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Forum Discussion
I want to cancel a subscription but can't access old email
I have a few dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from an old employee, I no longer have access to it. I have the password but it is requesting a 6 digit code in which I can not access. How can I do this without having access to the email address? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account.
Hello,
My personal credit card was used for a different work dropbox account. I have left the company and no longer have access to my dropbox account (2-step requires email authorization and I am not talking to former company). I am still getting monthly dropbox payments and I need help stopping them without cancelling my credit card.
Dropbox support Chat has not been helpful. It is only showing me which account my credit card billing with 12 character ID is associated with.
- Rich
Super User II
helpmeplease08 wrote:
My personal credit card was used for a different work dropbox account. ... I am still getting monthly dropbox payments and I need help stopping them ...
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.
They require a sign-in to access support - which is my issue, as I am unable to sign into the account that is using my credit card for billing.
- I was a user of a business account at Seismic. When someone else left the company, I paid the subscription with my credit card and was reimbursed by Seismic. I have not worked there since 2020 and I do not have access to that email account and I keep getting charged for the account. Please help! Thanks.
- Hannah
Dropbox Staff
Hey NeolaMace, sorry to hear that you're in this situation.
I would actually suggest reaching out to our support team directly about this.
To do that, open a private browsing/incognito window and go to this page.
In the "I want to look up information related to" box, choose "other" and type in an email address you can access.
Fill out the rest of the form, submit your request and when you have your ticket number, please make sure to send it to us here as well.
- Thank you so much for your help. I cannot submit a request because it is requiring me to enter my card number. I must have paid through Google Pay because the charge goes through every year and my debit card has changed multiple times.
- I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting. Help
- Rich
Kdstewart wrote:
I am being charged on an account associated with an old job email that I can’t access. I am unable to login be use it sends an access code to that email which I have no way of getting.You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox address, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.
If you're unable to gain access to the account, Support will at least be able to cancel any future payments if the account is on a paid subscription.
Hello, I have an old subscription from a previous company that I cannot cancel. 2FA is on and I no longer have access to the email address associated with the account. I just recently got charged another annual subscription fee. Also it is apparently impossible to contact a human support person except through this forum...?? The bots can't figure out how to help me with this one. Can we please close this account and cancel the recent annual subscription charge? Thank you.
- Rich
tscheinblum wrote:
I have an old subscription from a previous company that I cannot cancel. 2FA is on and I no longer have access to the email address associated with the account.
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.
- Hi Rich, I submitted the help request on Monday following your instructions but still haven't received a response. Is there another way to get in touch with customer support? Thank you.
I can't access my old email and don''t remember my old password. I am having no luck with all the Chatbox sugestions. Is there any way of talking to an actual person who could help me sort this out? Thanks!
- Rich
Are you trying to cancel an active subscription on an account you can no longer access? If so, 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.
- Rich
You can try contacting Support, but without access to the email account you may not be able to gain access to the Dropbox account. You need to maintain an active email address on your account so you can receive password resets and one-time security codes used during sign in.
To contact Support, visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for sign in issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.If Support is not able to get you access to the account, they can at least cancel any future charges if there's still an active subscription.
That's the issue, my credit card keeps getting charged and I want to cancel it but I can not access the email address. I need help to cancel the account.
- Hannah
Hey LetsDesign, I would suggest reaching out to our support team by following the steps Rich described in his response above.
Once you have your ticket number, send it to us as well, so we can look it up in our system.
