Being billed for an account I don't have access anymore

[Guanso]

Hi all! Just got billed for an annual plan on an account I don't have access to anymore. Neither do I have access to the email used to make the subscription last year. Can someone help me?

Thanks in advance

[Jay]

Hi @Guanso, thanks for bringing this to our attention.

As this is related to sensitive billing info, I’d recommend getting in contact with our support team directly to look into this matter in more detail.

You can do this by opening an incognito/private browsing window, while not signed into your account, and accessing this link, choose 'Other' and then put in an email address that you can access, following by your billing info.

Keep me updated with any progress!

[Guanso]

Jay, thanks for the reply!
Specifically, what pieces of information would you need as regards billing?

Thanks again, I'll wait for your reply and will do as you instructed!

Have a nice day

[Nancy]

Hey @Guanso, I hope you’re doing well. 

Were you able to open the support ticket via the link Jay provided above? 

In general, you can provide any details you’re asked to fill in while opening the ticket (it’s totally safe, in case you were concerned about this). If you have the 12-digit transaction ID from your charges, please make sure to provide that.

If you have any other questions though, give me a nudge!

[Guanso · Accepted solution]

Hey guys, hope you're all doing well. I haven't had any email sent as a reply to my support ticket. Any ideas? Do you have an email that you know the Dropbox team answers?

Thanks again, cheers

[Nancy]

Hi again, @Guanso!

Just to clarify, did you receive any kind of ticket number to your email address (including your spam folder) after submitting your support request?

[Guanso]

Hey Nancy, sorry for tagging you again, and thanks for answering. I didn't receive anything, just checked again in the spam folder.

You say maybe I didn't actually submit the request?

Thanks again

[Hannah]

Hey @Guanso, sorry to jump in here. 

If you never received a response along with a ticket number for your reference, perhaps the help request wasn't submitted after all.

Would you like us to send you an email from our end, so we can look into it together?

[Guanso]

Hi Hannah, thanks for reaching out! Yes, I would like that very much, thanks.

I'll leave my email here, it's an alternative email, not the one use in my current dropbox account: [removed per the Community's Guidelines]

I appreciate you reaching out, hope you can help!

Have a nice day, thank you

[Walter]

Hey @Guanso, sorry to jump in here, but I'm afraid we can't reach out to an email address that's not associated with your profile here on our Community.

If you'd like to do this from your end, you can open an incognito window and fill in this form without signing into any Dropbox account. 

You can let us know your ticket ID once this is done so we can check it in our system as well, if needed.