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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 
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hey there jpark, sorry to hear about this.

 

Do you happen to have another Dropbox account, associated with another email address of yours perhaps?

 

If you use the self-served look up tool to identify the email address that's associated with the charge in your bank account, does it match with the one you see in your account's settings online and the one listed in the mobile app's settings?

 

Let me know what you find and we'll take it from there.

jpark's avatar
jpark
Explorer | Level 3
2 years ago

I have two accounts, one is basic/free with 1 email, which I downgraded it this last month. The other is a Plus account... This is weird tho, I just checked my icloud subscriptions, and it says that I was refunded the first charge but my account supposedly expires today now. I did not want to cancel my Plus account, I just want to not pay twice. Thanks for any help.

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

    Hey jpark, was the second payment made through Apple as well? Or was it a credit card charge?

    • jpark's avatar
      jpark
      Explorer | Level 3
      2 years ago

      It was a card charge directly from Dropbox.

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

        Hi jpark, just for clarification, since you've received a refund for one charge, do you want the other charge to remain active? Is the active charge the card payment?

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