Got charged despite having cancelled my trial

[gauravachaiah]

Hi, 

I had got the dropbox free trial on the 16th april 2024, and then realised the plan was not what i wanted so i immediately wanted to cancel my subscription. I went ahead and did the same and the trial that i had got got cancelled, and i instead got charged for 199 USD on my card. I dont intend to use it as it were a mistake and i intended to cancel the entire plan itself. Could you please help me reverse the transaction and completely close off my account or plan. It was very hard to even find someone to talk to from your team as it kept leading me to community pages and chatbots. I needed to just let y'all know what the problem was so y'all could take care of it as soon as possible. Thank you. 

[Walter]

Hi there @gauravachaiah - sorry to hear about this.

Can you clarify if you upgraded through the website directly of via the app store on a mobile device in the first place?

What plan are you on at the moment by the way? Have you tried reaching out to our support team through this page?

For billing queries, note that you can contact our team through this form. Just make sure to use an incognito window without signing into any Dropbox account and filling in all the relevant information.

In any case, please keep me posted! 

[gauravachaiah]

I did all the interaction and purchase through the website and not through a downloaded application. 
I have reached out to the team through that link and even got a mail saying i'll be contacted in 24 hours but havent been yet. Have again reached out to the team through that link right now.

I'm not sure about the current plan, but i have been charged 199 USD for cancelling my trial in an attempt to cancel the subscription and the plan. Please do help me out, thank you.

[Walter]

Could you search your email's inbox and junk/spam folder as well and let me know if you can find your ticket with our support team there @gauravachaiah?

[gauravachaiah]

I have not received any ticket number or any intimation of a ticket. Have checked spam and junk too. 

[Hannah]

Hey @gauravachaiah, sorry to jump in.

Just to confirm, did you try following Walter's steps to submit a ticket?

[gauravachaiah]

hi yes and it hasnt been raised

[Walter]

Thanks for the update @gauravachaiah 

In this case, would it be OK if we reached out via email from our end to have a further look internally at this point? 

[gauravachaiah]

yes please. Thank you.

[Walter]

Sure thing @gauravachaiah  - you've got