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Forum Discussion
How can I cancel a ghost account that I keep getting billed for?
I have been going crazy trying to figure out why i am getting billed monthly for an account that I do not have. I initially thought I was paying for my husband's account but he told me I was not. I look at my account and it's a free one. I would like stop paying for an account that I do not own, and also get refunded for this. It's terribly frustrating working with Dropbox when there is nobody to talk to. Thank you. Karen
- Hannah
Dropbox Staff
Hey KLAustin, thanks for joining us on the Dropbox Community.
Are these charges coming to your credit card?
If so, I would suggest using our payment lookup tool, which will give you the email address linked to the paid account.
Is it an email address you can access and thus access the account, so you can cancel it?
Keep me posted.
It comes up as my email. I am trying to get into the billing/payment section, it says that I have a basic account and there is no charge for that.
- Mark
Super User II
It comes up as my email.
Is the email exactly the same? So, if you are using GMail for example remember there you can use punctuation before the @ sign and gmail.com and @googlemail.com without any issue - they all go to the same place, however, everywhere else would view them as different email accounts. So Mark.Mc@ and MarkMc@ are 2 diff accounts here but not on GMail.
- Megan
Hi KLAustin, 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!
It is exact. Can you please have a look at my account. I have a feeling that I have been charged for years for a service I did not order. Thanks.
Yes, all I get is a bot. It's quite frustrating. I have canceled the payment and would like a refund on the charges that have been charged to me. You can look for yourself and see that I have not used this service for years.
- Nancy
Yes, please. Thank you.
Hi, I haven't gotten an email. Thanks.
Yes. The only thing in there from Dropbox is my credit card denying payment. Can we please resolve this. This has been going on far too long.
Can I please get some help with this issue? You keep charging me for an account I do not use and did not sign up for.
Hello? May I get some help please?
- Walter
Hey KLAustin - thanks for the nudges on this.
I can confirm that I've sent you an email on Monday, but your ticket is closed now since you didn't respond in time. I can open a new ticket for you from my end if you like, or else, I'd suggest you use this form to reach out to our support team directly and let us know your ticket ID here, so that we can look it up in our system if needed as well.
Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.
Walter, where are you sending the email? I am not getting it. It seems I'm getting charged by both apple and you and I don't use it at all.
