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Forum Discussion
Being charged for an unknown account
Hi all,
I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.
We think it might be an ex staff member who paid...
Rum-SMK wrote:
How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.
You can use the credit card charge lookup tool to identify the account you're being charged for. Once you've identified the account, you can sign into it if you have access to the email address associated with the account. Reset the password if necessary. A refund likely won't be possible, but you should be able to cancel the subscription. If you can't access the account, contact Support to cancel any future charges.
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. I checked my account and it says that I am signed up for Basic Free plan - I cancelled this since I am being charged money without permission. There is no one in my family who has a Drop box account. This appears to be a fraudulent charge. I have tried the lookup tool but do not have a 12-digit alphanumeric code located on the Dropbox line item on bank statement. I only have a 10-digit alphanumeric code and when I enter that in it says that I need a 12 digit code? We have disputed it with our bank but there is no number or email to reach out to Drop box. When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
- Rich
Super User II
tscheulov wrote:
I have three charges on my bank statement for the past three months of 11.99 andI have a Basic Free plan. ... When I try to chat online or get the phone number, it says that I do not have a paid plan so cannot contact drop box. Yet I am being charged. How do I get a refund?
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.
