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TJV01's avatar
TJV01
Explorer | Level 4
4 years ago

I'm confused by the $19.99 monthly charges to my credit card account for the "Basic" plan

I had the impression that the "Basic Plan" was a FREE service, and yet I'm receiving from Dropbox charges of $19.00/month. Does the Basic Plan cost $19.99/month? If so, is there a discount availabl...
Billing
Dropbox Basic
Payments
Refunds
  • Rich's avatar
    Rich
    4 years ago
    TJV01 wrote:

    I had the impression that the "Basic Plan" was a FREE service, and yet I'm receiving from Dropbox charges of $19.00/month.

    The Basic plan is free. If you're being charged then it's for another account, and the $19/month cost would seem to be for a Professional account. Use the credit card charge lookup tool to identify the account associated with the charge.

     

    As for the charges, 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.

Elsa3's avatar
Elsa3
Explorer | Level 3
3 years ago

Hello, 

 

I tried the free trial for dropbox premium for a day but cancelled it immediately after that. Despite being back on the free basic plan, Dropbox is still trying to charge me £19.99. I have contacted support but as I couldn't find a phone number to call, I used their email service which has been very frustrating and no help whatsoever. I explained the situation to them and they simply said I'm on the basic plan and marked the issue as resolved. The issue is NOT resolved. I really regret ever using this service.

 

Any help on how to stop this? I'm afraid if my bank stops it these will go down as missing payments.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    3 years ago

    Hey there, Elsa3, let's see what we can find on this!

     

    Since you mentioned contacting our support team, could you please send me the ticket number from your communication with them?

     

    Have you also contacted your bank to check if the payments have gone through or not?

     

    I'm looking forward to hearing back from you.

    • Elsa3's avatar
      Elsa3
      Explorer | Level 3
      3 years ago

      Hi Megan,

       

      Ticket no: 16147497

      I have not been charged but I can see that drop box has tried to charge me 5 times this past week. 

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        3 years ago

        Hi Elsa3, thanks for the ticket ID, I've gone ahead and prioritized it to expedite matters on your behalf.

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