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

SVG2

Explorer | Level 4

2 years ago

I would like to get assistance- A payment was pulled off my account and would like to get a refund from it back as it was not meant for this it was meant for my home rentals how can I get assistance in getting this refund back? I am in deep problems and this was not the expected payment I wanted to make

Mark
Super User II
2 years ago
You will need to contact Support at www.dropbox.com/support.

Note that refunds are only issued where legally required: https://help.dropbox.com/plans/refund
- SVG2
  Explorer | Level 4
  2 years ago
  Thank you Mark - I appreciate your response
  
  I have emailed support and I think they can only help me from Monday hopefully.
  
  When you say legally required what does that mean and how do I go about it? I read that Dropbox does not refund but honestly I can't actually get this payment pulled off right now.
  - Mark
    Super User II
    2 years ago
    SVG2 wrote:
    
    When you say legally required what does that mean and how do I go about it? I read that Dropbox does not refund but honestly I can't actually get this payment pulled off right now.
    
    It means that refunds are not given unless they have to by law - thats in the terms you agree upon sign up. Usually this means you live within a country/union that says you have to have a cooling off period. For example the EU say you can have a refund for digital services within 14 days. The rest are often not given
Megan
Dropbox Staff
2 years ago
Hi SVG2, wishing you a great Monday ahead!

Did you manage to contact our Support team? If so, feel free to share the ticket number reference with me, in order to locate it on our system.

Keep me posted!
- SVG2
  Explorer | Level 4
  2 years ago
  Good Day Megan
  
  Thank you so much for checking in.
  
  I managed to gain a response from Donald and he has assisted me in facilitating a refund for me, I received the emails yesterday and this morning.
  
  I will keep you posted once I receive the refund.
vvilar
New member | Level 2
2 years ago
Hi there,

We've been charged for an annual personal subscription of Dropbox.
The help you provide to a case like ours is close to nothing. The chatbot can't identify the transaction. Your tool doesn't recognize the transaction. Ayden just confirmed me that it's a Dropbox charge. As a last resort you ask me to fill a Billing Help Request but the form asks me which account am I reffering to.
I don't know which account charged us because we don't have an account!!!!!!!!!! Are we in a Kafka novel?!

I've lost hours of my work day trying to get to the bottom of this and contacting the community is the last thing I'm doing.
If I don't get an answer I'll just declare it as a fraud to our bank, ask for a refund and fill the papers to blacklist Dropbox/Ayden payments for the future.
- Megan
  Dropbox Staff
  2 years ago
  
  Hi vvilar, sorry to hear about that!
  
  Can I send you an email, in order for us to have a closer look into this?
  
  Keep me posted!
  - vvilar
    New member | Level 2
    2 years ago
    Hi Megan,
    
    Sure.
    Thanks.