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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.
I thought I had downgraded to a basic plan. I just got billed again on a card I had closed which then had me overdrawn. I went to be sure my dropbox subscription is canceled and there is nothing to cancel so why am I still getting billed? Please help there is no link anywhere on this site to help me. Thank you in advance.
- Megan
Dropbox Staff
Hey Kristen3, sorry to hear about this.
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charge in question?
That'd help us check if you have two accounts.
You can also check your plan page, to see if you're using a Basic, free plan or a paid one.
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
Thanks for reaching out Megan. I did look at the billing and the number after the charge wasn't 12 numbers and letters long so that didn't work. I looked at the plan page and it says a basic plan and yet I keep getting billed and that is the issue there is nothing to cancel and I thought I had canceled it yet still the fees. And the form you attached just leads me back to the page where I submitted this on the community page so I am back to square one again.
