We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.

Forum Discussion

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

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.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

Recent Discussions