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Forum Discussion
Cancel subscription for account I can't access
Hi there,
I have 2 dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer have access to it. I remember the password, but when i try to send in, it is sending a verification email to my old work email address. I need to cancel the premium Dropbox subscription on the account and delete the account. How can I do this without having access to the email address?
- Hannah
Dropbox Staff
Hey emmsheridan, thanks for posting to our Community.
While it's not possible for us to delete the account on your behalf, we should be able to help you cancel the subscription.
You can reach out to our support team directly for assistance.
To do this, open a private browsing/incognito window, go to this page, fill out the form and submit your help request (make sure to use an email address you have access to).
Once you have your ticket number, please send it to us as well.
Thanks!
I have a plan under my email [removed per the Dropbox Community Guidelines] That email is no longer active and the plan admin left the company years ago. I am being charged monthly for a plan I don't use. It is very frustrating. Dropbox should have human beings to help.
The link you sent is useless. It does not point to any form to be filled in.
@Simina1 I am just going to try to stop payment through my credit card. This is crazy. I will never get a paid dropbox account again!
- I have te same problem. This is the
Ticket #23285283
The mail I am receiving is asking me to log in but that is not possible! Please help.
Hannah, "I want to look up information related to:" asks you to sign in to your account. When I do sign into the account I do have access to, the link you shared directs us to another general support page with links to articles - nowhere to submit info.
- Hannah
Although I understand where you're coming from, unfortunately, proof of payment does not equal proof of ownership in this case.
Only access to the email proves that someone is the owner of an account.
However, would you like us to send you an email to the address associated with your Community profiles here, so we can investigate each of your cases further?
The link is not working
- I’m having exactly the same problem. I can’t find any way to access my other account. I don’t mind paying the monthly subscription but I’m not going to pay for an account I can’t access.
Why can’t I prove it’s my account using my bank details? Why can’t dropbox send a reference number with my next deduction from my account so I can quote it back to prove it’s mine or alternatively delete my account?
Are Dropbox’s legal team aware they may be in breach of GDPR by failing to let people update their information?
Dropbox sort out your service or get ready for customers to abandon you as your reputation spreads!
Hannah, you’re sending people to dead links. - Emma, after looking everywhere for an answer, I’ve ended up blocking Dropbox from taking money from my account.
I didn’t mind paying the fee for the service but Dropbox wanted me to pay without allowing me to access my account and hence service.
This obviously means I’ll never be purchasing a service from Dropbox again.
I think those of us who’ve faced the same problem are wasting our time trying to do our best to jump through hoops to resolve the problem. Clearly Dropbox doesn’t care about its customers. - I am in a similar situation and cannot cancel my account. I have already been charged for one year that I did not access the account and the second year is coming up. Please help, support team!
- Megan
Hi there, Rgdamian, I'd be happy to help!
Have you tried to contact Dropbox Support directly for this?
You can 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.
Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.
Let me know more!
- I’ve sent a request via the support page and there was no ticket number I received. It stated that I would get a response in a few days, but where is that response being sent to? The email I do not have access to anymore (and the one the support form wanted me to type in)? I added my personal email in the notes, but I’m not certain I will get a response at my personal email address.
I am hugely frustrated at the lack of support from Dropbox who are happily taking money from me from an account I have not had access to for 2+ years. There is no one to call or e mail and all other community and support centers do not offer the help. I do not have access to the e mail. I do not know the password. I am discussing with my bank tomorrow to follow up with these fraudulent withdrawals
Someone from Dropbox please contact me
- Rich
Super User II
RC50 wrote:
There is no one to call or e mail and all other community and support centers do not offer the help. I do not have access to the e mail. I do not know the password.
You 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.
- Hi
Thanks for your help but nothing on that page is helpful. The first thing it asks me to do is sign in which I can’t as I don’t know the password. The second thing is a credit card checking tool which doesn’t work as my bank reference is only 10 digits so back to square one
