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krismac's avatar
krismac
New member | Level 2
17 days ago

Unidentified credit card charge for an annual subscription

i have an annual credit card charge from Dropbox with a 12 digit transaction ID, however the transaction lookup tool does not work when i enter all details (correctly). because i have a free plan i cannot even contact dropbox about this....help please 

Payments
  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    17 days ago

    Hi there krismac - sorry to hear you're having issues with this.


    Could you clear your browser's cache or try another browser and let me know if you get the same results from the look-up tool? 

     

    Did you ever upgrade your Dropbox account in the past and do you happen to have another account perhaps, associated with another email address of yours? 

     

    Keep us posted!

    • krismac's avatar
      krismac
      New member | Level 2
      17 days ago

      hi Walter,

      i cleared the cache and still no luck - it keeps telling me to enter the last 4 digits of cc and expiry date - which i have.

      we have no other accounts that we are aware of except my husbands and my free accounts. i was trying to lookup tool to see if there was another associated account anywhere that i didnt know about. this is the second year in a row at least that the charge has appeared, but we get no notifications at any time to any existing email addresses

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        17 days ago

        I see, thanks for the additional information krismac  - much appreciated.

         

        Would it be OK if we reached out via email to have a further look internally? 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    16 days ago

    Hey krismac, I'm afraid that for security reasons we can't CC anyone else on the email, but I just sent you one, so we'll continue there.

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      13 days ago

      Harry 1, these look like direct Dropbox charges (unless there’s another mention of Dropbox Sign in your bank statement). 

       

      If you’re not sure which account you’re being billed for, you can look this up here.

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