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Forum Discussion

Rum-SMK's avatar
Rum-SMK
New member | Level 2
3 years ago

Being charged for an unknown account

Hi all,   I work for an organisation and our bank card is being charged for a dropbox account. None of our current staff pay for an account.   We think it might be an ex staff member who paid...
cancellations
downgrade
Payments
  • Rich's avatar
    Rich
    3 years ago
    Rum-SMK wrote:

    How do we find out how to access the account that we are paying for. It would be good to get some money back, or at least cancel it so that we aren't charged again.

    You can use the credit card charge lookup tool to identify the account you're being charged for. Once you've identified the account, you can sign into it if you have access to the email address associated with the account. Reset the password if necessary. A refund likely won't be possible, but you should be able to cancel the subscription. If you can't access the account, contact Support to cancel any future charges.

Craig19's avatar
Craig19
New member | Level 2

I recently received a message from PayPal saying I have been charged £95.88 by Dropbox International. While I do have two Dropbox accounts - one for work and one for personal - they are both basic, free plans. I have checked the 'billing' page for both accounts and neither of them show an invoice or any reference to this charge.

 

I note that £95.88 is the current cost for a Plus subscription, but I don't appear to have that on either account.

 

Who can contact me, or who can I contact to, have this explained and/or resolved? I see that others have had similar ghost charges - I wonder how widespread it is?

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hi Craig19! Since this is account/billing-specific, I suggest reaching out to our support team instead, so that they can take a look. 

 

Here’s how: 

 

Open another browser on your computer, and make sure you’re NOT signed in to ANY Dropbox account.

Go to this page, and select an “issue type”.

Enter your information, make sure that you enter an email address that you currently have access to, and submit it.

You will then receive a confirmation email that will have a ticket number. 

 

Please send me your ticket number here after that.

  • Craig19's avatar
    Craig19
    New member | Level 2
    2 years ago

     

    Hi, Ticket number 22942134 

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Thanks for that, Craig19! I’ve located your ticket number, and left an internal note too, with your convo here.

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