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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 card has been charged for many months and I am on the free basic plan. There is no where on this site where I can contact any human being. That is ridiculous for a company of your size. I expect my money refunded immediately!
- Megan
Dropbox Staff
Hi Kirsteng, let's jump right into this!
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.
Let me know more of any updates!
I'm reaching out / logging in thru my personal Dropbox account.
There is a charge on our companies VISA for $1200 and I don't know what it's for??
I tried the "lookup" tool for credit card charges and it's not working... no one at my office knows if this in an older account that a prior employee set up before I started working here / we have no access to it, don't know what the e-mail address is, etc.. how can i SPEAK WITH A PERSON to rectify this?
This is SUPER annoying!!
- Rich
Super User II
sammyjoms wrote:
There is a charge on our companies VISA for $1200 and I don't know what it's for?? ... how can i SPEAK WITH A PERSON to rectify this?
With that amount it's likely for a Business account which would allow you to access phone support, but phone support is initiated via a callback through the admin console of the account, and only the team admin would have access. There's no phone number that you can call. If you can't sign in to the account to access the admin console, you'll need to open a ticket.
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.
- Rich
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.
This doesn’t work. I think Dropbox doesn’t care and makes it hard to find any info. Now way to contact them and work thru the issue. It’s obvious. I have a charge on my credit card. I cannot look up the charge on you tool because it’s a new credit card and followed from the previous card so it doesn’t work. Now what? I can get a new card but the charge will follow it. I cannot tell what Dropbox account the charge is for.
- Jay
Hi Rsg7777, are you able to contact the support team 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, followed by your billing info.
They should be able to assist from there on.
I have a charge on my credit card for the sum of €119.88 for an account I'm not aware of. There is no ID-number for this transaction, only referring to DB.TT/CCHELP. I saw a previous similar question about the same amount which was marked Solved so maybe there is a valid explanation?
- Rich
Erication wrote:
I have a charge on my credit card for the sum of €119.88 for an account I'm not aware of.
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.
Hello, I am the company accountant - we are being billed £16.99 each month from Dropbox - but no one in the company knows who this is for. I can give all the credit card details and the dates of the past few monthly charges.
I can't log in to the account - because I don't have the email address of the person who set the account up - we don't know who it is.
How do I find out who this account is for, how do I get invoices for payments that have been taken, and if necessary - how do I close the account?
- Hannah
Hey Christine Campbell, thanks for reaching out about this.
If these payments are made through a credit card, you should be able to use our payment lookup tool, to find out the email associated with the paid account.
Let me know if you have any trouble finding that!
This just happened to me too. I was just charged for 3 licenses. I don't even use this
- Rich
wildone1 wrote:
This just happened to me too. I was just charged for 3 licenses. I don't even use this
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.
Help! I have logged into both of my free accounts to verify ZERO billing BUT a charge of $11.99 is showing up on my Amex.
- Rich
Sandra Hess wrote:
Help! I have logged into both of my free accounts to verify ZERO billing BUT a charge of $11.99 is showing up on my Amex.
You can use the credit card charge lookup tool to identify the account you're being charged for. If it's one of your accounts you should be able to sign in to it, resetting the password if necessary, and cancel the billing.
Otherwise, 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 was just charged a renewal fee by Dropbox for an account I do not have. When I put the transaction information in the Dropbox search tool I just get an error message. I have followed all of the support suggestions and do not have an account that is tied to the credit card number they are charging. I have also never received a bill or an acknowledgment that a payment was received by Dropbox. This charge was reported to my credit card as fraud.
- Megan
Hi iszpilczak, welcome to our Community!
I'd be more than happy to help you locate this charge. Can I possibly send you an email to your Community-linked email address, in order for us to have a closer look into this?
Let me know!
Hi Megan,
Yes, please send me an email. I have tried to use the lookup tool and it just prompts me for the credit card information that I have provided.
- I have just got charged 95 pounds for a basic account how is that possible ?
- Megan
Hi Barettaski, I hope you're doing well!
In regards to your charge, can you please clarify if you've tried our self served look up tool to identify the email address that's associated with this charge?
Let me know what you find and we'll take it from there.
- Hi Monica
I could not get a 12 digit transaction but a much longer one so I was unable to run the test
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
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.
- I had a charge on my card for about 120 and ive never used or looked at drop box until it happened but I’ve looked for the email to talk to a real person and get my money back after looking through all the other useless help pages, and I still can’t find it. I just wanna email someone in billing or support who can help me sort this out
- Megan
Hey Iwantmymoney, let's jump right into this!
It'd be more than happy to reach out, and send you an email in order for us to have a closer look into this.
Would that be okay?
Let me know!
