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Forum Discussion

carrolbenj's avatar
carrolbenj
Explorer | Level 3
3 months ago

I'm trying to cancel the subscription for an account I can't access.

I have a 2nd account attached to a different email that I no longer have access to since I no longer work for the company. I want to cancel the subscription tied to the account but cannot login since...
Account Access
cancellations
Security
carrolbenj's avatar
carrolbenj
Explorer | Level 3

It is a one time code, I do have the password but can't see the code without the email. I am being charged directly through dropbox, not either of the app stores. Thank you for the response!

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
3 months ago

Hi carrolbenj, thanks for the info. To cancel the subscription without access to the account, you can contact the support team directly.

 

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, followed by your billing info.

 

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

  • carrolbenj's avatar
    carrolbenj
    Explorer | Level 3
    3 months ago

    I went through the process above and submitted a ticket, but I didn't get a ticket number. I'm assuming the email account I don't have access to that is tied to the account I'm trying to cancel got the ticket number. 

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II
      3 months ago
      carrolbenj wrote:

      I'm assuming the email account I don't have access to that is tied to the account I'm trying to cancel got the ticket number. 

      Swap the email addresses. Enter an email address that works at the top of the form, and further down in the Other details section list the email address associated with the account.

      • carrolbenj's avatar
        carrolbenj
        Explorer | Level 3
        3 months ago

        Thank you!

  • carrolbenj's avatar
    carrolbenj
    Explorer | Level 3
    3 months ago

    Ticket #24210270

     

    I did submit a ticket with the coppervale email first so their might be two tickets that look similar. 

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      3 months ago

      Hi again, carrolbenj! I could locate your ticket and I can see a member of our support team has already assisted with your request.

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