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How to cancel my subscription?

Dear Dropbox Community,

I can not figure out how to cancel my $22/mo. individual plan, which I not longer use. I have logged into my account via both the web and Android app and still can not cancel it. Very frustrating. And I can not locate a phone number, chat option or email to get help from Dropbox. I am sure Dropbox is a fine company with a great product. But, I not longer need it. I would be MOST appreciative if anyone can tell me how to cancel my account. My most recent charge on my credit card was yesterday, Oct. 31. Would love to get a refund, but I am not sure that is possible.

Many thanks.

Sincerely,

Steve

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Megan

Hey @Brendan Fanning, let's see what we can find together about this!

What kind of charge was this? A credit card one or an iTunes/Google Play one?

Have you tried our payment lookup tool, to see which email address this payment is linked to? I'm suggesting this, in case you have a forgotten Dropbox email that's subscribed to Dropbox.

Let me know how it goes.

All comments

Megan

Hey @chap2355, let's jump right into this!

May I ask how you had upgraded your account in the first place? Was it through an app store on a mobile device or via the website directly perhaps?

Is it possible that you're looking at a different Dropbox account that's currently Basic, hence you can't cancel it?

I'll be waiting for your reply!

chap2355

Dear Megan,

Thanks so much for your quick reply! I was making a mistake by logging into a previous trial account under another one of my email accounts; and thus, the cancelation option was not present. I then logged into my current paid account and was able to cancel it.

Thanks again for your quick reply. This is a great community as evidenced by your thoughtful assistance.

Sincerely,

Steve

Megan

Hey Steve, I'm so delighted you were able to figure it out.

If you ever need anything else, just give me a shout. Have a lovely weekend ahead,enjoy! 👻

lgrohs

Please provide me with a customer support number so I can talk with a person to simply cancel my account. I can't afford to spend any more of the rediculous amount of time I have spent trolling thru countless help pages and using dropboxes own instructions I still cannot find an option to cancel. I'm beyond frustrated and tired of paying hundreds of dollars for something I haven't used in many many months.

I need to SPEAK with a human to get this done. No more following link after link, help page after help page only to find out that I can not find a way to cancel either online in my account or find a support phone number. Frankly it isn't funny anymore and makes me feel like I am being scammed. And it is clear to me that Dropbox KNOWS it has purposely made it extremely difficult to cancel. It borders on the criminal.

PLEASE HELP! ALL I NEED IS A PHONE NUMBER TO CUSTOMER SUPPORT/SERVICE. PLEASE!

Walter

Hey @lgrohs - sorry to hear you're having issues with this.

Just to make sure we're on the same page, can you clarify what plan you're on at the moment?

Also, did you upgrade via the website directly or maybe through the app store on a mobile device in the first place?

lgrohs

I downgraded my account recently to basic, at least I believe I have. And while I have been on my account recently via my mobile deleting as many files as I could, I believe I downgraded on my laptop? I didn't get my subscription thru the Google playstore. I just want to make sure I won't be charged again for anything if I can't cancel my subscription somehow. I don't know why it is so "mysterious" to do something that should be so simple. Can you verify for me that I won't be charged anymore. I haven't used the account to actively backup anything since 2023 I believe.

Thanks for reaching out but I need to be done with this as I simply don't use it and won't be going forward. The laptop I signed up with I don't have anymore so I hope they won't be another challenge.

Thx

lgrohs

Why can't you simply cancel my subscription yourself? I seriously don't want to devote any more hours to this mysterious process.

Rich

lgrohs wrote:
I downgraded my account recently to basic, at least I believe I have.

Did you check your Plan page, as Walter suggested? It will show you what plan you're on. If it says Basic, you won't be charged for that account.

lgrohs wrote:
I don't know why it is so "mysterious" to do something that should be so simple.

There's nothing mysterious about it. Just check your Plan page to see what plan you're on. If it says Basic, you're done. If it says something other than Basic (Plus, Professional, Essentials, etc.) then you can cancel the subscription at the bottom of the same page.

lgrohs wrote:
The laptop I signed up with I don't have anymore so I hope they won't be another challenge.

That doesn't matter. You don't need the original device that you subscribed from.

lgrohs wrote:
Why can't you simply cancel my subscription yourself?

Because this is a public-facing community forum, not Support, and the people here don't have that level of access into your account. If you want someone to look at your account, then you need to contact Support directly.

To contact 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

Brendan Fanning

Hi, like prev folks here the exit route is torture. I was charged a few days ago for Dropbox subs even tho my plan status says Basic and free. When I try to cancel the option to escape doesn't appear...suggestion I registered initially via phone, is not the case. Cos It's basic I can't access customer support or email support...just the bot!

Help!

Megan

Hey @Brendan Fanning, let's see what we can find together about this!

What kind of charge was this? A credit card one or an iTunes/Google Play one?

Have you tried our payment lookup tool, to see which email address this payment is linked to? I'm suggesting this, in case you have a forgotten Dropbox email that's subscribed to Dropbox.

Let me know how it goes.

Brendan Fanning

Hi, thanks - it was by paypal whose transaction ID is more than 12 characters so doesn't fit the look-up tool..