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New member | Level 2

4 years ago

Solved

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

New member | Level 2

3 years ago

I registered a Dropbox account, I received a deduction of 199 USD today but I did not order the 3TB package. This package is not applicable to me and Dropbox didn't show me it will deduct fees. I am very dissatisfied with that charge and now apply for a refund now.

Walter
Dropbox Staff
3 years ago
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Hi there zhaoruxia, sorry to hear about this.

Have you by any chance reached out to our support team to ask for assistance on this?

If you did, please share your ticket ID with us here, so that we can look it up in our system.

Thanks!
chrishengbee
Explorer | Level 4
2 years ago
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Hello,

I have started my trail of professonal two days ago but later I decided to cancel it because of some consideration. However, I am surprised to see a bill of 199 euros in my bank account. To my understanding, such a payment won't be made until the end of my trial, and in my case it certainly shouldn't be made anyway as I already canceled my trail.

Can I ask why this happened and kindly ask for the refund please?

Best regards,
- Megan
  Dropbox Staff
  2 years ago
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  Hi chrishengbee, sorry to hear about this!
  
  Have you tried to contact our Support team, in regards to this charge issue from your Professional trial?
  
  You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this.
  
  Let me know more!
  - chrishengbee
    Explorer | Level 4
    2 years ago
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    Hi,
    Thanks for the quick reply.
    
    I did try to connect to Support, but as I already canceled my Professional account. The Support page only offers me either chatting with bot or comming to the community. So honestly they were not very helpful.
    
    Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.
    
    Best regards
- chrishengbee
  Explorer | Level 4
  2 years ago
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  I had the same problem! What is the final solution?
sesky
New member | Level 2
2 years ago
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Hi - I have just had an annual renewal amount taken out of my bank today even though I haven't used drop box in a long time and actually thought I had cancelled. In any event I received no notice of the renewal taking place. I would like that annual amount refunded and my account to be cancelled as I genuinely do not use it.
- Megan
  Dropbox Staff
  2 years ago
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  Hi sesky, I'd be happy to look into this for you!
  
  Can I send you an email, in order for us to have a closer look into this?
  
  Let me know!
- sesky
  New member | Level 2
  2 years ago
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  Yes please Megan. I would welcome that.
  - Walter
    Dropbox Staff
    2 years ago
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    Hey sesky, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

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How can I cancel and get a refund?","moderationData":{"__ref":"ModerationData:moderation_data:724212"},"body":"

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.

Go to https://www.dropbox.com/support/billing-issues to start the process.

\n $\":dart:\"$ 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

","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"218","postTime":"2023-10-25T03:24:07.959-07:00","lastPublishTime":"2023-10-25T03:35:13.208-07:00","images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDE","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/bS03MjQyMTItNDE2MDFpREY2MjU4ODEzQjU4OUI3Rg?revision=2\"}"}},{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDI","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/bS03MjQyMTItNDE1OTlpOTNFODc1NzM1ODA4MjY3Nw?revision=2\"}"}},{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDM","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/bS03MjQyMTItNDE1OThpQUYwN0Y0RjY1MDEwNUJBQg?revision=2\"}"}},{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDQ","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/bS03MjQyMTItNDE2MDBpM0RBMDBDOUY5REYwREVBOQ?revision=2\"}"}}],"totalCount":4,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":13700},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:724212","customFields":[],"readOnly":true,"editFrozen":false,"body@stringLength":"26159","rawBody":"

Hi everyone,

Here is some key info on cancelling accounts and refunds:

Go to https://www.dropbox.com/support/billing-issues to start the process.

\n 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.

\n\n

Apple/Direct Debit

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.

\n\n

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

\n\n

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

","kudosSumWeight":2,"repliesCount":8,"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:724212_2"},"latestVersion":null,"visibilityScope":"PUBLIC","messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"QueryVariables:ReplyList:message:664536:2":{"__typename":"QueryVariables","id":"ReplyList:message:664536:2","value":{"id":"message:664536","first":10,"sorts":{"postTime":{"direction":"ASC"}},"repliesFirst":3,"repliesFirstDepthThree":1,"repliesSorts":{"postTime":{"direction":"ASC"}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":true,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":false,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"CachedAsset:text:en_US-shared/client/components/users/UserAvatar-1741624997000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserAvatar-1741624997000","value":{"altText":"{login}'s 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How can I cancel and get a refund?","moderationData":{"__ref":"ModerationData:moderation_data:664555"},"body":"

Hi there zhaoruxia, sorry to hear about this.

Have you by any chance reached out to our support team to ask for assistance on this?

If you did, please share your ticket ID with us here, so that we can look it up in our system.

Thanks!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"213","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-03-01T23:33:01.755-08:00","lastPublishTime":"2023-03-01T23:33:01.755-08:00","metrics":{"__typename":"MessageMetrics","views":1190},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:664555","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"readOnly":true,"editFrozen":false,"body@stringLength":"677","rawBody":"

Hi there , sorry to hear about this.

Have you by any chance reached out to our support team to ask for assistance on this?

If you did, please share your ticket ID with us here, so that we can look it up in our system.

Thanks!

Hello,

I have started my trail of professonal two days ago but later I decided to cancel it because of some consideration. However, I am surprised to see a bill of 199 euros in my bank account. To my understanding, such a payment won't be made until the end of my trial, and in my case it certainly shouldn't be made anyway as I already canceled my trail.

Can I ask why this happened and kindly ask for the refund please?

Best regards,

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2023-03-15T02:52:09.143-07:00","lastPublishTime":"2023-03-15T02:52:09.143-07:00","metrics":{"__typename":"MessageMetrics","views":1117},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:668116","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDY2ODEyNiw2NjgxMjY","node":{"__ref":"ForumReplyMessage:message:668126"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDY2ODEyNiw2Njg0Mjk","node":{"__ref":"ForumReplyMessage:message:668429"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"505","rawBody":"

Hello,

Can I ask why this happened and kindly ask for the refund please?

Best regards,

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:668116_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:668126":{"__typename":"ModerationData","id":"moderation_data:668126","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:668126":{"__typename":"ForumReplyMessage","uid":668126,"id":"message:668126","revisionNum":2,"author":{"__ref":"User:user:1148275"},"readOnly":true,"repliesCount":3,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumReplyMessage:message:668116"},"conversation":{"__ref":"Conversation:conversation:582155"},"subject":"Re: How can I cancel and get a refund?","moderationData":{"__ref":"ModerationData:moderation_data:668126"},"body":"

Hi chrishengbee, sorry to hear about this!

Have you tried to contact our Support team, in regards to this charge issue from your Professional trial?

You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this.

Let me know more!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"223","kudosSumWeight":0,"postTime":"2023-03-15T03:14:59.892-07:00","lastPublishTime":"2023-03-15T03:15:15.022-07:00","metrics":{"__typename":"MessageMetrics","views":1108},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:668126","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDUyOjF8aW50LDY2ODEzMCw2NjgxMzA","node":{"__ref":"ForumReplyMessage:message:668130"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"678","rawBody":"

Hi , sorry to hear about this!

Have you tried to contact our Support team, in regards to this charge issue from your Professional trial?

You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this.

Let me know more!

Hi,

Thanks for the quick reply.

I did try to connect to Support, but as I already canceled my Professional account. The Support page only offers me either chatting with bot or comming to the community. So honestly they were not very helpful.

Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.

Best regards

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"213","kudosSumWeight":0,"repliesCount":2,"postTime":"2023-03-15T03:21:04.692-07:00","lastPublishTime":"2023-03-15T03:21:04.692-07:00","metrics":{"__typename":"MessageMetrics","views":1103},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:668130","customFields":[],"readOnly":true,"editFrozen":false,"body@stringLength":"482","rawBody":"

Hi,

Thanks for the quick reply.

Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.

Best regards

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Hi - I have just had an annual renewal amount taken out of my bank today even though I haven't used drop box in a long time and actually thought I had cancelled. In any event I received no notice of the renewal taking place. I would like that annual amount refunded and my account to be cancelled as I genuinely do not use it.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2023-03-28T07:31:05.557-07:00","lastPublishTime":"2023-03-28T07:31:05.557-07:00","metrics":{"__typename":"MessageMetrics","views":1059},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:672143","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDY3MjE1Miw2NzIxNTI","node":{"__ref":"ForumReplyMessage:message:672152"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDY3MjE1Miw2NzIzODA","node":{"__ref":"ForumReplyMessage:message:672380"}}]},"editFrozen":false,"body@stringLength":"339","rawBody":"

Hi sesky, I'd be happy to look into this for you!

Can I send you an email, in order for us to have a closer look into this?

Let me know!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"172","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-03-28T07:46:18.783-07:00","lastPublishTime":"2023-03-28T07:46:18.783-07:00","metrics":{"__typename":"MessageMetrics","views":1046},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:582155/message:672152","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"384","rawBody":"

Hi , I'd be happy to look into this for you!

Can I send you an email, in order for us to have a closer look into this?

Let me know!

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:672152_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:672380":{"__typename":"ModerationData","id":"moderation_data:672380","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"ForumReplyMessage:message:672380":{"__typename":"ForumReplyMessage","uid":672380,"id":"message:672380","revisionNum":1,"author":{"__ref":"User:user:1652448"},"readOnly":true,"repliesCount":1,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumReplyMessage:message:672143"},"conversation":{"__ref":"Conversation:conversation:582155"},"subject":"Re: How can I cancel and get a refund?","moderationData":{"__ref":"ModerationData:moderation_data:672380"},"body":"

Yes please Megan. I would welcome that.

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Yes please Megan. I would welcome that.

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Hey sesky, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

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Hey , sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

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