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Forum Discussion
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
Tip: Visit the support page
Just a few hours ago, I thought I was trying the 30 day free trial. I just got an email saying that I was charged $101.90 for a year. I only gave my CC information, because I thought they needed it for the free 30 day trial. I would super appreciate getting that $101.90 refunded if possible, or finding out how to do so without filing a complaint with my credit card company (Bank of America). Thanks in advance, Scott
Receipt ID: XXXXXXXXXXX
Invoice ID: YYYYYYYYYY
(Edited by moderator to remove personally identifiable information per Dropbox Community Guidelines)
- Calvin2DBX
Dropbox Staff
Hi Scotto212121,
Thanks for reaching out on the Community!
It sounds like you miss-clicked when trying to opt between a trial and paying now.
We can get to the charge details if you reach out via the support channels here: https://www.dropbox.com/support — one of our support team agents can then look into it, just in case there's anything they can do.
If you have any trouble opening a support ticket from there, let me know!
- Goodnight. Can someone help me? I bought a Dropbox plan today and I didn't realize that the amount charged is in dollars. I asked for a cancellation, but they never offered a refund. I really don't have that amount to pay. I'm desperate.
- Hannah
Hey JuliaPeres, sorry to hear about this.
If you cancelled your subscription upon renewal, you should still be on a paid account, so I would suggest reaching out to our support team.
They can look into this for you directly.
- Hi @Hannah!
I'm Brazilian and I didn't realize that the amount charged would be in dollars. I canceled the same day. According to Brazilian law, when we cancel a purchase within 7 days, we automatically receive a refund. I don't have the financial means to pay and Dropbox has already switched my account back to the basic plan. It makes no sense for me to pay the amount if I won't even have the service.
Hi Megan,
Could you please resend the email to me? Thank you!
Best,
Yichen
Hi Nancy,
I am not sure. I did not see either the label "Dropbox subscription", or "Dropbox Sign plan" in my bank statement. But the money was charged by "Dropbox - followed by a series of numbers and letters". I was charged for $127.37 in total on July 2. Thanks!
Hello all,
I tried to cancel our subscription a few days prior to the one-month free trial date. However, there were no options to cancel. I spoke to the Dropbox Chat to request a cancellation--however, it advised that our plan was a "basic" plan and therefore no charges were going to be made (I saved this chat, by the way). We also never used the Dropbox after we signed up.
However, I noticed a $199.99 charge on our credit card statement. I tried to get the speak to the Dropbox Chat but I was unable to resolve this issue. Please advise how I can get in contact with Dropbox for a refund. Thank you!
- Hannah
Sorry to hear about this, janjilawoffice.
Is it possible that you're signed in to a different account, that's why you can't see the subscription?
Also, you mentioned that the payment went to your credit card; can you use our lookup tool, to find the email address associated with the paid account?
Let me know if you can sign in to it, to contact our support team about your request.
Hi - I have signed into my account and it is not showing up - so someone else is using my credit card?? I cannot tell who?
Regards Neil -
I deleted my account but money is still being withdrawn from my account. Please help me get rid of this subscription and get a refund.
- Rich
Super User II
Shavonne0124 wrote:
I deleted my account but money is still being withdrawn from my account. Please help me get rid of this subscription and get a refund.
You'll need to contact Dropbox Support directly. 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.
- I was told by a member of the support team that i would get a refund for an annual subscription i was charged but canceled last year and my bank said they dont see any incoming deposits
- Rich
k3u_alex wrote:
I was told by a member of the support team that i would get a refund for an annual subscription i was charged but canceled last year and my bank said they dont see any incoming depositsWhen did you speak to Support? It usually takes 4-5 business days for a refund to appear at your bank. Do you have the ticket number from Support?
Yes! The ticket number is Ticket #22585628 and I spoke to them on the 25th of August
Please can Dropbox contact me - I need a refund. I don't recall agreeing to this payment and I really can't afford it. 😞
- Rich
JaneS22222222 wrote:
I need a refund. I don't recall agreeing to this payment and I really can't afford it. 😞
Did you perhaps start a trial of Dropbox Plus and not cancel it before the trial ended? If so, you agreed to the payment by starting the trial.
You'll need to contact Dropbox Support directly. 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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
I got automatically deducted an amount of $19.99 USD on my PayPal account. I have no idea why because I didn't subscribe to any Dropbox upgrades. I also checked my account and I do not have any current subscription. I want to have it refunded ASAP!
- Nancy
Hey zosea, thanks for posting here.
Do you have any other email addresses that could be linked to a separate Dropbox account? It sounds like you’re being charged for a different one, from what you mention.
Can I reach out to you to this email address, to look into this further?
I signed up for a trial for my art class students and I canceled it before the trial ended. I have a photo of the chat showing that it was canceled before the end date. Dropbox charged me $119.88 and I have tried every avenue to reach them. I cannot find a phone number or any address to send written correspondence. This has caused issues with an account that I have had for over 20 years. I am going to put this situation on every social media platform that I can find until someone contacts me about returning my money. I am asking anyone with similar issues to contact me so we can start a suit against this company.
I canceled a trial and have proof in my phone with a screenshot but dropbox still took money from my account. $119.88 and my account is now closed. I can't reach anyone for help and I have been fighting this since May!
- Nancy
We're sorry to hear this, Art teacher.
Since you’ve already contacted our support team, can you send us the ticket number from your convo with them?
Was the Dropbox account that you mention upgraded to a trial directly via www.dropbox.com, or the App Store/Play Store on your mobile device?
There is no ticket number but I have 3 screenshots showing the conversation where I asked TWO TIMES to cancel my trial so I would NOT be charged! It has the date and time stamped at the bottom of each photo!
- Walter
Hey Art teacher, sorry to jump in, but I was wondering; didn't you get an email with a ticket ID after your chat with our support team?
For issues like this, you can use this form to reach out to our support team for further assistance. Just make sure to use an incognito window without logging into any Dropbox account and fill in all the relevant information.
You can then let us know your ticket ID so that we can look it up in our system too.
