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Explorer | Level 4

2 years ago

Solved

Can't access my account to delete the payment linked to it.

I have a paid Dropbox plan on an email address I've deleted.
I can't access my email to get the confirmation code to log me into Dropbox.

I'm trying to cancel my subscription and delete my account.

I can't contact support as I don't have access to my paid plan.

My bank can't cancel the payment as my card is linked but it's not a direct debit.

cancellations

downgrade

Plans

Megan
2 years ago
Hi J2is, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

13 Replies

Megan
Dropbox Staff
2 years ago
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Hi J2is, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!
- Helpme1104
  New member | Level 2
  2 years ago
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  Can you please help me with the same problem? I thought I resolved this a few years ago/ I see my payment is still being charged. I sent emails and never received a response which I can prove. I would also like a refund.
  - Rich
    Super User II
    2 years ago
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    Helpme1104 wrote:
    Can you please help me with the same problem?
    
    Follow the steps Megan posted above to open a ticket.
- J2is
  Explorer | Level 4
  2 years ago
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  Megan I've tried to contact Dropbox Support directly via the contact page and also Twitter. I had a discussion via email with Elise who wasn't able to verify my account despite me giving the full transaction details of the Dropbox transaction. I've had my bank block Dropbox, but would like to terminate the account through official means hopefully
  - Megan
    Dropbox Staff
    2 years ago
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    Hey J2is, I hope you're doing well!
    
    Do you happen to have a ticket number reference, from your communication with Elise?
    
    We can definitely help you cancel the plan, if you have to although blocking Dropbox directly through your bank would also work.
    
    However, we can't delete a Dropbox account. The only one able to do that, is the user of the account.
    
    Keep in mind though, that usually after some time of inactivity -which is approximately a year or so- you will receive a notice that the account will be closed.
    
    I hope this clarifies!
- simina
  New member | Level 2
  2 years ago
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  There should be a person one can call to talk to ! I am having the same issue. The admin for my account left the company years ago. I think Dropbox makes things difficult to keep people paying out of sheer bureaucratic inertia.
  - Walter
    Dropbox Staff
    2 years ago
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    Hey simina - sorry to hear about this.
    
    Have you tried reaching our to our support team yet?
    
    If so, you can share your ticket ID with us so that we can look it up as well if needed.
dkerr
New member | Level 2
12 months ago
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This is not resolved. I am experiencing the same issue. The billing page on the help pages helps me identify which account charges are coming from, but I still have no access to that email.

How on earth is one to solve this problem? Mailing a physical form to close out my account seems to be the only recourse.

This is straight-up fraudulent business practice, making unsubscribing so difficult. And not providing ANY support.
- Jay
  Dropbox Staff
  12 months ago
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  Hi dkerr, you can 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.

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I have a paid Dropbox plan on an email address I've deleted.
I can't access my email to get the confirmation code to log me into Dropbox.

I'm trying to cancel my subscription and delete my account.

I can't contact support as I don't have access to my paid plan.

My bank can't cancel the payment as my card is linked but it's not a direct debit.

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I have a paid Dropbox plan on an email address I've deleted.
I can't access my email to get the confirmation code to log me into Dropbox.

I'm trying to cancel my subscription and delete my account.

I can't contact support as I don't have access to my paid plan.

My bank can't cancel the payment as my card is linked but it's not a direct debit.

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Can't access my account to delete the payment linked to it.","moderationData":{"__ref":"ModerationData:moderation_data:741256"},"body":"

Hi J2is, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

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Hi , let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

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I thought I resolved this a few years ago/ I see my payment is still being charged. I sent emails and never received a response which I can prove. I would also like a refund.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2024-01-05T17:53:35.094-08:00","lastPublishTime":"2024-01-05T17:53:35.094-08:00","metrics":{"__typename":"MessageMetrics","views":3376},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:741255/message:741488","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDUyOjF8aW50LDc0MTUwNiw3NDE1MDY","node":{"__ref":"ForumReplyMessage:message:741506"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"220","rawBody":"Can you please help me with the same problem? I thought I resolved this a few years ago/ I see my payment is still being charged. I sent emails and never received a response which I can prove. I would also like a refund.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:741488_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:741506":{"__typename":"ModerationData","id":"moderation_data:741506","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:741506":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1850"},"id":"message:741506","revisionNum":1,"uid":741506,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumReplyMessage:message:741488"},"conversation":{"__ref":"Conversation:conversation:741255"},"subject":"Re: Can't access my account to delete the payment linked to it.","moderationData":{"__ref":"ModerationData:moderation_data:741506"},"body":"

Helpme1104 wrote:
Can you please help me with the same problem?

Follow the steps Megan posted above to open a ticket.

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wrote:
Can you please help me with the same problem?

Follow the steps Megan posted above to open a ticket.

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Megan I've tried to contact Dropbox Support directly via the contact page and also Twitter. I had a discussion via email with Elise who wasn't able to verify my account despite me giving the full transaction details of the Dropbox transaction. I've had my bank block Dropbox, but would like to terminate the account through official means hopefully

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I've tried to contact Dropbox Support directly via the contact page and also Twitter. I had a discussion via email with Elise who wasn't able to verify my account despite me giving the full transaction details of the Dropbox transaction. I've had my bank block Dropbox, but would like to terminate the account through official means hopefully

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Hey J2is, I hope you're doing well!

Do you happen to have a ticket number reference, from your communication with Elise?

We can definitely help you cancel the plan, if you have to although blocking Dropbox directly through your bank would also work.

However, we can't delete a Dropbox account. The only one able to do that, is the user of the account.

Keep in mind though, that usually after some time of inactivity -which is approximately a year or so- you will receive a notice that the account will be closed.

I hope this clarifies!

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Hey , I hope you're doing well!

Do you happen to have a ticket number reference, from your communication with Elise?

We can definitely help you cancel the plan, if you have to although blocking Dropbox directly through your bank would also work.

However, we can't delete a Dropbox account. The only one able to do that, is the user of the account.

Keep in mind though, that usually after some time of inactivity -which is approximately a year or so- you will receive a notice that the account will be closed.

I hope this clarifies!

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There should be a person one can call to talk to ! I am having the same issue. The admin for my account left the company years ago. I think Dropbox makes things difficult to keep people paying out of sheer bureaucratic inertia.

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Hey simina - sorry to hear about this.

Have you tried reaching our to our support team yet?

If so, you can share your ticket ID with us so that we can look it up as well if needed.

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Hey - sorry to hear about this.

Have you tried reaching our to our support team yet?

If so, you can share your ticket ID with us so that we can look it up as well if needed.

This is not resolved. I am experiencing the same issue. The billing page on the help pages helps me identify which account charges are coming from, but I still have no access to that email.

How on earth is one to solve this problem? Mailing a physical form to close out my account seems to be the only recourse.

This is straight-up fraudulent business practice, making unsubscribing so difficult. And not providing ANY support.

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Hi dkerr, you can 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.

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Hi , you can 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.

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