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Forum Discussion
Basic plan but being charged
I have been charged $20 for the last 3 months but I am on the basic plan. Why? And how can I get a refund?
- I have Dropbox basic. On my account it’s basic, says it’s free. Yet I noticed I am getting charged $20 monthly. No option to remove payment information. No option to cancel my subscription since I technically don’t have one. No phone number to call. Help?!
- Hannah
Dropbox Staff
Hi there, Juliebug2184, sorry to hear about this.
Is it a Dropbox charge or perhaps a Dropbox Sign one?
If it's a Dropbox charge, you may use our payment lookup tool; this should show you the email address associated with the payment.
Can you try and let us know what you find?
- That is not working. Keeps coming up with error message of put the credit card info in and I am.
- I’m on the basic plan but I’m being charged 23.45 every month. How do I make it stop??
- Rich
Super User II
Emhill58 wrote:
I’m on the basic plan but I’m being charged 23.45 every month. How do I make it stop??If you're on Basic but you're being charged, then you're being charged for a different account. Use the credit card charge lookup tool to identify the account, then sign into it and cancel the subscription.
If you don't recognize the account or you're not able to sign into it, then you'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
Hi there,
I've noticed that Dropbox has been charging me $119.88 annually, despite being on the Basic plan. This realization came to me suddenly this year, and upon further investigation, I discovered it also occurred last year.
I've been attempting to reach out for assistance, but each time I'm met with automated responses or chats that are eventually terminated. I'm eager to cancel my Dropbox subscription and would appreciate any help you can provide.
Thank you.
- Rich
shaurav wrote:
I've noticed that Dropbox has been charging me $119.88 annually, despite being on the Basic plan.
You either have a second account, or you've been the victim of credit card fraud. Use the credit card charge lookup tool to identify the account that you're being billed for. If you recognize it, sign in and cancel the subscription. If you don't recognize it, 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.
I was charged a fee to my credit card, yet when I look for the receipt, it states "No payment or billing activity". Please advise.
- Rich
TTB19 wrote:
I was charged a fee to my credit card, yet when I look for the receipt, it states "No payment or billing activity". Please advise.
What plan does it say you're on when you check your Plan page? If it says Basic, you're signed in to a free account. Use the credit card charge lookup tool to identify the account you're being charged for.
Hi, I have just been charged $187 for a Dropbox Plus account. This is happened for three years in a row now and seems impossible to sort out. When I lodge into my account, it is still showing as a Dropbox Basic account. My email address is obviously connected to another Dropbox account which I cant remember and have lost track of. How can I get this canceled without having to cancel my debit card to stop Dropbox swiping my bank account? Any suggestions? Thanks
Did you get a satisfactory resolution to this issue? I have the exact same issue and wondering whether worth attempting to sort out.
- Hannah
Hey dragon user 2, thanks for the nudge here.
If you're paying for a subscription, but you're on the Basic plan, you're probably paying for a different account.
Are they credit/debit card payments or through iTunes/Google Play?
- Hannah
Hi everyone
I have been charged about 15 dollars a month for a year but have no plan subscription. As I do not have a plan subscription, I can't get any help from dropbox but an avatar chat. There is also no transaction ID on the credit card statement and no payment info on the dropbox page of my user account. How do I get this charge cancelled? My credit card company said it has to go through dropbox.
Thanks for your help.
Even though I use dropbox basic, dropbox charges my bank account 11.99 euros per month. I also checked that I don't have another account connected to dropbox. What can I do in this situation?
- Rich
Jakub Mendyka wrote:
Even though I use dropbox basic, dropbox charges my bank account 11.99 euros per month. I also checked that I don't have another account connected to dropbox. What can I do in this situation?
Use the credit card charge lookup tool to identify the account you're being billed for.
Failing that, 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
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
I have been charged on the 8th of the Month since December for a Professional Account. Then on March 8th I was both charged and alerted that I am out of room. I logged in and found that my storage space has been reverted back to the free Basic account and I'm being asked to upgrade. The account tab further informs me that "recently cancelled" and there is no record of the charges going back to December.
If I cancelled, why was I charged?
If I was charged, why is my storage space back down?
Because I'm no longer have a paid account I can't access a human being to discuss this. The bot and the help pages are asking me to verify the charge with a code that's supposed to appear on my credit card statement, but does not.
This is my last effort to sort this out before reporting the last four charges to my credit card company as unauthorized charges.
- Hannah
Hey sonyat23, thanks for reaching out to our Community.
It sounds like you might be paying for a different Dropbox account.
Are these payments credit card ones? Or through iTunes/Google Play?
If they are credit card ones, please use our lookup tool, to see which email address is associated with the account you're paying for.
Let me know what you find.
I am using a credit card (as stated).
The lookup tool does not work as my credit card statement does not have the required code /transaction ID (as I stated).I have no other accounts with Dropbox.
- Rich
JaGatorEd wrote:
I have been charged $20 for the last 3 months but I am on the basic plan. Why? And how can I get a refund?You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
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
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!
This is helpful because I have the same issue. I wrote a few minutes ago and you responded by I couldn't reply because it timed out. My account shows basic, but I've been charged $19.99 for two months. I'll try the support link you suggest. It's extremely difficult to get any live help and the instructions and ticket options end up taking WAY too much time! Thank you!
