Being billed for Dropbox but my account is showing as basic

[HalMycroft]

I have been charged £10 a month for a Dropbox account for some time now although when I log in via the app or the website my account is showing as free/basic.

I would like to cancel my payment for a service I have never received but I can't because the app doesn't think there's anything to cancel.

I would cancel the payment directly with my bank but they say I have to contact Dropbox.

There are no customer service contact options available to me because, again due to Dropbox's error, my account is showing as basic and therefore there's nothing you offer. 

I have tried emailing my complaint directly to the support email account but received a message saying that this inbox is not monitored.

Please let me know how I can cancel this payment.

[Rich]

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@HalMycroft wrote:

I have been charged £10 a month for a Dropbox account for some time now although when I log in via the app or the website my account is showing as free/basic.

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You likely have multiple accounts, one of which you're being charged for. Use the credit card charge lookup tool to identify the account you're being charged for. Once you know the email address, you should be able to sign in and cancel it yourself.

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There are no customer service contact options available to me ...

You need to contact Support directly. Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

• https://www.dropbox.com/support/billing-issues

[HalMycroft]

Thanks, Rich, I really appreciate that. I've checked my other emails and it doesn't seem like there's an account associated with them, so I'll have to try the approach whilst signed out and incognito. Either that or turn up to the London office in person.

[Megan]

Hey @HalMycroft, thanks for posting here!

Would it be okay if I reached out via an email, in order for us to have a closer look into this?

Thanks a bunch!

[wvu10s]

Im having exact same issue

[Megan]

Hey @wvu10s, welcome to our Community! 

Have you tried out the steps that @Rich suggested, by any chance? 

Let me know more! 

[Pablocruz]

Hello, I have the same issue. I´ve been charge usd11,99 every month, but my account is on basic plan. The charge is being made on my paypal account, so I could not  credit card charge lookup tool to identify the account...

Do you know how to look for an account using paypal transaction code?

Thanks!

Pablo

[Walter]

Hey @Pablocruz - sorry to hear about this.

In this case, you can fill out this form to reach out to our support team for further assistance.

Just make sure to use an incognito  window without signing into any Dropbox account and include all the relevant information.

Once you do this and get a ticket ID from our system, you can share it with us here so that we can look it up as well if needed.

[Pablocruz]

Thanks. I´ve already send a ticket today. I will share the response.

Thanks!

[AbstrActOr]

So I was billed 5/13/2024 for my upgraded plan but now my account is only showing as a basic account and I have warnings that I'm over my storage limit. I'd contact support to resolve this issue but apparently that's only for those with upgraded plans, which the systems doesn't seem to think I have even though I was billed 9 days ago. So anyone have any idea what's wrong with the service because this is beyond frustrating.