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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 
Islandgirl005 's avatar
Islandgirl005
New member | Level 2

Upon checking my bank account I found two charges from Dropbox on December 20, 2021 and Dec 20, 2022 in the amount of $119.88 each. yet, when I go to dropbox.com to investigate these unauthorized charges (since I rarely use dropbox) I find that, officially on the website, I am listed as a free, basic subscription, so I’m wondering what the heck is going on!?! I need an immediate refund of both charges, since they are completely unauthorized, yet after hours of fruitlessly trying, I can’t contact anyone!

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

Hey Islandgirl005 , sorry to hear about this.


Can you please try the self served look up tool to identify the email address that's associated with the charges and let us know if it helps?

 

Otherwise, you can use this form to contact our support team for further assistance on billing issues. Just make sure to use an incognito window without signing into any Dropbox account and fill in all the relevant information.

 

Once you get a ticket ID from our system, you can share it with us here so that we can look it up too. 

 

Keep us posted anyhow! 

  • jeepgirl16's avatar
    jeepgirl16
    New member | Level 2
    2 years ago

    I also need a refund. Its crazy. I also need help.

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

      Hey jeepgirl16, sorry to hear about this.

       

      Did you try the steps I mentioned in my previous reply?

       

      If so and you got a ticket from our system, please share its ID here with us so that we can look it up too.

       

      Thanks!

      • jeepgirl16's avatar
        jeepgirl16
        New member | Level 2
        2 years ago
        Yes I did and. Thank you and it's still not working. I never signed up for anything. So what do I do? Again I thank you 😊

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