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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 
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

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?

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

        Hey warren green , sorry to jump in here!

         

        Did you receive an automated reply, when you submitted the help request? The ticket number should appear there or perhaps in the title of the email.

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

      Hi Jay

      A dialogue box came up which said the request had been submitted successfully, then disappeared. I haven't received an email at all? Only those pertaining to the Dropbox community.

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

        Hi from me as well, Warren!

         

        In this case, we can open a support ticket for you instead, so that we can look into your request. 

         

        Let me know if you’d like that, and we can get things started.

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