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needsomehelp's avatar
needsomehelp
New member | Level 2
2 months ago

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 de...
Billing
cancellations
Payments
Rich's avatar
Rich
Icon for Super User II rankSuper User II
2 months ago
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.

  • needsomehelp's avatar
    needsomehelp
    New member | Level 2
    2 months ago

    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's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      2 months ago

      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.

      • needsomehelp's avatar
        needsomehelp
        New member | Level 2
        2 months ago

        Yes, Nancy. The plan was purchased directly through dropbox in 2015 or 2016.

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