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Forum Discussion

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

How to cancel account when I no longer have access to associated email address?

Hi,   I have an old Dropbox account that I haven't used for several years, but is still billing my credit card. My problem is that I no longer have access to the email address associated with tha...
Billing
cancellations
Payments
Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 years ago
ericverploeg wrote:

My problem is that I no longer have access to the email address associated with that account, so I am unable to log in to cancel that 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.

 

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

    Hi Rich,

     

    Thanks for this suggestion. I tried following your suggested approach.

     

    The online form included all the credit card transaction details that proved that I was indeed the Dropbox account holder, even though I no longer have access to the email account associated with the Dropbox account.

     

    It's been eight days since I filled out the form, and I haven't heard anything (I included a new email account to reach me on), nor have I seen anything posted to my credit card account. 

     

    Is there an alternate approach, or escalation path, that I should be considering? @DropboxSupport on twitter?

     

    Thanks,
    Eric

     

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

      It's been eight days since I filled out the form, and I haven't heard anything ...

      Reply here with the ticket number you received after submitting the form and a Dropboxer may be able to check its status.

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

        Hi Rich,

         

        Thanks for your ongoing assistance. 

         

        I did not get a ticket number after submitting the form you suggested. Perhaps they sent it to the email associated with the account (despite me saying I no longer had access to that account, and supplying an alternative email address to reach me on).

         

        I thought perhaps I had missed it in the support request confirmation page, so I just re-tried the whole process. There was no ticket number on that confirmation page. 

         

        Should I try their online chat? Is there a phone number to call? What's my best next step?

         

        Thanks,

        Eric

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