Cancel Subscription

[Nicholas Contey]

Hi: 

We are trying to cancel a dropbox charge that has been incurring on our Company credit card for sometime now. However, no one seems to be able to locate the account associated with it. We tried to do a credit card purchase look up and it didn't work (we assume it is because the expiration date changed and it was never updated on the account but since the card number is the same it can still be charged). We need to find a way to locate the account associated with this charge so we can cancel it. If we are unsuccessful, we will be calling our credit card company to block the charge moving forward. 

[Hannah]

Hey @mark iturzaeta, thanks for the nudge here and sorry to see you're having trouble.

Is it possible that you're logged in to a different (free) Dropbox account and not your paid one? 

You can check that through the plan tab in your account settings here.

If that's the case, do you have access/can login to the paid account? If you do, you can follow the steps here, to cancel your subscription.

If however, you don't have access to the paid account, let me know and I can send you an email, so we can look into it together. 

[maybrit19]

All I want is to cancel dropbox altogether, it's taking up space and I don't need it

[Walter]

Hey @maybrit19, could you clarify what exactly is troubling you so that we can assist further?

[SarahW2]

I need to cancel my subscription and there is a linked account that I can't access because it's from a job I no longer have (and is connected through that email address). This is THE most frustrating system and I have wasted a ton of time trying to figure it out. It would be REALLY NICE if you would just have a customer support phone number in the footer of your website like everyone else does. This is maddening.

[Hannah]

Sorry to see you're having trouble cancelling this subscription, @SarahW2.

But no worries, we can help you out here. Can I send you an email, so we can try this internally?

[SarahW2]

Yes, of course. Please use my gmail that is on file. Thank you!

[Hannah]

No worries, Sarah, I just sent you an email, so make sure to get back to me when you have a chance. 🙂

[SarahW2]

Yes, of course. Please use the gmail address you have on file.

[Nancyp1]

I have been charged for an annual subscription for the last three years although I have no record of authorising any such payments. Nor do I wish to subscribe to the service.
I have tried all avenues to have this cancelled and monies refunded to no avail. All correspondence has been ignored including contacting the CEO directly. I have had to resort to registering with the service against my better judgement to reach out to the community in case someone has any advice. In the meantime my bank has blocked any future requests for payment although I am still out of pocket for 3 years subscription. Thank you for any assistance you can provide.

[Walter]

Hey @Nancyp1, sorry to hear about this.

Can you please clarify some things for us, so that we can assist further?

1. Do you remember if you had upgraded that account through our website directly or if it was through the app store on a mobile device?

2. Have you tried our self-served look up tool to identify the email address that's associated with your charges? 

Let us know what you find and we'll take it from there.