Forum Discussion

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

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.

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

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

CR05

Explorer | Level 3

2 years ago

GM Dropbox community,
I am very concerned on why the precedure, legalities of your business no follow through. I am consistently chasing up for the refund of $184.67 that has been deducted and cleared in my account. I received confirmation that I will get refunded for downgrade and cancelled my subscription. This is very stressful so please do the right thing. Its been 5 business days. Before you ask the fund was cleared on my account it is not pending anymore.
Could appreciate support.
Regards.
Cristina

Hannah
Dropbox Staff
2 years ago
Hey CR05, sorry to see you're having trouble with this.

Did you contact our support team to request a refund?

If so, can you please give us the ticket number of the communication, so we can look into it?

Thanks in advance.
- CR05
  Explorer | Level 3
  2 years ago
  Hello Hannah
  Thank you for your response i called the number however the billing department it seem not active as it always get message not available.
  So by saying this what is the right number to contact them? My evidence only email.
  - Rich
    Super User II
    2 years ago
    CR05 wrote:
    ... what is the right number to contact them?
    
    There is no phone number. You need to open a ticket.
    
    Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
    
    https://www.dropbox.com/support/billing-issues
hartro
Explorer | Level 3
2 years ago
Hello, my Dad committed suicide at the end of June, and I have been in charge of organizing everything to do with his remains. My schoolwork last month required that I try the free trial of Dropbox in order to complete a project. I intended to cancel the free trial after doing the thing I needed to do to pass school, but then my dad died and I forgot I even had the subscription. I do not need it anymore, and also really need the money I just got charged (315, though the service was listed at 289 as well) in order to fly home to be with my family. I see refunds are rare here and I am beside myself with stress and overwhelm. Please help me if you know of any way to get a refund quickly. I am able to show Dropbox my dad’s certificate of death if needed. Sorry if any of this is coming out weird - my brain is mush right now with grief and stress. Thanks. If someone from Dropbox sees this, please help me. I sent an email but have not heard back yet, and i need to book a flight with the money I just lost. Thank you.
- EvanDBX
  Dropbox Staff
  2 years ago
  Hello hartro, thanks for reaching out and I'm really sorry to hear about your loss.
  
  Since you mentioned sending an email to Dropbox, did you receive a ticket ID?
  
  If that's the case, would you like to post the ticket ID here so I can take a look at it?
  
  I will be standing by!
  - hartro
    Explorer | Level 3
    2 years ago
    Hello, thank you so much. I sent an email through the form on the website but I don’t see any ticket number sent to me. My email is [email removed as per Community Guidelines] if you are able to reach me there. Transaction ID: [email removed as per Community Guidelines]
    Thank you
GabCarvel
Explorer | Level 3
2 years ago
Hello Dropbox Community,

Please I need some help as I am also in a similar situation.

I have been charged 193,60€ this Saturday from Dropbox Sign/Hell. I checked my 2 accounts that I have but they are both in the FREE formula.

So i don't understand where does that payment comes from???

Can someone please help my clarify this ?

Thank you

Gabriel [Removed by moderator]
- Jay
  Dropbox Staff
  2 years ago
  Hi GabCarvel, according to your bank statement, were you charged directly by Dropbox, or by iTunes or Google Play?
  
  Have you tried checking your invoice/receipt page by following these steps?
  - GabCarvel
    Explorer | Level 3
    2 years ago
    Hello Jay,
    
    The thing is i have 0 subscriptions on my account, 0 receipt and 0 invoice. I have the free formula. But on my bank invoice it´s written Dropbox Sign/Hell.
    
    I really don´t understand where does that come from.
    
    I tried to see if i had maybe an other Dropbox account with an other email but didnt find any with a paid formula or with a subscription activated.
    
    I don´t know what should i do more...