Cancelling a free trial

[michellelio]

Hi,

I can't cancel my free trial subscription as there's no "plan" tab 

what can i do now? it looks like my account is still basic plan, but the charge is for the Plus Plan

[Walter]

Hi there @michellelio - welcome to our Community and happy Friday!

It sounds like you're looking at an account on the free, Basic plan in which case it's expected to not have a cancel plan button in your plan tab.

May I ask where you see the charge you mentioned? Also, did you upgrade through the website in the first place or the app store on a mobile device perhaps?

Do you happen to have another Dropbox account, associated with another email address of yours?

Let me know what you find and we'll take it from there, Michelle. 

[michellelio]

Hi Walter, 

thanks for reply. I have a Gmail associated with Dropbox account. Upgraded with website on my computer.I can see the charge listed on the monthly report on my credit card.

thank you! 

michelle

[Walter]

In that case, could you try using our self-served look up tool to identify the email address that's associated with the charge?

Is it an exact match with the one you see in your account's settings online?

Let me know and we'll take it from there, Michelle. 

[michellelio]

Hi Walter,

I have checked the look up tool. The charge is associated with my gmail account. But the account setting online is my hotmail address. 
what should I do now? 
thanks for helping 

michelle

[Megan]

Hi @michellelio, if you have access to your Gmail, then you can try signing into the account itself by requesting a password reset. 

Once you're in the account, you should then be able to cancel the trial. Can you give this a go?

[michellelio]

Hi Megan, 

thanks! The problem is resolved with the help of the support team!

warmly, 

michelle