I got an email saying my trial ends soon and I'll be charged, but I've already cancelled it.

Question

I just received an email from you regarding a "Free Trial" that will be terminated on May 13th, but on April 13th I've cancelled this trial and received the email confirmation about this, so I thought I wasn't in the free trial anymore, but then this email is sent to me and I don't really know what to do since this should be cancelled already or I at least thought it was already cancelled.

Below is the screenshot that proofs the email confirmation I received last month regarding the cancelled trial ↓

And below is the screenshot of the email I received some minutes ago:

I look forward to your feedback and support on this.

Kind regards,

Bianca

Megan · Answer

Hey there, @biancasantiago!

After checking your account's plan tab and all the info you've provided, it looks like your trial has indeed been cancelled. In that case, you can safely ignore that email, as it might be a one-time false alarm.

If you need something else, please let me know and I will be more than happy to help every step of the way.

biancasantiago · Answer

Hi Nancy,

Yes, I received both emails in the same email address that is the only one I use in my current Dropbox account and followed these same steps to cancel the trial or at least, managed to cancel through my account settings.

Attached is the screenshot that shows what happens after I click “Manage your trial” link, as requested.

I'd really like to understand please why I received this email reminder today once it was already cancelled, so if you can provide further info about it, I really appreciate.

Looking forward to your feedback.

Thank you and best regards,

Bianca

Nancy · Answer

Thanks for posting about this on our Community, @biancasantiago! Let’s have a look together.

First off, can you confirm whether you received those two messages at the exact same email address? Did you follow these steps, in order to cancel your trial?

If you click on the “Manage your trial” link that appears in your second screenshot, what do you see then?

Finally, I’d like a screenshot of what you see under your “Subscriptions” page here.

Give me a nudge, when you’re ready.