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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 
Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

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's avatar
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's avatar
    Rich
    Icon for Super User II rankSuper 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.

     

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

      CR05, sorry for jumping in, too. 

       

      Can you please check your email address's inbox/spam folder once again, and let me know if you can see a ticket number there perhaps?

      • CR05's avatar
        CR05
        Explorer | Level 3
        2 years ago

        Hello Nancy, 
        Thank you above comment, 
        I have completed searching before and after I joined here no success. Email address [removed] and [removed] please track it. It is unfair that very quick to deduct the funds however, very poor of customer service. $184.67 deducted on 12th of June 2023 at 1pm. Receipt X6qt48c73wp6. I'm sure this enough info to trace. Thank you

         

        [email addresses removed per the Dropbox Community Guidelines]

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