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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 
aotlove's avatar
aotlove
Explorer | Level 4

want a refund what to do misunderstood the price I think the price of Thai baht

Donny Rowles's avatar
Donny Rowles
Explorer | Level 3
2 years ago

I don't know who needs to hear this - but is DropBox customer service, awful?

I haven't been able to get on the phone to talk with anyone.

It's an endless loop that sends me back to the website.

They charged my account today for 3 admins/users - and I am only 1.

I am trying to get refunded some because I'm not using the package they just charged me for.

 

How's it going for everyone else?

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

    Sorry to see you're having issues with the phone support option, Donny Rowles.

     

    Have you tried using the chat or the email option instead?

    • Donny Rowles's avatar
      Donny Rowles
      Explorer | Level 3
      2 years ago

      You are telling me you can't get on the phone with a DropBox rep?

      DropBox charges too much to not have phone customer service.

      I will go through your ticket process.

      • Rich's avatar
        Rich
        Icon for Super User II rankSuper User II
        2 years ago
        Donny Rowles wrote:

        You are telling me you can't get on the phone with a DropBox rep?

        The support options vary based on the plan you have. Basic (free) accounts have access to various self-help options such has the help center articles, chat bot or asking questions in this Community. Options for paid accounts include email and live chat support. Phone support is available for Business accounts, and is handled via a call-back initiated through the Admin console (there is no phone number to call).

         

        All of the available support options for your account can be found on the Support page while you're signed in to your account.

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