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joyanisa74's avatar
joyanisa74
New member | Level 2
3 years ago

How can I cancel and get a refund?

Please help!  I was charged just shy of $200 on a DropBox acct that I did not know was there.  Please help me cancel and get the refund
Cancellations and refunds
Cancelling
Payments and billing
Plans and upgrades
Refunds
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    Here is some key info on cancelling accounts and refunds: 
     
    If you want to claim a valid refund, you need to contact support for assistance. This is the safest way to process your personal info (i.e. bank account details, invoices etc) instead on our public forum. 
     

     

    :dart: Tip: Visit the support page while you're NOT signed in to a Dropbox account and the Community Forum, and you'll see an option for Billing issues. 
     

     

     

     

     

     
    To cancel a paid Dropbox plan, you can follow these instructions. When cancelling, your account will change to Dropbox Basic at the end of your current billing cycle (monthly or yearly) and you should not be charged again. 
     
    Apple/Direct Debit 
    If you purchased your Dropbox subscription via the Apple App Store, you need to reach out to Apple directly to request a refund. Apple's refund policy covers purchases made in the last 90 days only. More info here. 
     
    If you paid for your Dropbox subscription by direct debit, you are able to request a chargeback through your bank, you can contact them to request a refund.
     
    If you did not create a Dropbox subscription and/or do not recognize the charge:
     
    • Check your billing information (if you have an account). Log in to dropbox.com > Click your avatar (profile picture or initials) in the top-right corner > Click Settings > Click Billing.

     

    • You can also use our Look up tool to check a credit or debit card purchase

     

    • Contact support if you don’t have an account and/or would like to report an unauthorised transaction. 
    Notes on refunds:
    • If you live in the EU, UK, or Turkey, you qualify for a refund should you cancel your Dropbox Plus, Family, Professional, or Essentials subscription within 14 days of the initial purchase. You can contact support to request it.
    • Refunds are often not offered for Dropbox subscriptions and team member licences.
    • You're able to cancel your Paid Account at any time. Refunds are only issued if required by law, so make sure to cancel before your current billing cycle ends if you wish. 
     
    Hope this helps!
    Sam 
Mark's avatar
Mark
Icon for Super User II rankSuper User II

If you did NOT give Dropbox your card details then you need to speak to your card company as somebody has defrauded you. 

If you DID then you have set up a paid account OR a free trial you've not cancelled in time. Dropbox DOES NOT need a card number for a free account and only gets one when somebody actively inputs it. 

 

Support is available at www.dropbox.com/support and also see https://help.dropbox.com/plans/refund

SD6's avatar
SD6
Explorer | Level 3
2 years ago

It doesn't work that way! Since posting this I see so many people saying the SAME THING! It seems to me that they make you add your credit card info and then charge you without you knowingly ordering anything!

People in good faith add credit card info because it looks like they have to - and then DROPBOX charges them whether they want the service or not!!

Otherwise there wouldn't be so many people with the same problem!

I will fight this as long as they don't refund my money. A real person needs to answer and if not then I will keep going.

Likely there will be a Class Action Suit about this in the coming months.

TRICKSTER like whoever set this up will ALWAYS get caught.

DROPBOX ISNT SUPPOSED TO CHARGE PEOPLE WHO DONT SIGN UP FOR THEIR PREMIM SERVICE and its STILL DOESNT MAKE IT RIGHT IF THEY TRICK YOU INTO DOING IT!!! 

  • Mark's avatar
    Mark
    Icon for Super User II rankSuper User II
    2 years ago

    At no point does Dropbox ask for ANY payment details unless you go to www.dropbox.com/plans OR you agree to a trial. If you agree to a trial it is VERY CLEAR throughout the setup and onboarding what happens and when you will be charged. 

     

    It is dead easy for you to test this yourself SD6 - simply set up a new account via an incognito Window.

    • SD6's avatar
      SD6
      Explorer | Level 3
      2 years ago

      Companies always say that when they offer no customer service help!

      If its so easy then why do so many people lost on it?

      Why do so many people want their money back?

      Why was I CHARGED WHEN I DONT HAVE A PAID ACCOUNT???

      Why is there NOWHERE to turn for help????

      Why would you be yelling at me instead of giving me a link so that it could be resolved????

      The answer is buried and no where easy to find. I challenge anyone reading this to show me the link to report a problem and get my refund!

      Because there is no customer service help. They are a company who wants to make payments AUTOMATIC and customer service BURIED!!!!

      As I was saying to me that is TRICKSTER and FRAUD

      • Rich's avatar
        Rich
        Icon for Super User II rankSuper User II
        2 years ago
        SD6 wrote:

        I challenge anyone reading this to show me the link to report a problem and get my refund!

        Visit the Support page while you're NOT signed in to a Dropbox account, including these forums, and you'll see an option for Billing issues. It's best to use an Incognito or Private browsing session to make sure you're not signed in.

         

         

        Why was I CHARGED WHEN I DONT HAVE A PAID ACCOUNT???

        Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

  • SD6's avatar
    SD6
    Explorer | Level 3
    2 years ago

    PLUS THE WORST thing about it is that there is absolutely NO CUSTOMER SERVCE.

    SO they TRICK YOU then they don't offer you any HELP.

    Does that sound like a reputable COMPANY????? NOPE!!!

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