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Forum Discussion

cherylmartin10's avatar
cherylmartin10
New member | Level 2

Rich, using that link doesn't end up helping with billing issues because it requires a paid subscription to use options other than bots and those just continue to send the same links for help. 

What if someone actually has to talk to someone live??  Is that even possible?  I'm being billed monthly for a plan I don't have and I don't see an option to reach anyone to resolve it.

Do you have further suggestions?  Sure appreciate your help.

Cheryl

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hi cherylmartin10, if you're been paying for a Dropbox account, can you locate the account on the card lookup page?

 

Was the according to your bank statement from Dropbox, iTunes, or Google Play?

 

This will help me to assist further!

  • cherylmartin10's avatar
    cherylmartin10
    New member | Level 2
    2 years ago

    I ended up messaging on Facebook out of frustration and they linked me to someone who is helping me.  Thanks!

     

  • Viina8's avatar
    Viina8
    Explorer | Level 3
    2 years ago
    Hi Jay,
    I am experiencing the same issue - I have a basic plan but have been charged for $20/mo since Nov 2022. Can you please assist? This has shown up on my Albert budgeting app as well as my credit card statements.
    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hi there Viina8, sorry to hear about this.

       

      Do you happen to have another Dropbox account, associated with another email address of your perhaps? 

       

      Can you please let us know if you've tried using our self served look up tool to identify the email address that's associated with the charge?

       

      If you did and didn't get any results or you'd like further assistance, please let us know here and we'll reach out via email to investigate further. 

      • Viina8's avatar
        Viina8
        Explorer | Level 3
        2 years ago
        Hi Walter,

        I tried looking up the number using the tool but my statement shows a 25 digit number and not a 12 digit one. It does say Dropbox Sign, and I tried signing into my Hellosign account but don’t see any billing history there either. Please reach out via email to troubleshoot further.

        Thanks!

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