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

SD6

Explorer | Level 3

2 years ago

Hi I have a free plan but good old DROPBOX charged me ANYWAY!

I spent an hour on all of the search help stuff and NOTHING!!

Weeks ago I spoke to someone (can't remember even how I got and answer who said I deserved a refund but since then NOTHING!!!

Where do I report this FRAUD????

Richard32
New member | Level 2
2 years ago
I am having the same issue. Money taken when I only have a Basic account.
- SD6
  Explorer | Level 3
  2 years ago
  The Customer Service here is ZERO. Is this another company who takes your info, charges you and then refuses you help? Honestly I thought Dropbox was better that that. I have had no response yet. All I can do it keep posting here I guess since they don't offer any direct help.
  - Mark
    Super User II
    2 years ago
    If you did NOT give Dropbox your card details then you need to speak to your card company as somebody has defrauded you.
    
    If you DID then you have set up a paid account OR a free trial you've not cancelled in time. Dropbox DOES NOT need a card number for a free account and only gets one when somebody actively inputs it.
    
    Support is available at www.dropbox.com/support and also see https://help.dropbox.com/plans/refund
katesrap
Explorer | Level 3
2 years ago
The same thing happened to me! Had a paid plan from over a year ago which I downgraded to a monthly plan which I then cancelled back in Feb (have confirmation email), then in May I got charged for the annual subscription. Worst part is on the free plan they provide 0 customer support … have to come to this ridiculous forum to vent / hope someone from Dropbox notices. It’s still not resolved…
- Rich
  Super User II
  2 years ago
  katesrap wrote:
  Worst part is on the free plan they provide 0 customer support …
  
  That's not true. You can still open a ticket for account and billing related issues.
  
  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
- SD6
  Explorer | Level 3
  2 years ago
  I am sorry that happened to you. It makes you feel horrible doesn't it?
  You are charged but no clear easy way to resolve it.
  But I can see dropbox point, you're getting something for nothing, can you really expect service?
  Keep reaching out to them until someone comes to answer.
  Its not fair for them to keep your money.