Cancellation of a Dropbox account but can't get it quite right.

[dpcrush2112]

I have tried many times to cancel my dropbox subscription and nothing has worked - I just keep getting billed monthly.  I got frustrated and deleted everything my dropbox account (probably a mistake), and yet I still get billed monthly.  I can't talk to anyone, the chat with a dropbot doesn't do anything - and I am starting to get really mad.  

How can I stop this incessant charging of my credit card without actually cancelling the card because that is a much larger issue and I hope I don't have to go down that path.

This is extremely irritating.

[Hannah]

Hey @dpcrush2112, thanks for reaching out to us and sorry to see you're having trouble cancelling your subscription.

Did you initially upgrade directly through our website or perhaps through the Dropbox mobile app (billed through iTunes/Google Play)?

Let me know and we'll go from there.

[dpcrush2112]

I don't really remember.  I probably did it via the app - but I don't understand why it matters how i upgraded - I just did.

Any help here is greatly appreciated.

[Rich]

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@dpcrush2112 wrote:

I probably did it via the app - but I don't understand why it matters how i upgraded - I just did.

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It matters because if you subscribed through the app, then you're being billed by the app store (Apple or Google) and not by Dropbox, so you would need to contact the app store in question for any billing assistance. Dropbox wouldn't have access to your billing information in such a case.

[dpcrush2112]

Ok - that makes sense - here is what the charge looks like on my statement:

01/18 01/17 5500 GOOGLE *Dropbox g.co/helppay# CA $12.89

Does that mean that I have to go through Google to stop the recurring charges?  And if so, I am not even sure where to start to do that.  Is there any direction you can give me on that?

Thanks

[Nancy]

Hey @dpcrush2112!

You may want to take a look here for more details on how to cancel your plan via Google Play.

[dpcrush2112]

So - massive confusion now......  I looked in Google Play and I have NO subscriptions to anything... which makes sense to me because I do not subscribe to anything - and if I did, I doubt that it would be via google play.  However, my charge seems to indicate that it is somehow happening via Google somehow...

I guess I will have to work harder at this....

[Hannah]

Hey @dpcrush2112, could it be that you used a different Android device to upgrade the account, or a different Google email?

[dpcrush2112]

Hannah,

Well - wouldn't you know it.  I had used my wife's GMAIL account for the upgrade.  I was able to log in with her Gmail address and cancel the subscription.  Thank you very much for your assistance!!!!

[Hannah · Accepted solution]

Not a problem, @dpcrush2112, I'm glad to see you were able to figure it out!

If you need anything else, please let us know.

Have a great week ahead!