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Forum Discussion
Can't access my old email, need to cancel subscription
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 have forgotten the password to the account and can't reset it because I don't have access to the email. 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? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account.
- Hannah
Dropbox Staff
Hey kle081, thanks for reaching out to the Dropbox Community!
Not to worry, I can help you cancel your subscription, even though you don't have access to the account in question.
Do you mind if I send you an email to the address of the account you have here on the Community?
Let me know.Hi:
I have this exact same issue. I have two dropbox accounts, one for an old work related email I no longer have access to. Can a Dropboxer please contact me to help with this?
"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 have forgotten the password to the account and can't reset it because I don't have access to the email. 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?"
- Megan
Hey there, phillsar86, I'd be happy to explain!
This probably happened due to the end of our support for free teams. You can read more about that here.
Basically, in order for you to be able to pair two Dropbox accounts, you would need a personal account (Basic, Plus, Professional) and then a paid Business plan.
I hope this clarifies.
Hi Hannah,
I'm having the exact same issue. I've got an account linked to a long-defunct email from a company account that no longer exists, which I'd really like to get access to and manage. Can I get the code it keeps asking for sent to my personal email?
I had two email accounts, one I can log into but appears to have nothing in it and I don't believe I'm being billed for it, and another under another email address that I cannot access as when I try I get a message that there is no account for that email address. However, I have been billed $19.99 monthly for the last several years for absolutely nothing. I have tried to reach a live person to address this and this doesn't appear to be possible. I hope you can help close the account. Thank you.
- Walter
Hey CarolLight13, sorry to hear you're having issues with this.
May I ask if you've tried our look up tool to identify the email address that's associated with the charge in question?
I am so sorry to repost this same question, but have exhausted myself and all other options. They can't help me from chat. I have the same situation of a second inactive account, possibly from an old employer/ email address. I can supply the potential previous addresses, but I've changed jobs so many times that I'm not even sure which. Please, I need to stop this endless drain of $11.99 on an account I no longer use. I have tried using the "find account" interface by entering the transaction code from my bill, but this interface is not working. I've tried Chrome and Edge and always get the error "enter last 4 digits of credit card," which I have already given in that field. There is a 12-digit code on my credit card bill, but only a 10-digit code on my debit/ checking account bill, so that interface won't accept the 10-digit code anyways. I don't know which one of these codes is from my active account that I want to keep and which one is from the inactive account I want to close. This seems like a super common problem that I wish Dropbox would have some way for people to more directly resolve, rather than having to publicly bug people through the community, when instead it should just be an option pathway in "contact support." Thank you in advance for reading my message.
- Walter
Hi macgrm01, sorry to hear you're having issues with this.
Would it be OK if we reach out via email to have a further look internally?
Let us know and we'll use the email address that's associated with your profile here, on our Community.
Thanks!
PS: You should be able to log a billing ticket with our support team through this form. Just make sure to use an incognito window without signing into any Dropbox account.
- Walter, yes I would very much appreciate you contacting me. Thank you!
Hello everyone,
last month i bought a subscription on dropbox, November 21. now I don't remember the email address for that paid account.
i do have the card which I paid, and gmail id through which I made the payment.
please guide.
Thanks
- Rich
Super User II
Zeishan wrote:
I don't remember the email address for that paid account.
You can use the credit card charge lookup tool to identify the account you're being charged for.
Hello everyone, I cant sign in to my dropbox paid account, I forgot login credentials. I have a subscription for my credit card. I have the transactional ID, but the system doesn't recognize that transaction ID. please help.
I signed up for the plan under a work email for a firm I no longer work for. I am still being billed with no way to cancel because it sends a code to the email after login. How can I cancel the membership?
I have an account with an employer that I am no longer at, I thought I cancelled it back in October, but they got a bill for it today. Please let me know how to get this corrected.
- Hannah
Like so many others I can't access my old business email and need to cancel subscription. Please help!
I have an old account that was supposed to be deleted in October of 2022, the company received a bill for that account today, and I do not have access, nor does that email even work for me any longer.
There is no place for me to actually call and talk to someone, Why, I have no idea, it would be very helpful if I could actually talk to a person, but it seems that dropbox does not wish to have actual human contact.
Please let me know how to delete the account associated with [removed per the Dropbox Community Guidelines]
Hi
I have another company email account but email account was cancelled last year after I left the business. however we forgot to cancel the subscription on this account and get charged this year in June for whom I am no longer working for.
Now this company email is no longer valid and I cannot log back in to cancel the subscription.
Can anyone please advise how I can cancel the subscription and stop being charged for service I haven't being using for almost a year.
Thanks a lot !!
I also have this issue, I have just been charged the full annual amount for a dropbox account that I need to cancel. I cannot remember the password and the account is linked to an old company address at a workplace that I no longer work for. I need to cancel the account and ideally get a refund. Please could dropbox support help with this?
- Rich
loueff24 wrote:
I have just been charged the full annual amount for a dropbox account that I need to cancel. I cannot remember the password and the account is linked to an old company address at a workplace that I no longer work for.
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 have the same problem - I have a paid account connected with an email address that has since been deleted, so I can't access or login. How can I cancel this account?
- Walter
Hey AnnaLewickiLong - sorry to hear about this.
Would it be OK if we sent you an email to have a further look internally?
Yes please.
