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Forum Discussion

Joyful1's avatar
Joyful1
Explorer | Level 4
3 months ago

A surprise charge on my account of £95.88

I have a charge of £95.88 from Dropbox on my bank account.  As far as I can see on my account it is a free account and I have never made a payment to Dropbox before.  How do I arrange for this to be ...
Billing
cancellations
Payments
Refunds
Joyful1's avatar
Joyful1
Explorer | Level 4
Hi Nancy

On the bank statement it says Dropbox but when I go into the transaction there is no number to enter for the reference.

Not sure what I need to do now - do I need to contact my bank and register a fraud claim?

Thanks

Joyful1
Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff
3 months ago

Hey Joyful1, what I'd suggest in this case, is to contact our support team.

 

They'll be able to identify the charge and cancel the subscription.

 

You can contact them, by following these steps:

 

  1. Open a private browsing/incognito window and go to this page.
  2. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
  3. Fill out the rest of the form.
  4. Click "submit".

 

Let us know when you have your ticket number!

  • Joyful1's avatar
    Joyful1
    Explorer | Level 4
    3 months ago
    Hi Hannah

    I can’t even see the ‘I want to look up information related to’ option on the page you told me to go to.

    Thanks

    Joyful1
    • Hannah's avatar
      Hannah
      Icon for Dropbox Staff rankDropbox Staff
      3 months ago

      Hey Joyful1, did you open the link from an incognito/private browsing window on your browser?

      • Joyful1's avatar
        Joyful1
        Explorer | Level 4
        3 months ago
        Hi Hannah

        Yes I think I managed to do that bit. The window said private browsing when I had it open.

        Thanks

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