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joyanisa74's avatar
joyanisa74
New member | Level 2
3 years ago

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund
cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 
Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

I'm sorry to hear this, Ntc2821. 

 

Can you send me the ticket number from your last convo with our support team, so that I can have a look?

 

Is it possible that you're now being charged for a separate Dropbox account under a different email address?

Sam DBX's avatar
Sam DBX
Icon for Community Manager rankCommunity Manager
2 years ago
Hi everyone,
 
Here is some key info on cancelling accounts and refunds: 
 
If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
 

 

:dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
 

 

 

 

 

 
To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
 
Apple/Direct Debit 
If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
 
If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
 
If you did not create a Dropbox subscription and/or do not recognize the charge:
 
  • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

 

  • You can also use our Look up tool to check a credit or debit card purchase

 

  • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
Notes on refunds:
  • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
  • Refunds are often not offered for Dropbox subscriptions and team member licences.
  • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
 
Hope this helps!
Sam 
  • bexby28's avatar
    bexby28
    Explorer | Level 3
    2 years ago
    Hi all! How do I get a refund for a payment? I no longer use the Dropbox account can't find anything in the Dropbox support. A payment had gone through from PayPal. This bank account is shared and the other account holder needs those funds desperately!!
    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hi bexby28, I've merged you to this thread for users with similar questions. 

       

      Could you try the suggestions in this post to contact the support team?

      • bexby28's avatar
        bexby28
        Explorer | Level 3
        2 years ago
        I've tried all these. I can't cancel my subscription as my account says I'm on the Basic so there's nothing to cancel. There's only the option to Delete account. I need to email a person. My payment only happened today and time is of the essence.
  • ST14's avatar
    ST14
    New member | Level 2
    9 months ago

    Hi

     

    I have a billing problem but no associated account. Can you help?

     

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