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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 
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hey platfarm Inc, sorry to hear about this.

 

Can you please try our self-serve look up tool to identify the email address that's linked to the charges you mentioned?

 

If that doesn't help, let me know here and I'll reach out via email to investigate further. 

 

Thanks!

platfarm Inc's avatar
platfarm Inc
Explorer | Level 3
2 years ago

Could I have the transaction id number?
I think the paid plan's email address will be [removed]

 

The last 4 digits of the card number to be paid are [removed].

 

Personal information removed per the Community's Guidelines.

  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    2 years ago
    platfarm Inc wrote:

    Could I have the transaction id number?

    That's not something that can be provided here. You should have the transaction ID on your credit card or bank statement. Us that on the lookup tool that Walter linked to above.

    • platfarm Inc's avatar
      platfarm Inc
      Explorer | Level 3
      2 years ago

       

      Good Morning Rich,

       

      We've looked up the transaction histories via link Walter mentioned and it looks like we've been charged to $11.99 for this month. 

      We don't know which of email accounts linked to this card and payment, surely We're trying to cancel all the plans that linked to this card and be no longer users from now on.

      Our Transaction ID# is MBY9DFF1NGBN and the best contact email address to our team is the same as our current dropbox account info.

      Please reach out to us via email to have further investigation or discussion.

       

      Thank you.

      Best Regards,

       

       

       

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

        Hey platfarm Inc, the look-up tool that you used should provide you with the email address attached to the payment.

         

        If however, you don't see the address or don't have access to the account in question, we can help you out.

         

        I just sent you an email, so make sure to get back to me, when you have a chance.

         

        Thanks!

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