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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 for the account and didn't cancel their subscription before leaving.
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.
Thank you.
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.
- My bank shows two $9.99 recurring charges from Dropbox on 5/19 and 6/20. I have a free account and there's no billing history under my settings. Similar to others, I'm unclear about why dropbox would suddenly, for no apparent reason, begin drafting these unauthorized charges. How can I get this resolved?
I have a free tier account but was charged $120 by Dropbox mysteriously. Seems like I can't access meaningful customer support because I don't pay (which is probably a UDAP that the FTC would love to hear about, and probably a Reg E violation the CFPB would love to hear about...).
Any recommendations for how I can get in touch with someone and submit a dispute for that charge to Dropbox + ensure I'm not charged again? Generally have liked using the product, I just want to get the charge fixed.
- Megan
Dropbox Staff
Hey Dmille, & rcyoung3, let's jump right into this!
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
- I followed the directions and still ended up right where I started -- redirected to a community forum. I've been going around in circles for days trying to get a real person to help me resolve these charges.
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox. I do not get any sort of transaction id when I get charged so I have no idea where the money goes to. Is there a support mail I could get ahold to?
- Rich
Super User II
CookieOscar wrote:
For the past couple of months Ive been charged for a subscription I do not have and I dont have any other account here on Dropbox.
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.
I have tried every email i have but can't cancel dropbox...Does anyone know how i can cancel?
I only use 2 email accounts and neither of them have a dropbox account linked! I am getting billed $20 each month but no plan even has a $20 account option...Wtf!
- Rich
Ratlaw wrote:
I have tried every email i have but can't cancel dropbox...Does anyone know how i can cancel?
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.
Hello, I have charges on my credit card from dropbox, but do not have an active account with a paid plan. Since I do not have a paid plan I cannot get support in any way. If my credit card is being charged how can I get to talk with someone (phone, etc) to sort out this issue? There is no phone number for support, and no way to submit a ticket without a paid plan.
- Hannah
Hey gm101, thanks for reaching out to us.
Have you used out payment lookup tool, to find out if perhaps you have an account you're unaware of?
If the account that comes up is not yours, let me know and I will send you an email, so we can sort this out.
Hello,
DropBox has tried to charge me £516, a few days apart. I have two accounts - one a Plus, paid for in January (annual) and one now free (previously plus). Any idea why they may try to charge this? Luckily I didn’t have the funds in that account, and have now frozen it and ask for a new card to be issued.
Thanks!- Rich
PDrummy wrote:
DropBox has tried to charge me £516, a few days apart. I have two accounts - one a Plus, paid for in January (annual) and one now free (previously plus). Any idea why they may try to charge this?That sounds like the yearly charge for a Business Standard account with three users. Did you start a Business trial and not cancel it?
For any other information 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,
I noticed an annual subscription charge on the credit card associated with the account. The charge was made in September 2023 but there are no receipts/invoices displayed in "Billings". Also, there is no payment/receipt history.
Can you please let me know when this issue can be fixed? Or can you send me my current receipt for Sept 2023 so that I can reconcile my credit card for payment.
Thanks,
Molly [removed]
[removed]
[personal info removed per the Dropbox Community Guidelines]
- Rich
myin wrote:
I noticed an annual subscription charge on the credit card associated with the account. The charge was made in September 2023 but there are no receipts/invoices displayed in "Billings". Also, there is no payment/receipt history.
What plan does it say you're on when you look at your Plan page? If it says Basic, then the account you're signed in to doesn't have a paid subscription, and you're being charged for a different account.
Use the credit card charge lookup tool to identify the account you're being charged for, then sign in to that account to view the billing history and access the receipts/invoices.
Hi there. I am being charged a monthly fee from DropBox of $18.69. I have checked my account and I have a free account. I have checked my billing and invoices and there is nothing there. I can't even contact anyone because when I go into billing management, the option to contact someone is not available because I don't have a paid account. Does anyone know how I can contact someone to cancel this or manage this? The dropbot is useless. I need an email address or similar to stop the payment.
- Rich
Mums Who Wine wrote:
I am being charged a monthly fee from DropBox of $18.69. I have checked my account and I have a free account.
If you have a free account and you're being charged, then you're being charged for a different account. Use the credit card charge lookup tool to identify the account you're being charged for.
I can't even contact anyone because when I go into billing management, the option to contact someone is not available because I don't have a paid account.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.
I have been charged for several months a subscription of £9.99 per month but am concerned whether this is genuine as I have received many e-mails warning me that my drop box is over the limit. The e-mails look as though they are from dropbox but the e-mail addresses seem to be from different countries such as Iceland, San Francisco all warning me that my plans TBs of storage is nearly full and need to upgrade. The odd thing is that my account plan shows that there is more room and that nothing has been added for some time.
As I am concerned about the security of my account and the possibility of being scammed, I have given notice to downgrade/cancel my plan.
I guess that one issue may be whether I have for some reason got more than one dropbox account
- Megan
Hi hh48, welcome to our Community!
Is it possible that you have another account, and the charge is related to that? Have you tried our self-serve look-up tool, in order to locate where the charge is coming from? If I were you, I'd give it a go.
As for the emails warning you about the space in your account, have you made sure they are coming from official Dropbox domains?
Keep me posted of any updates!
I am being billed for an account I can not locate. I have a basic account that I want to keep, but I am being charged $13.02 for an account that I can not find and can not get anyone to help me find it so I can have it canceled.
- Rich
m74 wrote:
I have a basic account that I want to keep, but I am being charged $13.02 for an account that I can not find and can not get anyone to help me find it so I can have it canceled.
You can use the credit card charge lookup tool to identify the account you're being charged for.
This WORKED!! Thank you
Dropbox [removed per Community Guidelines] 141-58576933 CA 13.22- Every month I get billed by dropbox $13,22.
The account I am currently using is downgraded already downgraded to basic, so either I am wrongfully charged by dropbox.
Or the credit card charges are related to another dropbx account I might have signed u in the past and don't remember email or login anymore.
Customer service is non existent at dropbox as there is not chat or phone number. Can someone pls assist, sick of paying dropbox for a service i don't use.
Thanks
- Nancy
Sorry to hear this, dengmam.
From your post, it sounds like you’re being billed for another Dropbox subscription, indeed.
Have you tried inserting your transaction ID here, to verify the Dropbox account in question? Is it the same as the one showing here?
If not, please try logging in to Dropbox with the correct email address, and let me know if you can cancel your plan now.
it is not working. If i enter the transaction id and correct credit card details I get following notification; pls enter the expiration date and four last digits of your credit card number. I don't know to which account these changes are related, hence i can not log in. Most likely an old private or personal email i don't have access to anymore.
Hello everyone,
My company was charged 119€ for a dropbox service.
The title is ADYEN DROPBOX + 9 DIGITS.
We don't know who owns the account, even though the company is paying for the service.
I can't get any more information.
Thanks in advance
Chris
- Nancy
Hey Chris110, hope you’re doing great.
In general, you can locate the Dropbox subscription for which you’re being billed by inserting your transaction ID in this page.
Since these are ADYEN charges though, you may need to reach our support team instead.
Please open another browser (on which you’re NOT logged into ANY Dropbox account), and go here. After you’ve submitted your ticket, please send me your ticket number here.
Hello Nancy,
Thanks for your quick answer.
Here the ticket nb : Ticket #22851954
I created ticket on "paypal" section because i didn't other choice to begin the procedure..
