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Forum Discussion
Double Charges on Dropbox
Hi, I have been double charged for your service and my account downgraded. How do I speak to someone as I don't live my life on message boards ?
- Jay
Dropbox Staff
Hi darobone, thanks for bringing this to our attention.
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by logging into your account, clicking this support link, scrolling down to 'Submit a help request', and providing as much info as possible.
Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system. - Hi! I am being charged twice for the same account monthly. How do I get the refund for those that I am charged excessively and stop the double payment. Hope someone can reply or get to me as soon as possible, looking for dire help!
- Megan
Hi Kumar99, I'd be happy to help!
Can you try contacting our Support team directly? They'd be able to have a look into account-specific info and let you know how to proceed next.
Once you do, feel free to reply back here, and let me know your ticket number so I can locate it on our system.
Thanks!
Hi Megan, I have sent an email to the support team and given details of the transaction for this month itself. Hope the team gets back as soon as possible and hope you can help me to follow up with them if they have not replied
Hi. I apparently had a fraud issue on my ATM card and my bank closed my account for me and reissued me another. I then received a message from Dropbox that I owed them the monthly fee...but I got it twice! That is when I discovered that I had been paying for two separate subscriptions for quite some time! I have two Gmail accounts (both are personal accounts that I do use).
Are we not able to use two email addresses under one Dropbox account without being billed for two separate accounts?
If so, how can I cancel the additional unneeded account and transfer everything from that account to my original account without losing anything? And can I get refunded for the charges?
If we cannot have more than one email address on an account without paying another monthly fee, is there another better storage app to refer to that does allow it?
- Megan
Hi WTH01, I'd be happy to answer that for you!
The way for you to be able to use two emails under one account, is if one of the emails is a secondary one. You can see more about that here.
In regards to moving content, you can merge files and folders between accounts like so. Are you able to access both Dropbox accounts?
Let me know more, and we'll take it from there.
I have Billed Twice and refunded once all on the same day.
Can someone at Dropbox please contact me or can anyone advise legal help to stop this?
- Megan
Hi Paulcarrie12, I hope you're doing well!
I just sent you an email, in order for us to have a closer look into this. Feel free to respond as soon as possible, and we'll take it from there.
Cheers!
Hi. I have one account. I am being charge twice for the same account from Dropbox, $119.88 on 25 august 2022 and $119.88 on 26 august 2022. I downgraded my account and on 26 august get a $119.88 refound but I was charged $239.76. I need help and can’t get any help with chatbot.
- Megan
Hey LuciaTejada, let's jump right into this!
It sounds like you might have two Dropbox accounts, could this be the case?
Would it be okay for me to reach out via email, in order for us to have a closer look into this?
Let me know!
- How do I get rid of this second charge on my account. 2 charges on the same day- if it’s a legitimate charge then please explain. Thanks
- Rich
Super User II
Waynemonvac wrote:
How do I get rid of this second charge on my account. 2 charges on the same day- if it’s a legitimate charge then please explain.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.
In the meantime, you can use the credit card charge lookup tool to identify the other account you're being charged for.
I recently noticed I've been double billed for years now. When I search many others have had the same issue. Has anyone ever had it successfully resolved? Given the number of reports over the years this just seems like outright theft by dropbox. It's obviously a known issue.
I have a ticket open now #B-1DN21424X05132452
All of these charges are on the same billing agreement
- Hannah
Hey SiWeSy, thanks for reaching out the Dropbox Community.
From what I can understand, you're probably paying for 2 different Dropbox subscriptions, both on the same plan.
Do you see any double charges in your billing page here?
If not, our support team can definitely help you figure out which account the second payments are for, so I would suggest reaching out to them directly.
No I don't but I've never had another dropbox and I don't see how I could have them on the same paypal billing agreement even if I did.
I have been using Dropbox for 4 years, my card has been charged every 9/1 USD 125. This year it happened as usually USD 125 on 9/1, but one month later my card has been charged again, USD 180 on 10/1.
I spent 3 days talking to chat, bank, exchanging emails and... Dropbox won, they charged me USD 180, I don't know what for, they don't know either, but I lost USD 180.
they asked me to open a dispute with my bank and simply ignored.
I'm disappointed, feel robbed, but what one, simple consumer can do when working with one of the largest IPOs in tech. I'm simply nobody.
- Hannah
Hey Peter Sperski, thanks for reaching out to the Dropbox Community.
It sounds strange that our support team could not locate the payment in question; can you please give us the ticket number for the communication, so we can check it out?
as I wrote, I have been talking to your team for past 3 days and called bank multiply times. some of the tickets are
22743511, 22735940, 22741994, 22741887, 22735476, 22735406. today morning (I'm based in Taiwan) I was told that despite providing transaction ID, authorization code noone can find the transfer and a manager is dealing with it. in the evening (TW) James replied "open a dispute for this case. I can not find it.If you need further assistance, please don't hesitate to contact me."
I called bank again and they said - THIS IS BLACK AND WHITE - DROPBOX CHARGED YOU!
AFTER 3 DAYS NOTHING SOUNDS STRANGE TO ME IF IT IS ABOUT DROPBOX. SHAME!!!
- Can someone contact me asap please on the email that is set to my acccount- I cannot figure out how to stop this double payment or why it started of its own accord to charge me double every month
- Hannah
Hey Kwitt, sorry to hear that.
Are these all credit card charges? Or perhaps iTunes/Google Play ones?
If it's credit card charges, you can use our lookup tool to look them up and see which account they're for.
Let me know what you find.
Even though my account has been paid up until April 2024, Dropbox appears to have denied me access. Contacting support is impossible. Chatting with support was like chatting with a bot. By my reckoning, Dropbox has closed my account with four months still to go, and is making it impossible for me to update my billing details. I ended up registering again in the hope that I would access my existing account. Now it appears Drop box is charging me double for 4 months.
- Mark
Support is available via www.dropbox.com/support - I recommend using the contact forms instead for account issues 🙂
I was double charged by Droopbox and after 1 month of exchanging dozens of emails and chats with their team I was told that it was not a Dropbox charge by a senior consultant. He asked me to open a dispute with my bank. my bank proved it was a Dropbox charge. I got the refund, but it took me 2 months. It was USD 180 charge and I believe many people would just give up, I was close too. It is a very frustrating working with Dropbox customer service team.
