Child Item

My debit card is being charged and I want to cancel the subscription, but all my accounts are free

I am being charged on my debit card and I want to cancel the charges. All accounts that I have say there is no plan linked to them, so I don't know why I am being charged. There is nothing to cancel. I have had no luck in finding any cancelation button or customer support service to get in contact with. Please advise.

Find more posts tagged with

Cancellations

Billing

Promote

Comments

Rich

@Sarah carrier wrote:
I am being charged on my debit card ... All accounts that I have say there is no plan linked to them ...

Use the credit card lookup tool to identify the account you're being charged for.

Hannah

Hey @Sarah carrier , thanks for reaching out to the Dropbox Community.

If you use the tool that Rich mentioned and you find that it's an account you cannot access, please let us know, so we can assist you in cancelling it.

Sarah carrier

There are no associated accounts with [removed per the Dropbox Community Guidelines]. I know I canceled the subscription months back. I would like a refund and make sure this is canceled.

Hannah

Thanks for the update, Sarah.

Can I send you an email, so we can look into this internally?

Sarah carrier

yes

Hannah

Thanks!

Just sent you an email, so we'll continue there. 🙂

Chrissy_72

Same here. Been billed for months for a free (basic) plan..

Nancy

Hey @Chrissy_72! Thanks for posting on this thread.

The charges that you keep receiving, do they seem to be direct Dropbox payments or in-app ones (from Google Play/iTunes)?

Chrissy_72

It says

*Dropbox g.co/helppa Ca.

Not sure exactly

Megan

Hi @Chrissy_72, have you contacted your bank about this?

If you'd like to see the email of the account that the charge relates to, you can use our self-serve lookup tool: https://www.dropbox.com/payments/find_receipt

Should you need further assistance though, do let me know and I'll reach out to the email address you use for your forum's profile so we can have a further look into this with all of my tools available.

Keep me posted!

Chrissy_72

I already tried that.

Jay

HI @Chrissy_72, could you contact the support team directly? 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.

Berneen

Thanks Rich

I tried to use the credit card tool, but my bank statement does not have the 12 digit ID number they're asking for. It just says Dropbox JSDS and my credit card number....

any other advice on how to get help - it's been impossible so far

Berneen

HI Sarah. I have this exact problem and I'm really struggling to find help. Did you come right?

Jay

Hi @Berneen, thanks for the message.

Could you try to contact the support team directly using these steps I provided?

Berneen

I have been billed by DropBox for an account that has no login details. I have provided the credit card details (even though they debited it), together with the previous card's details (apparently where my login might be hidden). All I get is "we can't find an account attached to your email". I have sent many personal emails, corresponded with Jimmy and still no solution. Does anyone know an actual human who can take control of this error. I cannot get this debit reversed - which is tantamount to paying for something that cannot be provided.

Walter

Hi there @Berneen - thanks for bringing this to our attention.

Since you've already contacted our support team about this, could you please share your ticket ID so that we can look it up in our system?

Thanks so much!

Berneen

Thanks Walter

My ticket number is 24292893. I was dealing with Jimmy before he disappeared.

Thanks for your help.

Walter

Thanks for the ticket ID @Berneen

I can see that Jimmy provided you with an update on your ticket on the 30th of September and since there was no update for some time on that ticket, the ticket was automatically closed by our system.

Would you like me to open a new ticket for you from my end perhaps?

Berneen

Yes please Walter.

Jimmy asked for the credit card details on my expired card (thinking the account might be linked to a different credit card than the one that was debited?), which I supplied by return of email.

Walter

Thanks for the cooperation @Berneen

I've just sent you an email to please have a look at your inbox and we'll take it from there.

Megan

Hey @Berneen !

Did you have the chance to check, and reply back to the email my colleague @Walter sent you yesterday?