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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 
Christopher Pulman's avatar
Christopher Pulman
New member | Level 2
2 years ago

Hi, 

I recently discovered that I am being billed and annual subscription from Dropbox. Having investigated, this has been happening for years and I somehow missed the money going out (each May). The only dealings I have ever had with Dropbox were back in 2015/16 (not sure of the exact date but it must be before May 2016 and after June 2015), when I needed to access some solicitors files from their Dropbox. I certainly never wanted a Dropbox subscription, and I think you must have transferred me to a paid subscription automatically at some point without informing me.

 

In any case, the first issue is that I want to cancel my subscription. But I no longer have access to the email address used to sign up. (I know the address and password but can’t get past the two-factor authentication.) I can give quite a lot of the payment details from the subscription as well, although it seems to be using a debit card that hasn’t existed for several years. 

 

Secondly, I certainly want this year’s payment refunded. The money went out of my account the other week. I would also like to be able to speak to someone about what you will do about previous years payments, because I am not happy about being transferred onto an annual paid subscription without my knowledge, and I am very doubtful that it was lawful (no

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

    Hey Christopher Pulman, sorry to hear about this.

     

    In such cases, I'd recommend getting in touch with our support team directly for further assistance as they'd be better equipped to help with this. 

     

    To do this, make sure to use an incognito window without signing into any Dropbox account and fill in this form with all the relevant details.

     

    Once you do this and get a ticket number from our system, you can us know your ticket ID here so that we can look it up as well.

     

    I hope this helps! 

    • Christopher Pulman's avatar
      Christopher Pulman
      New member | Level 2
      2 years ago

      Thank you Walter, I filled in that form a couple of days ago, but haven’t heard back. I’ve filled it out again (as I’ve found some further details of my old payment card). It does not give me a ticket number, only a message saying “Thanks, we’ll be in touch. We’ll respond to your help request in 1-2 business days.” I dropped an email to support@dropbox.com, which gave me ticket 22219465, and sent a chaser which generated ticket 22230497 . I’ll see what response appears

      Cheers,

      Chris Pulman

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

        Hey Christopher Pulman, I just located your ticket, and responded back to you. 

         

        I'll see you there!

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