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Forum Discussion
Charged for an account I can't access - how can I get a refund?
I upgraded in July 2024 to increase my storage. I didn't realize at the time that my account was attached to an email that no longer works. No matter what I tried, I couldn't access my account on the new computer that I bought. Of course the new computer didn't "remember" me, so when I tried to log-in I needed the password which I didn't remember. I luckily had the Dropbox app and all my files on my laptop and was signed in so could still access my files. The reset didn't work because the security is so tight that it would only send a temporary password to my email which no longer works. I ended up creating a new Dropbox account with my new email, copied all the dropbox files to an external hard drive and then transferred the files to my new Dropbox account. This took a lot of time and I am frustrated. So now, I have paid for the new Dropbox account and want a refund of the $180+ that I spent in July for the yearly subscription. I tried to contact Dropbox, but there isn't any way to contact Customer Service about this. Does anyone have a suggestion for me? Thanks
Hello Dropbox Support Team and Community,
I am seeking assistance regarding a subscription issue with my previous Dropbox account. I was using Dropbox more than a year ago under a different email address, which was linked to my subscription plan. However, due to my graduation, that email address was deactivated and I no longer have access to it.
Recently, I noticed a subscription charge from Dropbox about two months ago, even though I have not used the service for quite some time. Unfortunately, since I cannot access my original account, I logged in with a new email account. This new account is not linked to any payments, and when I tried to reach support, I was only able to interact with the chatbot, which could not provide a resolution.
I would appreciate any guidance on how to proceed with this matter and whether it’s possible to obtain a refund for the unused subscription. If additional verification is needed, I am happy to provide any necessary information to validate my previous account.
- Rich
Super User II
zt362226 wrote:
I was using Dropbox more than a year ago under a different email address ... and whether it’s possible to obtain a refund for the unused subscription.
While subscription fees are typically non-refundable, you can still contact Support for assistance in getting the subscription cancelled.
To contact Support, 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.
- Rich
You can contact Support directly and they'll cancel any future charges that would occur on the old account, but in most cases they won't provide a refund. They typically only offer refunds when legally required (cool down laws, etc.).
To contact 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.
