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Forum Discussion

joyanisa74's avatar
joyanisa74
New member | Level 2
3 years ago

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund
cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 
warren green 's avatar
warren green
Helpful | Level 5

trying to get a refund and filled in Mastercard numbers and amount to refund and wont submit

 

[Removed as per Community Guidelines]

 

help please as we need the $306.90 refund to buy food 

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hi Warren green, thanks for bringing this to our attention.

 

Have you already tried getting in contact with the support team? 

 

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. 

 

Keep me updated with any progress.

  • warren green 's avatar
    warren green
    Helpful | Level 5
    2 years ago

    Hi Jay

    Thank you for your reply, I tried several times to 'submit a request' however it wouldn't allow me to. It wouldn't accept the transaction ID on the bank statement among other things. Fortunately, after reading your message I gave it another go and was successful sending the request through.

    Appreciate your help.

     

    Warren

     

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Glad to have helped out. Do you have the ticket ID from the automated email reply in order to locate it on our system?

      • warren green 's avatar
        warren green
        Helpful | Level 5
        2 years ago

        No I don't, is there some way I can find that?

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