You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

Ben46's avatar
Ben46
New member | Level 2
5 months ago

I've lost access to my Dropbox account and email address and I can't cancel my plan.

I am trying to remove billing for a Dropbox account that I have lost access to both the account and the email address it is linked to. I am currently paying for a premium product that I no longer have access to and cannot contact Dropbox support for help.

 

Their 'chatbot' is one of the most useless I've encountered, they have a billing contact form - when you press submit it simply says 'There has been an error', and a phone system that just tells you to use the support screen in your account and immediately ends the call. These options simply DO NOT work for all scenarios, Dropbox!

 

I can't believe how poorly a company the size of Dropbox can manage customer support. Has anyone any experience of dealing with them? can you offer any advice so I might actually speak with someone, either through phone or email?! I'm at my witts end. I just want to remove billing details from the account.

Account Access
Billing
Payments
  • Rheaa's avatar
    Rheaa
    New member | Level 2
    5 months ago
    I have the exact same issue. No Support. Emails go unanswered
  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    5 months ago

    Ben46 and Rheaa, can you please clarify how your Dropbox accounts got upgraded? Was it via www.dropbox.com or iTunes/Google Play?

     

    Ben46, when saying you want to remove your billing details from Dropbox, you mean you wish to totally cancel the subscription, right?

     

    Rheaa, have you also lost access both to the Dropbox account in question and the email address linked to it?

     

    Let me know and we’ll take it from there.

    • Ben46's avatar
      Ben46
      New member | Level 2
      5 months ago

      Yes, that's right - I would like to cancel the service. I upgraded the account through dropbox.com originally.

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

        Thanks for confirming, Ben46. In this case, please follow these exact steps to log a ticket with our support team. 

         

        When doing so, make sure you’re NOT logged in to ANY Dropbox account, so that your ticket ends up in the correct queue and our support team picks it up. You can send me your ticket number here afterwards. 

         

        Let me know if you face any trouble though.

About Plans and Subscriptions

Ask the Dropbox Community for help if you have questions about your Dropbox plan or subscription. Find solutions and share advice with members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!