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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 for the account and didn't cancel their subscription before leaving.
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.
Thank you.
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.
I recently received a message from PayPal saying I have been charged £95.88 by Dropbox International. While I do have two Dropbox accounts - one for work and one for personal - they are both basic, free plans. I have checked the 'billing' page for both accounts and neither of them show an invoice or any reference to this charge.
I note that £95.88 is the current cost for a Plus subscription, but I don't appear to have that on either account.
Who can contact me, or who can I contact to, have this explained and/or resolved? I see that others have had similar ghost charges - I wonder how widespread it is?
- Nancy
Hi Craig19! Since this is account/billing-specific, I suggest reaching out to our support team instead, so that they can take a look.
Here’s how:
Open another browser on your computer, and make sure you’re NOT signed in to ANY Dropbox account.
Go to this page, and select an “issue type”.
Enter your information, make sure that you enter an email address that you currently have access to, and submit it.
You will then receive a confirmation email that will have a ticket number.
Please send me your ticket number here after that.
Hi, Ticket number 22942134
- Money is being charged monthly from my account although I don’t have a subscription. What can I do?
- Rich
Super User II
Mikael0826 wrote:
Money is being charged monthly from my account although I don’t have a subscription. What can I do?Use the credit card charge lookup tool to identify the account you're being charged for. If you don't recognize it, 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.
I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
- Rich
Kristen3 wrote:
I have no idea how to cancel a subscription I do not have. But I am getting billed monthly. Can someone please help.
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.
I have the free subscription, but for the past two weeks there has been a charge of 127.79 attempting to be taken from my bank card on file. I can't get in touch with a live person on the phone or chat in order to straighten this out. PLEASE HELP! Thanks!
- Nancy
King316, if Dropbox is trying to bill you for a subscription, and your current account is on the free Basic plan, then it’s quite possible you have a separate Dropbox account under a different email address.
Besides the email address showing here, do you have any other emails that you can check?
If you also look at your bank statement, is there a transaction ID linked to these charges or not (as I understand the transaction isn’t through just yet)?
I've tried 2 other email addresses, is it possible for you to verify them for me? The password reset email is not going to them and it's not in the spam/junk folders either. So I don't know which email it could be..but I need that cancelled..I have a free one already!
