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Joaniemn's avatar
Joaniemn
Helpful | Level 5
18 days ago

My card has been changed and my account was accessed by someone else, please help

I canceled my free subscription but my credit card has been charged and the account has been hacked. I tried to cancel but the email is not mine so it won't let me cancel. I can't find a phone number...
cancellations
FAQ
Refunds
  • Joaniemn's avatar
    Joaniemn
    18 days ago

    Thanks - I just verified my email address

Joaniemn's avatar
Joaniemn
Helpful | Level 5

I tried that but I cannot get the support there - I can't find the answers - or connect directly to any support staff to help. The basic FAQs are not helpful in my situation. Thanks, though.

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
18 days ago

Hi Joaniemn, thanks for bringing this to our attention.

 

As this is related to sensitive billing info, we do recommend getting in contact with our support team directly to look into this matter in more detail.

 

The steps to do so are by opening an incognito/private browsing window, while not signed into any account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.


Once you get a ticket ID from the automated response sent via email in a few minutes, please let me know the number here so I can locate it in our system.

  • Joaniemn's avatar
    Joaniemn
    Helpful | Level 5
    18 days ago

    I am sorry but when I go to that link (in a separate browser), I don't see "Other"

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      18 days ago

      Do you see 'Other' when clicking this option?

       

      • Joaniemn's avatar
        Joaniemn
        Helpful | Level 5
        18 days ago

        No - I am in the Dropbox website, not logged into my account. To get any customer service, I need to be logged in. I don't see the "I want to look up info..."

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