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Forum Discussion
Getting charged every month but I never signed up for a subscription. How can I stop the charges?
Help! I need a phone number for customer support, I keep getting a charge for $18.07 every month, I don’t know what email was used because this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!
- Hi, so I keep getting charged 19.99 from Dropbox when it says I have a free account. I saw the option to “chat” a message to Dropbox but I don’t feel comfortable giving out my card information like it asks. Is there any way I can talk to someone to get this resolved and stop the billing please? Thank you for any help!
The EXACT same thing is happening to me. I never signed up for a dropbox paid- level account and have been charged $19.99 every month for almost a year. When I enter in my transaction numbers and last 4 of CC number into their billing support tool it doesn't show any record of these transactions.
HELP!
So, I have never been more frustrated in my life! We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account (nor will we ever, after dealing with this company. Whoever heard of a company that you cannot call directly with a serious problem?). When I try to resolve this on-line (which I have made several attempts over multiple days, spending A LOT of time on this), I get nowhere because it is requiring things like an account number, but we don't have an account!
I will contact our bank when it opens on Monday, but I also want to talk to someone at the company to make sure we get a refund and to make sure we are not on some kind of renewal plan. I am actually putting this out there, in hopes that someone from the company will reach out to me so we can investigate this further. Any suggestions in case this doesn't happen?
Hello! Could you please help me with this
When I checked in for billing details, I find this mentioned: "No payment or billing activity"
I thought the first debit to my credit card was genuine. I cancelled the trial on 23rd Aug. 2023 before the next charge date. on 01 Sep. But amount of USD11.99 has been debited on 3rd Sep. 2023.
The Transaction Details (quoted above) mentioned in the credit card statement is Dropbox db.tt/cchelp IE* which is not the alphanumeric transaction ID mentioned in Dropbox Help section. I earnestly seek help from the community to investigate the origin of this unauthorised debit. Please help recover the amount unauthorisedly siphoned off from my account.
Thanks.
- Rich
Super User II
djs3 wrote:
We have had a $119.88 charge for Dropbox come out of our bank from nowhere. We do not have a Dropbox account
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 get nowhere because it is requiring things like an account number, but we don't have an account!You can look up which account is associated with the charge.
Hello,
I am being charged $17.91 monthly by DROPBOX and on BOTH of my accounts (separate emails) I NEVER ONCE upgraded nor given my Banking Information.
How can I get in touch with DROPBOX Support (Phone or Live) to discuss this issue, as I DO NOT have access under my basic accounts to LIVE SUPPORT.
Thank you- Hannah
Dropbox Staff
Hey Isha, sorry to see you're having an issue with this.
Just to clarify, it's not really possible to get charged without providing your billing info first.
Did you perhaps have a free trial that renewed?
Is this a Dropbox charge or a Dropbox Sign one?
If it's a Dropbox one, you can use this page, to locate the email address associated with the payment.
- Hi, i am being charged monthly for an upgraded subscription, but when i try to cancel it, it says i have the basic subscription, which is (supposed to be) free! There is noeone to contact, and im really frustrated!
- Megan
Hi Judy1219, sorry to hear about that!
Is it possible that you upgraded a different account than the one you're looking at?
Have you tried using our self-serve look-up tool, in order to locate the Dropbox account linked to the charge, and identify if it's a different one?
Do you remember perhaps whether you upgraded your account directly from the Dropbox website or via Google Play/iTunes?
Keep me posted!
turns out that that is a very hard ID to obtain.
- Walter
Hey 1638309 & Pumpkaboo - sorry to hear about this.
Have you by any chance tried using our self served look up tool to identify the email address that's associated with the charges in question?
If you did and need further assistance on this, you could contact our support team through this form.
Just make sure to use an incognito window without signing into any Dropbox account and fill out all the relevant information along with an email address we can reach you at.
I hope this helps a tad.
I have tried filling out the form- it loops you back to the main support page. Using your 'Transaction Look-up' tool via support page AND my account shows ZERO payment history... yet I get charged every single month. There is no one to help me. This is illegal!
- Hannah
Hey lindsaybrooksbender, sorry to hear you're having issues with this.
Based on the amount you mentioned, it sounds like a Dropbox Professional subscription.
Do you remember creating a Professional trial at some point maybe, that could have renewed to a paid subscription?
And are those credit card payments or are you being charged through iTunes?
In my experience you have to handle this on your own as Drop Box does not have a Customer Service center to call and the autobot can't understand. I suggest putting a new card on file and never responding to emails from Dropbox. If you aren't already committed to a plan, I'd probably choose a new platform, this happens regularly.
- Rich
1638309 wrote:
... this is fraud on my card! I never signed up for this account, I have no use for it. I need these charges to stop!
Also remember that 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 received a charge on my credit card statement. I do not have a paid plan with Dropbox. I do not know what this charge is for. I have tried to use the card lookup tool but that isn't working.
I would really like to speak with someone about this issue but, since I do not have a paid plan (even though I was charged), I am only left with a bot or message board.
Any help would be greatly appreciated!
- Rich
jdavis2023 wrote:
I received a charge on my credit card statement. I do not have a paid plan with Dropbox. I do not know what this charge is for. I have tried to use the card lookup tool but that isn't working.
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.
Hi All
We were billed, against our credit card for a drop box account on 14 June 2023. Our [personal information removed per the Community's Guidelines] drop box account is the only drop box account we have yet it is a basic account.
I have tried to get to speak to a person in the drop box cloud and tried all manner of means through electronic communication.
This is the reason why I do not personally ever use drop box.
I am taking this last ditch effort before I get the matter investigated and get the banks to step in to get our money back.
Hopefully a real person will read this and be able to assist.
Kind regards
Maria
- Rich
Governance wrote:
I have tried to get to speak to a person in the drop box cloud and tried all manner of means through electronic communication.
What exactly is the issue that you need help with?
Why do I have two charges on 7/27/2023 on my Dropbox bill?
Why do i have two charges on my Dropbox bill. Who can help me?
- Dropbox has been taking money from me for sometime now with unauthorized transactions. But this morning I was charged 199.00 for a subscription that’s not even showing up on my App Store.
- Rich
Vicelord wrote:
Dropbox has been taking money from me for sometime now with unauthorized transactions.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’ve been getting charged for this account for over a year and I never even signed up for it
- Hannah
Hey lavelhicks , sorry to hear about this!
Can you use our payment lookup tool, to find out which email address is associated with the subscription?
Is it bringing up your own email address or an address you don't know?
- It’s associated with my email…every contact number I’ve tried to call or support group has been no response or solution
Hi... I downgraded my account one year ago from Pro to basic (free). On May 15 of this year, about a year after my downgrade in 2022, I was charged $127.37 ...... I'm only on/using the free/basic plan and am not sure why I was charged this amount. My current account only shows it as a free/basic account. How do I get a refund and stop DropBox from continuing to charge me in the future?
The charge is listed as Dropbox [email removed as per Community Guidelines]
- Megan
Hey JosephHenryM, I hope you're doing well!
Feel free to have a look at Rich's response here. That should help you identify where the charge is coming from, and how to proceed.
If you have any questions, I'm here!
There's a issue with Dropbox support. If you don't have a paid plan there is no ability to get support. I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card. It seems to me that Dropbox would benefit from a decent support option, not just links to articles.
- Rich
whynosupport wrote:
I was charged by Dropbox but my account is actually free. Now I have no way to resolve this issue without using my bank who issued the card.
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.
