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Forum Discussion

joyanisa74's avatar
joyanisa74
New member | Level 2
3 years ago

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund
cancellations
Payments
Plans
Refunds
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 
zhaoruxia's avatar
zhaoruxia
New member | Level 2
2 years ago

I registered a Dropbox account, I received a deduction of 199 USD today but I did not order the 3TB package. This package is not applicable to me and Dropbox didn't show me it will deduct fees. I am very dissatisfied with that charge and now apply for a refund now.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi there zhaoruxia, sorry to hear about this.

     

    Have you by any chance reached out to our support team to ask for assistance on this?

     

    If you did, please share your ticket ID with us here, so that we can look it up in our system.

     

    Thanks!

  • chrishengbee's avatar
    chrishengbee
    Explorer | Level 4
    2 years ago

    Hello,

     

    I have started my trail of professonal two days ago but later I decided to cancel it because of some consideration. However, I am surprised to see a bill of 199 euros in my bank account. To my understanding, such a payment won't be made until the end of my trial, and in my case it certainly shouldn't be made anyway as I already canceled my trail. 

     

    Can I ask why this happened and kindly ask for the refund please?

     

    Best regards,

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hi chrishengbee, sorry to hear about this! 

       

      Have you tried to contact our Support team, in regards to this charge issue from your Professional trial? 

       

      You should be able to do so, since the account is a paid one, and they'd have more account-specific info, in order to let you know more about this. 

       

      Let me know more!

      • chrishengbee's avatar
        chrishengbee
        Explorer | Level 4
        2 years ago

        Hi, 

        Thanks for the quick reply.

         

        I did try to connect to Support, but as I already canceled my Professional account. The Support page only offers me either chatting with bot or comming to the community. So honestly they were not very helpful.

         

        Also I tried the online tool to check the transaction but I don't have the 12-character code in my bank statement so the tool is not useable to me too.

         

        Best regards

    • chrishengbee's avatar
      chrishengbee
      Explorer | Level 4
      2 years ago
      I had the same problem! What is the final solution?
  • sesky's avatar
    sesky
    New member | Level 2
    2 years ago

    Hi - I have just had an annual renewal amount taken out of my bank today even though I haven't used drop box in a long time and actually thought I had cancelled. In any event I received no notice of the renewal taking place.  I would like that annual amount refunded and my account to be cancelled as I genuinely do not use it.

    • Megan's avatar
      Megan
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hi sesky, I'd be happy to look into this for you! 

       

      Can I send you an email, in order for us to have a closer look into this? 

       

      Let me know!

    • sesky's avatar
      sesky
      New member | Level 2
      2 years ago

      Yes please Megan. I would welcome that.

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hey sesky, sorry to jump in, but I just wanted to mention that I've just followed up via email, so please have a look at your inbox and we'll take it from there.

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