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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...

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!

Megan

Dropbox Staff

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!

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
  Copy Link
  Helpme1104 wrote:
  Can you please help me with the same problem?
  
  Follow the steps Megan posted above to open a ticket.
  - Helpme1104
    New member | Level 2
    2 years ago
    Copy Link
    Thanks Rich- this did not work. I have not recieved any response from drop box regarding my ticket. This company is a scam.
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
  Copy Link
  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
  Copy Link
  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.
poojaSumo
New member | Level 2
2 years ago
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Hi Megan, I am experiencing the same issue. I've raised a text too and here's the ticket number. Can you please help.

Thanks

Ticket #23339846: Dropbot Support Chat
- Megan
  Dropbox Staff
  2 years ago
  Copy Link
  Hey poojaSumo, thanks for posting here!
  
  I was able to locate your ticket number, and respond back to you. Keep in mind that my response was on a different ticket that you've had created, since the one you provided above, was automatically spammed.
  
  I'll be happy to see you there, cheers!

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I can't access my email to get the confirmation code to log me into Dropbox. \n I'm trying to cancel my subscription and delete my account...","body@stringLength":"377","rawBody":"

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.

","kudosSumWeight":1,"postTime":"2024-01-04T16:19:47.340-08:00","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":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:cancellations","text":"cancellations","time":"2021-06-30T04:55:49.611-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:downgrade","text":"downgrade","time":"2018-07-19T01:32:21.915-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Plans","text":"Plans","time":"2018-07-19T04:58:12.082-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:741255_2"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":3951},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":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":[]}}},"archivalData":null,"customFields":[],"body":"

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.

"},"Conversation:conversation:741255":{"__typename":"Conversation","id":"conversation:741255","solved":true,"topic":{"__ref":"ForumTopicMessage:message:741255"},"lastPostingActivityTime":"2024-04-02T09:50:21.858-07:00","lastPostTime":"2024-04-02T09:50:21.858-07:00","unreadReplyCount":13,"isSubscribed":false},"ModerationData:moderation_data:741255":{"__typename":"ModerationData","id":"moderation_data:741255","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"Revision:revision:741255_2":{"__typename":"Revision","id":"revision:741255_2","lastEditTime":"2024-01-04T16:21:11.641-08:00"},"AcceptedSolutionMessage:message:741256":{"__typename":"AcceptedSolutionMessage","id":"message:741256","conversation":{"__ref":"Conversation:conversation:741255"},"author":{"__ref":"User:user:1148275"},"revisionNum":1,"uid":741256,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001018"},"parent":{"__ref":"ForumTopicMessage:message:741255"},"subject":"Re: 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?

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!

","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"213","postTime":"2024-01-04T16:22:28.237-08:00","lastPublishTime":"2024-01-04T16:22:28.237-08:00","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":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":3603},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001018/message:741255/message:741256","readOnly":false,"editFrozen":false,"body@stringLength":"846","rawBody":"

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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Can't access my account to delete the payment linked to it.","moderationData":{"__ref":"ModerationData:moderation_data:741488"},"body":"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.","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":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDc0MTUwNiw3NDE1MDY","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","uid":741506,"id":"message:741506","revisionNum":1,"author":{"__ref":"User:user:1850"},"readOnly":false,"repliesCount":2,"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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Thanks Rich- this did not work. I have not recieved any response from drop box regarding my ticket. This company is a scam.

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Thanks Rich- this did not work. I have not recieved any response from drop box regarding my ticket. This company is a scam.

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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.

Hi Megan, I am experiencing the same issue. I've raised a text too and here's the ticket number. Can you please help.

Thanks

Ticket #23339846: Dropbot Support Chat

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Hi Megan, I am experiencing the same issue. I've raised a text too and here's the ticket number. Can you please help.

Thanks

Ticket #23339846: Dropbot Support Chat

Hey poojaSumo, thanks for posting here!

I was able to locate your ticket number, and respond back to you. Keep in mind that my response was on a different ticket that you've had created, since the one you provided above, was automatically spammed.

I'll be happy to see you there, cheers!

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Hey , thanks for posting here!

I'll be happy to see you there, cheers!

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