Child Item

I can't remove my credit card from my account, even though I've cancelled my Dropbox plan.

I cannot remove my credit card information from my account. I see this is a common issue on dropbox. And I know that even though I canceled my subscription I will be billed again next year for something I don't want. I find it outrageous that I have no control over my own credit card information. As far as I'm concerned this is being done on purpose so you can keep billing people who don't want to use this platform anymore. Maybe a class-action lawsuit is in order. Or maybe it's time to alert the press. It's unbelievable how many people cannot perform the simple act of removing their credit card info.

Find more posts tagged with

Cancellations

Payments

Billing

Promote

Comments

Nancy

Thanks for your post, @Tony888.

Since I understand you’ve already cancelled your Dropbox plan, can you clarify if you also received a confirmation of cancellation?

I’d also like a screenshot of what you see on this page.

Let me know when you’re ready, and we'll have a look.

Tony888

Attached are two screenshots of my canceled letter and my billing page. I don't why you have to do these piecemeal. There should be a button to remove or add ways of paying. Screenshot 2024-07-30 at 4.53.54 PM.jpg Screenshot 2024-07-30 at 4.57.18 PM.jpg

Nancy

Thanks for these screenshots, @Tony888! Can we log a ticket for you next, in order to check details of your Dropbox account and further assist with this?

Tony888

This is just ridiculous. I'm sorry I ever provided my credit card to such a **bleep** business.

Walter

I understand where you're coming from and I've also logged your feedback in our system @Tony888

If you'd like further assistance with this, please let us know so that we can reach out via email at this point.

Tony888

Sure reach out via email. But it shouldn't be anything difficult to do. Millions of websites are immediately able to handle these types of requests daily

Jay

Hi @Tony888, I've sent you an email, please could you reply to it when you get a chance.

Blako

Can someone help me remove my details from my ex husband account as once again I have been charged even though it's not his name on account/ card. When speaking to support before they are less than helpful. Can provide email address/ bank details etc this should be illegal!

Megan

Hey @Blako, sorry to hear about that!

It sounds like you already have an open ticket with our Support. Would you mind sharing it with me here, in order for me to locate it on our system?

Let me know more!

Blako

Hi Megan,
This would have been over a year ago, maybe two. I have asked my ex husband yo remove my bank details numerous times, but he hasn't. It wouldn't have my married name on the details, I can give you the email to which you could look further into this for me?

Megan

Hey @Blako, have you already 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.

If you've already done that, please pass the ticket to me in order to have a look.

Let me know more!

Blako

Hi Megan,
The billing tool- I don't have the same amount of numbers on my bank statement so it doesn't work. I'm at a bit of a loss, as I don't know how you can store and use my details for this many years (me and my ex have been separated five years!). This can't be possibly legal, I haven't put details in for a long time so surely it is a breach of gdpr? I can't find anyway of contacting anyone either. I want to get a refund as I don't think he even uses the account from what he says?!
Please can you contact me directly instead of through a forum?

Rich

@Blako wrote:
... I don't know how you can store and use my details for this many years ... This can't be possibly legal, I haven't put details in for a long time so surely it is a breach of gdpr?

It's completely legal and not a breach of GDPR. It's a subscription service, so it continues until cancelled, even if you change your card details (expired, new number, etc.). This happens because of the card account updater process, which your card company opts you into. This process automatically provides updated card details to merchants to help reduce the number of declined transactions should a card expire or be replaced.

I can't find anyway of contacting anyone either.

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

I want to get a refund as I don't think he even uses the account from what he says?!

https://help.dropbox.com/plans/refund

Blako

Hi Rich, I've already used this, hence why I was asking the staff if there is a Direct way to be contacted. Thanks for trying to help though.

Rich

@Blako wrote:
I've already used this, hence why I was asking the staff if there is a Direct way to be contacted.

You have a current ticket number? If so, reply here with it and a Dropboxer may be able to check on its status.

If you don't have a current ticket number, follow the process I posted above and be sure to enter an email address where you can be contacted in the Email address associated with the account field, and in the Other details field enter the actual email address for the Dropbox account.

There is no other means of contact.

Nautilus13

I just got charged $199 for a professional fee. It is even overpriced for what they advertise. I did not consent to. I agree on a class action lawsuit. Just change the card I guess before they charge. I cannot even call customer support. It is close to being a scam.

Rich

@Nautilus13 wrote:
I just got charged $199 for a professional fee. It is even overpriced for what they advertise. I did not consent to.

$199 would be the correct charge for the Essentials plan, assuming it's billed yearly and in USD.

Did you start a trial and not cancel it before it ended? If so, it automatically converts to a paid subscription at the end of the trial period. This is agreed to before the transaction takes place.

If you didn't start a trial, did you otherwise give your payment information to Dropbox? If not, use the credit card charge lookup tool to identify the account you're paying for and make sure it's one you recognize.

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.

0b0gp8crs

@Nancy I am having a similar problem for my account. I cannot remove or change the credit card. Would you be able to open a similar ticket for me?

Hannah

Hey @0b0gp8crs, sorry to hear about this.

Have you logged in to your account on a different browser or a private browsing window, to see if you get the same behavior?

0b0gp8crs

Yes. It behaves the same way in other browsers. When I click on an information box it says "For help updating your billing info, please contact Dropbox Support, which leads me to this message board.

Walter

Thanks for the update on this @0b0gp8crs

Would it be OK if we reached out via email to have a further look internally?

0b0gp8crs

Yes. Please do. Are you able to see the email address associated with my account?

Walter

Thanks for the cooperation @0b0gp8crs - I've just followed up via email to the email address that's linked to your profile here, on our Community.

Whenever you get the chance, please have a look at your inbox and we'll take it from there.