I need your assistance to resolve a technical issue with cancelling my subscription and permanently closing my Dropbox account. Here’s the situation, which I couldn’t find a clear answer to:
My account type is Dropbox Basic Free. It states, "2 GB of storage to help you store and share files. Renews at £9.99 (with add-ons and any discounts applied)." I created the account last night, and it recorded my bank card details. Today, I decided to cancel my subscription and delete my account, as these are my basic rights, which Dropbox explicitly mentions when creating an account. Based on the provided instructions, there should be a cancellation option under the ‘Subscriptions’ page, but it isn’t there! For your reference, I created the account using my Mac, not a mobile device. This missing cancellation option is my first challenge.
I then attempted to delete my account directly, assuming it might resolve the issue. However, I encountered the following message: "Once you've made sure you have a copy of your files saved somewhere other than Dropbox, go to Manage Subscriptions and cancel any active subscriptions. Then return here or refresh this page to confirm you'd like to delete your account."
This means I cannot delete my account unless I cancel my subscription first, yet the ‘Manage Subscriptions’ page offers no option to cancel. This experience has been incredibly frustrating and time-consuming, especially since Dropbox claims to uphold clients’ rights to cancel subscriptions and delete accounts easily.
I would really appreciate it if anyone or the supporting team could help resolve this issue. Apologies for the detailed explanation; I wanted to provide full context, as I imagine others might face a similar situation.
My account type is Dropbox Basic Free. It states, "2 GB of storage to help you store and share files. Renews at £9.99 (with add-ons and any discounts applied)."
A Dropbox Basic account is a free account and doesn't have a subscription. Did you possibly start a free trial? Take a screenshot of your Plan page and post it here, being sure to mask any private information.
Thank you very much, Rich, for your prompt response.
Yes, I have started the free trial and uploaded some files to my account. However, I am still encountering the same issue. I have attached screenshots of the subscription page and the message that appears before attempting to delete my account. The message directs me to the subscription page, where there is no option available to cancel the subscription.
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Hi everyone,
\n
I need your assistance to resolve a technical issue with cancelling my subscription and permanently closing my Dropbox account. Here’s the situation, which I couldn’t find a clear answer to:
\n
My account type is Dropbox Basic Free. It states, \"2 GB of storage to help you store and share files. Renews at £9.99 (with add-ons and any discounts applied).\" I created the account last night, and it recorded my bank card details. Today, I decided to cancel my subscription and delete my account, as these are my basic rights, which Dropbox explicitly mentions when creating an account. Based on the provided instructions, there should be a cancellation option under the ‘Subscriptions’ page, but it isn’t there! For your reference, I created the account using my Mac, not a mobile device. This missing cancellation option is my first challenge.
\n
I then attempted to delete my account directly, assuming it might resolve the issue. However, I encountered the following message: \"Once you've made sure you have a copy of your files saved somewhere other than Dropbox, go to Manage Subscriptions and cancel any active subscriptions. Then return here or refresh this page to confirm you'd like to delete your account.\"
\n
This means I cannot delete my account unless I cancel my subscription first, yet the ‘Manage Subscriptions’ page offers no option to cancel. This experience has been incredibly frustrating and time-consuming, especially since Dropbox claims to uphold clients’ rights to cancel subscriptions and delete accounts easily.
\n
I would really appreciate it if anyone or the supporting team could help resolve this issue. Apologies for the detailed explanation; I wanted to provide full context, as I imagine others might face a similar situation.
\n
Thank you!
","body@stringLength":"1892","rawBody":"
Hi everyone,
\n
I need your assistance to resolve a technical issue with cancelling my subscription and permanently closing my Dropbox account. Here’s the situation, which I couldn’t find a clear answer to:
\n
My account type is Dropbox Basic Free. It states, \"2 GB of storage to help you store and share files. Renews at £9.99 (with add-ons and any discounts applied).\" I created the account last night, and it recorded my bank card details. Today, I decided to cancel my subscription and delete my account, as these are my basic rights, which Dropbox explicitly mentions when creating an account. Based on the provided instructions, there should be a cancellation option under the ‘Subscriptions’ page, but it isn’t there! For your reference, I created the account using my Mac, not a mobile device. This missing cancellation option is my first challenge.
\n
I then attempted to delete my account directly, assuming it might resolve the issue. However, I encountered the following message: \"Once you've made sure you have a copy of your files saved somewhere other than Dropbox, go to Manage Subscriptions and cancel any active subscriptions. Then return here or refresh this page to confirm you'd like to delete your account.\"
\n
This means I cannot delete my account unless I cancel my subscription first, yet the ‘Manage Subscriptions’ page offers no option to cancel. This experience has been incredibly frustrating and time-consuming, especially since Dropbox claims to uphold clients’ rights to cancel subscriptions and delete accounts easily.
\n
I would really appreciate it if anyone or the supporting team could help resolve this issue. Apologies for the detailed explanation; I wanted to provide full context, as I imagine others might face a similar situation.
\n
Thank you!
","kudosSumWeight":0,"postTime":"2025-01-25T13:24:17.008-08:00","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":"MjUuMXwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Account Settings","text":"Account Settings","time":"2018-07-09T06:04:28.275-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMXwyLjF8b3wxMHxfTlZffDI","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":"MjUuMXwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Create or delete account","text":"Create or delete account","time":"2019-05-29T05:01:56.796-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:819397_2"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":63},"visibilityScope":"PUBLIC","canonicalUrl":"","seoTitle":"","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 I need your assistance to resolve a technical issue with cancelling my subscription and permanently closing my Dropbox account. 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Need help with cancelling and deleting my account","moderationData":{"__ref":"ModerationData:moderation_data:819401"},"body":"
SayMahwrote:\n
My account type is Dropbox Basic Free. It states, \"2 GB of storage to help you store and share files. Renews at £9.99 (with add-ons and any discounts applied).\"
\n
\n
A Dropbox Basic account is a free account and doesn't have a subscription. Did you possibly start a free trial? Take a screenshot of your Plan page and post it here, being sure to mask any private information.
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Thank you very much, Rich, for your prompt response.
Yes, I have started the free trial and uploaded some files to my account. However, I am still encountering the same issue. I have attached screenshots of the subscription page and the message that appears before attempting to delete my account. The message directs me to the subscription page, where there is no option available to cancel the subscription.
I appreciate your help. Thank you!
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Hey SayMah - thanks for the screenshots and the additional information on this.
\n
Would it be OK with you if we sent you an email to investigate a bit further internally?
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Super User II
