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Forum Discussion
I am being billed for an account tied to an email address that no longer exists.
I have been getting billed for an account that has not been used in years and that I do not have access to. I can't log in to change the password or close the account because the email address was deleted. I also no longer control the domain. I continue to get charged for Dropbox, and even when I dispute the charges and have my credit card issuer change my credit card number, I still get charged. Every time I try to get help on the support site, I am asked to LOG IN, which I can't... and I end up in Dropbox's intentionally infinite black hole of death and sadness. Someone point me in the right direction, please, and thank you.
- Megan
Dropbox Staff
Hi needsomehelp, let's jump right into this!
Have you tried to contact Dropbox Support directly for this?
You can 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.
Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.
Let me know more!
Thanks for responding, Megan. I followed your instructions, using an incognito browser window to submit a help request through the support page. It does not provide a ticket number. The web form also indicated that Dropbox can only communicate about the issue via the email address associated with the account in question... more circular reference sadness. So, even if you or someone else in the support community sees the ticket internally, you're unlikely to find me.
- Rich
Super User II
needsomehelp wrote:
I have been getting billed for an account that has not been used in years and that I do not have access to.
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.
I continue to get charged for Dropbox, and even when I dispute the charges and have my credit card issuer change my credit card number, I still get charged.This likely happens due to a service known as a CAU, or card account updater. It's a service offered by most card companies to update the payment information for subscribed services when a card number has changed. Your card company may be changing your card number, but then they update Dropbox with that new information to prevent any disruptions in the service that you're subscribed to.
Thanks, Rich. I've tried that method multiple times to no avail.
It would be nice if the card issuers were required to allow consumers to opt-in to CAU services. I see the obvious benefits to card issuers and merchants, but the practice isn't great for consumers.- Nancy
needsomehelp, just to clarify, the Dropbox plan you’d like to cancel was upgraded via www.dropbox.com and not iTunes or Google Play, correct?
If yes, then I may be able to further assist.
That sounds tough! Try reaching out to Dropbox support through their Twitter (@DropboxSupport) or by using someone else’s account to contact them. Provide your billing details so they can find the account without needing your email. If charges continue, ask your bank to block Dropbox. If needed, consider filing a complaint with a consumer protection agency. Good luck!
Thanks, nickemery. I've tried all of these things, including asking my credit card issuer to block Dropbox (that measure has failed several times).
