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Forum Discussion

AJSR1's avatar
AJSR1
New member | Level 2
4 months ago

Unable to cancel paid plan as I no longer have access to the email address

I have 2 dropbox accounts, currently signed into one of them (Basic / free). I am unable to sign into my other dropbox account as the email address is from a workplace I am no longer at, I no longer ...
cancellations
Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

You should be able to fill out the form and put and email address you have access to AJSR

 

If you're still having issues with this, may I reach out via email to the email address that's connected to your profile here, on our Community? 

 

[note that you have two separate Community profiles, so make sure to reply from the one that you'd like us to contact]

AJSR's avatar
AJSR
Explorer | Level 4
4 months ago

Hey there again!

 

Please could you email the one with the gmail address please (as that’s where it is also sending notification of your replies to)? So THIS profile I believe!

 

Many thanks

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

    Hey AJSR! Sorry for jumping in. Is there a chance you were logged in to one of your two Dropbox accounts, when you tried to log a ticket? 

     

    To make sure your ticket ends up in the correct support queue, you’ll need to make sure you’re NOT logged in to ANY Dropbox account. Can you give it one more try via an incognito window and let me know if it works now? 

     

    If not, we’ll go ahead with logging your ticket right away.

    • AJSR's avatar
      AJSR
      Explorer | Level 4
      3 months ago

      Ok, I’ll be honest - I am obviously being stupid! As whenever ~I reply to you in this thread, it automatically signs me in to the one Dropbox account I CAN access (the free one, NOT the one I want to cancel). So I am now super -confused as to how to submit a request incognito.....

       

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

        No worries, @AJSR, I’ll try to guide you. If you go to your browser’s menu (usually located at the top right corner of your screen), there should be an option to open an incognito/private window. You shouldn’t be logged in to any Dropbox account there, so you can log your ticket this way. 

         

        Another option is to open a separate browser, as well.

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