don´t work anymore therefore I don't have access to the account anymore. The payment was on my personal bank but the account was from the company and is not active anymore. How can I get in contact with dropbox to fix it?

Thanks in advance!

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Accepted answers

Hannah

Hey @PieroNeri, if you don't have access to the account in question, but you have access to the bank details of the payment, can we reach out to you via email, to investigate?

All comments

Morgsy111

Hello,

I have recently finished with an employer. The work email has been deactivated so I can't log into cancel because the two factor code gets sent to the email that doesn't exist.....

How do I cancel if I cant log in??

Megan

Hi @Morgsy111, let's jump right into this!

I can help you with that! Would it be okay for me to reach out via email, in order for us to have a closer look into this?

Keep me posted!

Morgsy111

Yes please. My email is [email removed as per Community Guidelines]

Morgsy111

Yes, please contact me.

Megan

Hi @Morgsy111, I just sent you an email, I'll see you there!

Cheers!

kkrebs

I have the same issue, Can someone at Dropbox reach out so I can cancel the payments

Jay

Hi @kkrebs, 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.

MichelleDahl

Hey
I created an account month ago or 2? But im sure that after I created it that i used a wrong mail (Can't remember the mail) And i was like ''I will contact support later'' but forgot all about it. So now im paying for smth that I dont use and cant login 🙂 And maybe im blind or stupid, but i cant figure out how to get in contact with support.. Only the bot..

Rich

@MichelleDahl wrote:
So now im paying for smth that I dont use and cant login 🙂 And maybe im blind or stupid, but i cant figure out how to get in contact with 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.

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

JY1234

Hi Team, I have noticed there is some charges to our company credit card for those employees who has resigned How should I cancel the subscription to avoid additional charges or to request refund from dropbox? We do not know the credential they used and unable to login to the account to proceed for cancellation. We have the statement transaction ID and our credit cards details. Please assist in this case.

Megan

Hi @JY1234 , let's jump right into this!

I'd be happy to send you an email, in order for us to have a closer look into this. Should I go ahead?

Keep me posted!

JY1234

Hi Megan,

please go ahead to email me! thanks for your kind assistance!

Megan

Hi @JY1234, I just sent you an email, I'll see you there!

PETRANEEDSHELP

Hello.

Someone is using MY BANK DETAILS for THEIR account. 119€ anually I have been spending hours trying to reach a PERSON from dropbox, but I can only "talk" to a chatbot, who is of NO HELP.

The person, who is using my account is nit replying and I'm not willing to sponsor her.

How can I make this stop???

Please someone HELP ME with some useful information.

Megan

Hi @PETRANEEDSHELP, I'd be happy to help with this!

Can I send you an email, in order for us to have a closer look?

Keep me posted!

Sammy19

I would like to cancel my subscription I have tried on both the app and website to cancel it, which I wasn’t able to do and I have also spoken to your support team which says my problem has been solved but has not as I’m still being charged.

Rich

@Sammy19 wrote:
... I have also spoken to your support team which says my problem has been solved but has not as I’m still being charged.

What is your ticket number?

allanaust

Hi we have been charged $239.56NZ dollars for an account we would like to close. However it is associated with an old email address that no longer exists and i have been going around in circles all morning - at least 2 hours. They try and send a pin code to old email address (despite me telling robot chat it doesnt exist anymore) i need them to use my new email address to send pin to. We also have a dropbox Basic account which there is no charge for against my new email address. Frustration is building to say the least!!!! any help would be appreciated

Rich

@allanaust wrote:
Hi we have been charged $239.56NZ dollars for an account we would like to close. However it is associated with an old email address that no longer exists ...

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

mayelyn

We are having the same issues with our company credit card. We have 6 unauthorized accounts and don't have access to any of them. They seem to have been opened by a former employee. Please help us cancel these accounts.

Rich

@mayelyn wrote:
We have 6 unauthorized accounts and don't have access to any of them. ... Please help us cancel these accounts.

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

bcherowb

Hannah I am in the same boat as RonH1, please contact me on [removed per Community Guidelines]

Nancy

@bcherowb, I can see our social team has logged a ticket for you. They’ll look into your case, and respond as soon as possible in the same email thread.

Laura1998

Hi Hannah!

I am having the same problem!

I have a drop box subscription from my time with a company that I am no longer with. I do not have access to the email and am therefore unable to access my account.

I would really like to cancel my subscription. Can you please contact me or provide me with an email or phone number to call?

thank you

Megan

Hey there, @Laura1998, happy Monday!

Of course we can!

I just reached out via email, in order for us to look into this together. Reply back to me as soon as possible, and we'll take it from there.

Thanks a bunch!

DerekR

Megan i need help with the exact same thing. How can we get in contact to resolve?

Nancy

@DerekR, from what I can see, Hannah had opened a ticket for you back in July, but it was automatically closed as there was no response.

Can you please follow these steps and send me your ticket number here afterwards? I’ll leave a note to our support team on your behalf, so that they can further help as soon as possible.

Paulguar

I keep getting billed monthly on my credit card and when I login into Dropbox I can’t cancel subscription it asks me to upgrade only

Paulguar

I keep on getting monthly billed for a subscription I don’t use and when I log into Dropbox I have no occurring plans .
Could someone reach out to me to get this resolved asap

Walter

Hey there @Paulguar - sorry to hear about this.

Have you tried using our self-served look-up tool to identify which email address is associated with the charge you noticed?

If you did and still have issues or further questions, let us know and we'll reach out via email to the email address that's linked with your profile here, on our Community.