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Forum Discussion
I have an unauthorized charge linked to an account I don't know.
does anyone have a direct phone number or at the least a direct email for dropbox. i need to get in contact with them asap and have ran circles around the website trying to find support.
- Mark
Super User II
Phone support is only for paying business customers (note - not on a trial) and there is no email support. All support is via www.dropbox.com/support or here.
someone is using my debit card for their account payments and i’ve been charged the last 2 months for it. i enter my bank transaction id on dropbox to look up the payments and it is under a user with email [email removed as per Community Guidelines]. i have no idea who this person is nor have i ever heard of this website until i had a charge for it. so in order to report this i have to pay?
- Megan
Dropbox Staff
Hi mjk3, & T1509, let's jump right into this!
Have you tried to contact Dropbox Support directly for this?
You can 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.
Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.
Let me know more!
I have a free Dropbox account (that I don't actually use). I've been charged $18.69AUD by Dropbox through Paypal. I haven't made any changes in dropbox, I haven't received any receipt from dropbox, I still have a free account, I can't view any billing because there is none and has never been any. I can't access support as I have a free account. I'm trying to dispute the charge, paypal does not care because they think it's just something I signed up to (not true). Is there any way to get help with this? I've searched everywhere for a contact email but because I have a free account it won't let me get any help. The email address paypal provided is a no reply address (support-paypal@dropbox.com).
Thanks
- Hi everyone,
Just posting an update in case anyone ever comes across the same issue. So I recently made a photo book with Canva. Turns out they have created a Dropbox account for me that I did not know about. I don’t remember any notifications or anything advising of a new account and I didn’t receive emails for anything at all until I got the charge from PayPal. I feel like it’s a pretty sneaky way to charge people because firstly I don’t want or need it, and secondly if I had to use it then I would just use the Dropbox account I already have. I wasn’t able to get a refund and have deleted the account.- Hannah
Sorry to hear that, T1509.
Keep in mind that Dropbox cannot create or upgrade an account using your billing info, unless you yourself, or someone that has access to it, has provided it.
That being said, can you give us the ticket number for your communication with our support team regarding your refund request?
Hello, I have also just found hundreds of dollars charged on my bank account via drop box, in a metter of less than 3 weeks. Its scary how none of this was authorized, I never gave my bank info to drop box and I havent had a drop box account in years. I did have Canva, which I cancelled, and just found out that is being charged on my account again as well. What is going on????
This is what Drop Box has in their Provacy Policy, which I just found:
Dropbox is subject to oversight by the U.S. Federal Trade Commission. JAMS is the US-based independent organization responsible for reviewing and resolving complaints about our Data Privacy Framework compliance—free of charge to you. We ask that you first submit any such complaints directly to us via privacy @ dropbox.com. If you aren’t satisfied with our response, please contact JAMS at https: // www .jamsadr. com / dpf-dispute-resolution. In the event your concern still isn’t addressed by JAMS, you may be entitled to a binding arbitration as set forth in Annex I of the Data Privacy Framework Principles.
Hello,
I downgraded my plan from Premium to Basic in March of 2022. According to my Dropbox account, the last charge to my bank account occurred on 2/20/2022. This charge appears on my bank statement, but I have been billed $12.74 on the 28th of each month since then even though my account should now be free.
My Dropbox account is recognized as Basic (free) within the Manage Account tab in my Dropbox profile.
The chatbot has not been very helpful, so I would really like to get in touch with someone to solve this issue and hopefully request a refund.
- Megan
Hey nicrob16, let's jump right into this!
Can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?
Let me know what you find and we'll take it from there.
Hi Megan,
Thank you for helping me out! I do not have a 12-digit code. I only have access to the code on my bank statement. When I select the link to "billing help request", it just takes me back to the page with Dropbox Support options so I haven't been able to figure out how to actually submit the billing help request.
It isn't impossible that I had another email address associated with Dropbox at some point, but I have only been charged for one Premium account per month even when I actually had the Premium account and I definitely have not created another Premium account through a different email address since I started receiving unauthorized charges.
I am billed monthly however I can confirm the only account I am aware of is a free basic account. The second account in the household was canceled yet the monthly charge still comes around and I have NO idea if a second forgotten account exists. How do I stop the charge for a subscription we do not use?
- Megan
Hey lmich12, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
Hi Megan, the charge only says "Google*Dropbox followed by a phone number CA. When I call the phone number it is an endless cycle of a phone tree to nowhere.
Sadly, I have a billing error, which I also can't address as Dropbox has made it impossible for account users to contact them. So basically, they can receive money without any consequences. I can't believe this service is not monitored or audited by governing bodies.
- Rich
BryanO wrote:
Sadly, I have a billing error, which I also can't address as Dropbox has made it impossible for account users to contact them.
You 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.
