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Forum Discussion

Guanso's avatar
Guanso
Helpful | Level 6
2 years ago

Being billed for an account I don't have access anymore

Hi all! Just got billed for an annual plan on an account I don't have access to anymore. Neither do I have access to the email used to make the subscription last year. Can someone help me? Thanks ...
cancellations
Payments
Refunds
  • Guanso's avatar
    Guanso
    2 years ago
    Hey guys, hope you're all doing well. I haven't had any email sent as a reply to my support ticket. Any ideas? Do you have an email that you know the Dropbox team answers?

    Thanks again, cheers
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi Guanso, thanks for bringing this to our attention.

 

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

 

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, following by your billing info.


Keep me updated with any progress!

Guanso's avatar
Guanso
Helpful | Level 6
2 years ago
Jay, thanks for the reply!
Specifically, what pieces of information would you need as regards billing?

Thanks again, I'll wait for your reply and will do as you instructed!

Have a nice day
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey @Guanso, I hope you’re doing well. 

     

    Were you able to open the support ticket via the link Jay provided above? 

     

    In general, you can provide any details you’re asked to fill in while opening the ticket (it’s totally safe, in case you were concerned about this). If you have the 12-digit transaction ID from your charges, please make sure to provide that.

     

    If you have any other questions though, give me a nudge!

    • Guanso's avatar
      Guanso
      Helpful | Level 6
      2 years ago
      Hey guys, hope you're all doing well. I haven't had any email sent as a reply to my support ticket. Any ideas? Do you have an email that you know the Dropbox team answers?

      Thanks again, cheers
      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hi again, Guanso!

         

        Just to clarify, did you receive any kind of ticket number to your email address (including your spam folder) after submitting your support request?

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