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Forum Discussion
Being charged for an unknown account
Hi all,
I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.
We think it might be an ex staff member who paid...
Rum-SMK wrote:
How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
You can use the credit card charge lookup tool to identify the account you're being charged for. Once you've identified the account, you can sign into it if you have access to the email address associated with the account. Reset the password if necessary. A refund likely won't be possible, but you should be able to cancel the subscription. If you can't access the account, contact Support to cancel any future charges.
Nancy
Dropbox Staff
Dropbox StaffSorry to hear this, dengmam.
From your post, it sounds like you’re being billed for another Dropbox subscription, indeed.
Have you tried inserting your transaction ID here, to verify the Dropbox account in question? Is it the same as the one showing here?
If not, please try logging in to Dropbox with the correct email address, and let me know if you can cancel your plan now.
it is not working. If i enter the transaction id and correct credit card details I get following notification; pls enter the expiration date and four last digits of your credit card number. I don't know to which account these changes are related, hence i can not log in. Most likely an old private or personal email i don't have access to anymore.
- Megan
Hi dengmam, sorry to jump in here!
What happens when you try to input the info asked? Have you tried that?
@megan: as mentioned in my comment - I get following notification; pls enter the expiration date and four last digits of your credit card number. I enter the correct details but the message stays.
- Walter
Hey dengmam, sorry to hear you're still having issues with this.
I'd recommend getting in touch with our support team directly for further assistance on this.
To do so, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.
Once you do this and get a ticket from our system, feel free to share your ticket ID with us so that we can look it up as well.
