Having trouble cancelling my trial and deleting my account

Thanks for trying, @Rachapong!

Can we send you an email, so we can take a closer look into this for you?

All comments

Rich

Rachapong wrote:
So, when I click on "Manage subscriptions" button, It'll redirect me to the Subscriptions Page and there's no Cancel trial button were found.

How did you upgrade your account? Was it through the Dropbox website or through a mobile purchase on the Apple or Google Play stores?

Can you provide a screenshot of your Plan page so we can see what plan you're on? Be sure to mask any personal information.

Rachapong

Thanks Rich, I think through the Dropbox website because I got the trial license from new-buy Seagate External HDD.

Here is my screenshot

Hey @Rachapong, sorry to see you're having this issue.

If you login to your account from a different browser or a private browsing window, do you get the same behavior?

Rachapong

Thanks Hannah, Yes still the same reference to the pictures below

I try to login in incognito mode. and have tried with MS Edge also same.

Thanks for trying, @Rachapong!

Can we send you an email, so we can take a closer look into this for you?

Rachapong

Yes sure and I appreciate your help for letting Dropbox Support reach out to me Hannah.

Right now, Support has been assisted me to process cancelled trail from the back-end.

@HannahI am having the exact same issue as Rachapong. Also tried different browsers, on and off private mode.

Can you please help? I have screenshots ready to send in email with support.

Hey @meetmagdalene, sorry to see you're having trouble cancelling your Dropbox trial.

How did you initiate the trial? Also from our website or from the Dropbox app on your mobile device?

Hannah wrote:
How did you initiate the trial? Also from our website or from the Dropbox app on your mobile device?

I do not have a good recollection. I believe it was via the Dropbox app/on my phone since the trial was via the Apple app store and under my apple subscriptions list.

To be more specific. I am not having trouble cancelling the trial or my subscription.

I am not able to delete my account. This is the step that I cannot complete on my own as it would seem.

Jay

Hi @meetmagdalene, just for clarification, you've cancelling your trial plan, and you're requesting to delete your account entirely, is that correct?

What error do you get when deleting your account via a desktop browser using these steps?

I am having the same issue currently. I got a Dropbox Basic Backup subscription plan with a Seagate hard drive (never ended up using the plan) and there is no option to cancel it on the website. I never downloaded the app. Please solve this issue. Thank you

Hey @EdenM! Can you send me a screenshot of what you see on this page?

Here. I've tried it from various browsers and incog as well.

Megan

Hey @EdenM, let me jump in here!

Based on the screenshot, it looks like you're on a Basic, free plan at the moment. I don't see any trial there.

Is it possible that you're accessing a different Dropbox account, hence you don't see the subscription there?

Have you tried to contact Dropbox Support directly for this, since they have more tools in order to investigate?

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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

Hi, Please read the first sentence entirely. It says ' Renews on at €6.99 (with add....'

This is the correct account.

The only issue here is how Dropbox does not have a cancel subscription button and customers have to chase down support pages for the same issue.

@JayAccording to my apple subscriptions list I have successfully cancelled the trial plan, but when I go to try deleting my account (yes deleting my account entirely) it does not allow me because it complains I still have a subscription or trial, one or the other.

See my screenshots. They match the OP's almost exactly.

Walter

Hi @EdenM & @meetmagdalene - thanks for the additional information.
May we reach out via email to have a further look internally at this point?

Yes please I need help

Walter

Thanks for the quick response @meetmagdalene - I've just followed up via email so please take a look at your inbox and we'll take it from there.

Hello can I get some help with this?

Walter

I just sent you an email to investigate as well @EdenM - whenever you get the chance, have a glance at your inbox and we'll pick it up from there.

Perfect. Thank you for canceling it from your end. My issue has been resolved. Hopefully, this bug can be fixed by including a cancel subscription button.

lguenther1

I'm having the same problem (Seagate backup trial, won't allow me to cancel), could I get an email to cancel?

Hey @lguenther1, can you send me a screenshot of the options you see here, when trying to cancel your Backup trial?

aryankkkkkkkkkkk

i am having same issue aswell, i tried all browsers and different devices, it doesnt show me cancel button. Why is it so hard to cancel a plan

aryankkkkkkkkkkk

no cancel button.

@aryankkkkkkkkkkk, which platform did you use to upgrade your Dropbox account originally? Was it www.dropbox.com, or Google Play/iTunes?

aryankkkkkkkkkkk

it was dropbox.com only