Issues with refund and support after downgrading to Basic account
Hi everyone,
I’m hoping to get some advice or hear from anyone who might have faced a similar situation. Here’s a brief overview of my issue:
I was a Plus user for almost a year, and I had some problems with canceling my subscription that led to continued charges for a service I wasn’t using. I reached out to Dropbox support and was assured that I would receive a full refund for the 12 months I paid for, as I had been unable to resolve the issue myself.
However, since downgrading to a Basic account, I’ve found that I can no longer contact Dropbox support via email, and the only response I’ve received is a refund for just one month, not the full amount I was promised. It’s been nearly two weeks since I was refunded for the last month, and the issue still hasn’t been resolved.
I understand that as a Basic user, my support options are limited, but I’m stuck in a situation where my issue was promised to be resolved while I was a Plus user, and now I’m unable to reach support to complete the refund process.
Has anyone experienced something similar? Is there anything I can do to escalate this or get assistance? Any guidance would be greatly appreciated!
Thank you in advance for any help or advice you can provide.
Hi KarimFiorelli, thanks for bringing this to our attention.
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.
From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.
Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.
I reached out to Dropbox support and was assured that I would receive a full refund for the 12 months I paid for, as I had been unable to resolve the issue myself.
What was the ticket number for that interaction? You need to include it in your currently opened tickets.
You need to put that on the ticket you have just sent them as I said because this page isn't linked to Support requests - they will have no idea you've posted here.
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Hi everyone,
\n
\n
I’m hoping to get some advice or hear from anyone who might have faced a similar situation. Here’s a brief overview of my issue:
\n
\n
I was a Plus user for almost a year, and I had some problems with canceling my subscription that led to continued charges for a service I wasn’t using. I reached out to Dropbox support and was assured that I would receive a full refund for the 12 months I paid for, as I had been unable to resolve the issue myself.
\n
\n
However, since downgrading to a Basic account, I’ve found that I can no longer contact Dropbox support via email, and the only response I’ve received is a refund for just one month, not the full amount I was promised. It’s been nearly two weeks since I was refunded for the last month, and the issue still hasn’t been resolved.
\n
\n
I understand that as a Basic user, my support options are limited, but I’m stuck in a situation where my issue was promised to be resolved while I was a Plus user, and now I’m unable to reach support to complete the refund process.
\n
\n
Has anyone experienced something similar? Is there anything I can do to escalate this or get assistance? Any guidance would be greatly appreciated!
\n
\n
Thank you in advance for any help or advice you can provide.
\n
","body@stringLength":"1373","rawBody":"
Hi everyone,
\n
\n
I’m hoping to get some advice or hear from anyone who might have faced a similar situation. Here’s a brief overview of my issue:
\n
\n
I was a Plus user for almost a year, and I had some problems with canceling my subscription that led to continued charges for a service I wasn’t using. I reached out to Dropbox support and was assured that I would receive a full refund for the 12 months I paid for, as I had been unable to resolve the issue myself.
\n
\n
However, since downgrading to a Basic account, I’ve found that I can no longer contact Dropbox support via email, and the only response I’ve received is a refund for just one month, not the full amount I was promised. It’s been nearly two weeks since I was refunded for the last month, and the issue still hasn’t been resolved.
\n
\n
I understand that as a Basic user, my support options are limited, but I’m stuck in a situation where my issue was promised to be resolved while I was a Plus user, and now I’m unable to reach support to complete the refund process.
\n
\n
Has anyone experienced something similar? Is there anything I can do to escalate this or get assistance? Any guidance would be greatly appreciated!
\n
\n
Thank you in advance for any help or advice you can provide.
\n
","kudosSumWeight":0,"postTime":"2025-04-14T08:16:08.048-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:cancellations","text":"cancellations","time":"2021-06-30T04:55:49.611-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Payments","text":"Payments","time":"2018-07-16T04:16:22.804-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Refunds","text":"Refunds","time":"2018-08-07T16:17:12.688-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:830286_2"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":48},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Hi everyone, \n \n I’m hoping to get some advice or hear from anyone who might have faced a similar situation. Here’s a brief overview of my issue: \n \n I was a Plus user for almost a year...","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxMHw1MjoxfGludCw4MzAyODgsODMwMjg4","node":{"__ref":"ForumReplyMessage:message:830288"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxMHw1MjoxfGludCw4MzAyODgsODMwMjkw","node":{"__ref":"ForumReplyMessage:message:830290"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxMHw1MjoxfGludCw4MzAyODgsODMwMjk1","node":{"__ref":"ForumReplyMessage:message:830295"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxMHw1MjoxfGludCw4MzAyODgsODMwMzAw","node":{"__ref":"ForumReplyMessage:message:830300"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"Conversation:conversation:830286":{"__typename":"Conversation","id":"conversation:830286","solved":false,"topic":{"__ref":"ForumTopicMessage:message:830286"},"lastPostingActivityTime":"2025-04-14T10:35:48.580-07:00","lastPostTime":"2025-04-14T10:35:48.580-07:00","unreadReplyCount":6,"isSubscribed":false},"ModerationData:moderation_data:830286":{"__typename":"ModerationData","id":"moderation_data:830286","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:830286_2":{"__typename":"Revision","id":"revision:830286_2","lastEditTime":"2025-04-14T08:27:23.914-07:00"},"CachedAsset:theme:customTheme1-1745404481158":{"__typename":"CachedAsset","id":"theme:customTheme1-1745404481158","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Issues with refund and support after downgrading to Basic account","moderationData":{"__ref":"ModerationData:moderation_data:830288"},"body":"
Hi KarimFiorelli, thanks for bringing this to our attention.
\n
As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.
\n
You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link.
\n
From there you should be able to contact support. Make sure to pick an email to which you can receive and send emails from.
\n
Once you get a ticket ID from the automated response, which is sent via email in a few minutes, please let me know the number here so I can locate it in our system.
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Thank you so much for your prompt response and for guiding me through the process. I really appreciate your assistance.
As requested, I’ve opened an incognito/private browsing window and contacted support. Here is the ticket ID: Ticket #24982072,
Could you please clarify what steps I should take from here and what kind of assistance I can expect going forward?
Thanks again for your help. I look forward to your guidance in resolving this matter.
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Thanks for the ticket ID, I've gone ahead and prioritized that request to expedite matters on your behalf.
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KarimFiorelliwrote:\n
I reached out to Dropbox support and was assured that I would receive a full refund for the 12 months I paid for, as I had been unable to resolve the issue myself.
\n
\n
What was the ticket number for that interaction? You need to include it in your currently opened tickets.
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The ticket number was: Ticket #24925916
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You need to put that on the ticket you have just sent them as I said because this page isn't linked to Support requests - they will have no idea you've posted here.
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Dropbox Staff
Super User II
