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Forum Discussion
I have an unauthorized charge from Dropbox. What can I do?
Dropbox has taken money from my credit card account without authorisation, how do I get it back?
kllebeau wrote:
I have an unauthorized charge on my debit card.
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.
Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
- Walter
Dropbox Staff
Hey there Badgerman - sorry to hear that.
Can you please provide some additional information about what happened? Is it possible that your credit card was somehow compromised? Have you contacted your bank about this?
If you'd like to see the email of the account that the charge relates to, you can use our self-serve lookup tool: https://www.dropbox.com/payments/find_receipt
Should you need further assistance though, do let me know and I'll reach out to the email address you use for your forum's profile so we can have a further look into this with all of my tools available.
In any case, please keep me posted!
I never used dropbox, and never subscribe anything from dropbox. But there are two unauthorized charges from dropbox on my credit card. One from last week, one from this week, with $19.99 each. What happened? I have closed my credit card account and opened up a new one, but the trasactions of those two charges got carried over.
- Walter
Sorry to hear that savan33, may I reach out to the email address associated with your Community's profile here so we can have a further look into this with all of my tools available?
In the meantime, have you been able to identify the email addresses that are associated with those charges by using our self served look-up tool?
Hi,
I have been charged for a subscription fee back on 29th march 2018. £720 fee for 5 business accounts, i dont even have a business? Ihave absolutly know i idea how this has happened? Unless my account was hacked?! I only caught on to this this charge when i saw a massive Paypal bill for the £720 come through on my bank statement this year!
I havent even used Dropbox and the inactively can be seen! How can i get my money back for the payment in 2018? Its Daylight robbery.
Thanks in advance
James
[personal information removed for security purposes]
- Walter
Hey there James, sorry to hear about this.
I see that you're in direct communication with a colleague of mine so I'd suggest that you referred to your existing ticket as this is the best way to handle account specific inquiries like this one. I passed your comments there too so we can have all the relevant information under one place.
If there's anything else I can assist with from my end, please let me know here and I'll be happy to follow up.
I also have had unauthorised annual debit card payments to Dropbox but I'm not using a payed account. I don't know how to cancel the Dropbox account and would like a refund for the past years. Can you please help.
- Megan
Hi Ulrike Steven, I hope you're doing well!
I just sent you an email, in order for us to have a closer look into this. I'll see you there.
Cheers!
This is somewhat of a unique situation that our finance team is asking me to look into - I'm trying to track down a charge for $63CDN from Dropbox to find out who owns this account, and from there, make the determination as to whether we should cancel/close the Dropbox subscription. (a bit of history - this company and all it's related expenses, etc were acquired from a team that has since departed so we have no way of going back to ask the previous folks)
The only piece of information I have to go on is the charge, and what appears to be a bank transaction ID. There is no transaction ID from Dropbox, so I can't even look up the transaction on their transaction checker. All I have is the following line on a credit card statement:
JUN 03 DROPBOXINCCADCARDSPRO SAN FRANCISCOCA $63.00
Dropbox support bot and knowledge base isn't very helpful in edge cases such as this so I'm wondering if anyone has any suggestions on how I can reach the Billing team to sort this out?
I upgraded my personal dropbox to 3TB on April 21, 2021, and my business Dropbox shows up in my personal one. My personal Dropbox keeps telling me that it is not syncing and I'm out of storage space. I would like my personal Dropbox and my business Dropbox to be separate. On July 25, 2021, my business Dropbox just billed me $216 and I need to talk to someone who can help me to separate the two. It has been very difficult to follow Dropbox Help to find the "admin console". It is impossible to talk to someone in billing to get this straightened out. Please help me with my frustration and confusion.
I need to speak with someone about my account and charges.
- Megan
Hi 19811981 & GTyler, I hope you're doing well!
You should be able to see all of your account's support options here.
You can also check out our self-serve lookup tool.
If you have any questions, I'm here.
- Megan
Hi lamontmonroe, I hope you're doing well!
As a first step, I'd suggest you follow Walter's steps, in order to locate both charges.
It's also important to note that if you have two charges, that would indicate two separate Dropbox accounts, under different emails.
When you say you would want the two to be separate, could you let me know more?
Thanks!
Some one need contact me IMMEDIATELY....at [email removed as per Community Guidelines]
Because all of your phone numbers on web are not in service....
Hello,
I found a credit card charge on my Visa today, and I cannot find why I was charged. How can I find out?
- MeganHi lulumarie, I'd be happy to help!
As a first step, I'd use our self-serve look-up tool.
That should shine a light on the charge.
Can you give it a go, and let me know how it goes?
Greetings,
We are experiencing an issue.
An annual account was created by an employee 01/15/2020. That employee ended employment 06/30/2020. The renewal charge showed up on the credit card reconciliation for January 2021. We are fine with the initial charge back in 2020, but we would like a refund for the current charge (1/15/2021), and would like to have our card removed from the account. By the way, we do not have access to the original email address.
There was another charge this past January (1/19/2022) for $119.88. Again, we would like a refund and our card removed from your system. Thank you!
- Mark
Super User II
You need to contact support for assistance at www.dropbox.com/support - WHEN NOT LOGGED IN. You will then get an option to "get help with an account issue".
Note, however, that they charge is authorised - your employee legally agreed to reoccurring payments when setting up the account. You havent cancelled or stopped these.
- Just got a direct charge on my credit card of an unrequested upgrade!
- MarkYou'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.Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.
Hi
Please can someone clarify something for me? I have a free dropbox account but have been sent emails about new charges coming up for various accounts. Can I simply retain by OLD FREE account without signing up for any of the new accounts available?
Many thanks,
Janz
- Megan
Hi kaFxo3-zigkad-nerxyb, welcome to our Community!
You surely can!
Do you have access to the Dropbox accounts related to these charges? If so, have you cancelled their renewal?
Let me know!
Hello
This message is for Megan and others who have replied to my previous question re the above. I was not able to reply on the thread because the blue box was kind of "grayed out".
Thank you for your replies. Does this mean that I can leave things as they are and not pay charges? I only have a free account with minuscule storage.
Thanks,
Janz
- Megan
Hey kaFxo3-zigkad-nerxyb, you mentioned you have been receiving emails about upcoming charges.
Could you let me know more about these emails, or send me a screenshot (without any personal info shown there)? Are they related to your Dropbox account?
I have a fraudulent charge that showed up on my bank account as dropbox [...] for $11.99. I used the tool to look it up.., the account email is [email removed as per Community Guidelines] for dropbox plus. This is a completely fraudulent charge and my bank has asked me to reach out to your support to reconcile this before they take action. Can someone please contact me at my account email to address this?
Hey Mark, yes of course I contacted my bank. My card was compromised and they closed the card and created a fraud report for the various transactions this being one. They have asked me to reach out to dropbox support and tell them this is fraud and ask them to take action to reconcile that transaction as a step prior to reversing the charge themselves. To dropbox support: I have filled out the appropriate contact us form and submitted that as well. Awaiting a reply or email from dropbox support..much appreciated.
I have been going through my bank statements for last year, and found a charge from DropBox for 119,88Euro. This account has no credit card and should not be linked to any of the DropBox e mails we use. How can we find the related email for this, so I can double check if this is fraud
- Hannah
Hey enzo950sm, thanks for posting to our Community.
If you have an unknown charge in your bank statement, you can use our lookup tool, to locate the email address connected to the account in question.
Let me know how it goes or if you need anything else!
Hi Hannah - thanks for the suggestion - the charge is directly on my bank statement (and not from a credit or debit card). I tried to use one of the 12 digit alphanumeric references on the bank statement but this didnt work. I have all the information available from the bank statement, but just need to find someone that can connect this to an e mail address. any idea on who I can contact? Thanks!!!! E
