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Forum Discussion
How can I cancel a subscription without access to the account?
Hi Everyone, I need help to cancel a subscription made on an account of a company for which I don´t work anymore therefore I don't have access to the account anymore. The payment was on my personal bank but the account was from the company and is not active anymore. How can I get in contact with dropbox to fix it?
Thanks in advance!
We need help with this same issue.
- Walter
Dropbox Staff
Hey tyeckley & thx7783 - sorry to hear about this.
I'd recommend getting in touch with our support team directly for further assistance through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.
Once you do this and receive a ticket from our system, you can share its number here with us so that we can look it up as well.Hello Walter,
It is ticket #22368419
Thank you.
Hi,
Years ago I bought a Dropbox subscription with an email account that no longer exists. Can I please get some help cancelling this account, as I am still getting billed every month.
Thank you
- Nancy
Hey thx7783! I hope you're doing well.
Can you, by any chance, remember the password that's linked to your Dropbox account? If yes, you can log in and try to cancel your subscription directly from your Plan page (if you're on a direct Dropbox payment).
That brings me to my second point; did you initially upgrade via www.dropbox.com or the App Store/Play Store instead?
Let me know, and we can have a closer look.
Hi Nancy,
The problem is- I can't even remember the email address (or even the domain name!) - it was that long ago. I know for sure it wasn't connected to the App store/Play Store.
I can give you the details of the bank account?
Thanks
Hi Everyone, I need help to cancel two subscriptions.
It is beging charged to our company creditcard and we don't have access to the account nor do we no to which emails they are connected.
I tried reaching out to dropbox, but haven't gotten any answers.
Thanks in advance!
- Hannah
Hey SebastianLed, thanks for joining our Community.
When you reached out to our support team about this, did you receive some kind of automated response with a ticket number that you can give us?
If not, can we send you an email on our end?
Hannah I didn't get an auto response. Please contact me via mail. Do you need my mailaddress?
I am trying to cancel a subscription that my work is being charged for. However, the person who originally set up the email is no longer available and their email is obsolete now as well. I have the original email but have no way of accessing it as its been canceled by the provider.... Its kind of a vicious cycle, as you need a password to log in but in order to get a reset link your email needs to actually be working??? Like how are you supposed to just cancel! Please help, my work just does not want to charged for this any more.
- Rich
Super User II
KOoi wrote:
I am trying to cancel a subscription that my work is being charged for. However, the person who originally set up the email is no longer available and their email is obsolete now as well.
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.
- Thank you! Fingers crossed this will work. Cheers x
My parents are getting billed for a Drop Box account. They both have dementia and I do not have their account or login information. How can I cancel the account. I cannot reach anyone at customer support without the account information. I have not been able to contact a live person to discuss the issue.
- How do I open a private browsing window?
- Rich
PieroNeri wrote:
I need help to cancel a subscription made on an account of a company for which I don´t work anymore therefore I don't have access to the account anymore.
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.
Thank you very much for your fast reply. Unfortunately there is no way to get in contact with the support whithout being connected with the account you need help for.
- Rich
PieroNeri wrote:
Unfortunately there is no way to get in contact with the support whithout being connected with the account you need help for.
For future reference, there is. When it asks for the account, select Other, then continue filling out the form. Eventually you'll get to an option for submitting a ticket, even when you're not signed in to the account.
