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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
Payments
Plans
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 
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff

Hi MTE2, thanks for bringing this to our attention.

 

Do you see any payments on your account here? 

 

Did you try restoring the purchases via the iOS app?

 

This will help me to assist further!

MTE2's avatar
MTE2
Explorer | Level 3
2 years ago

Hello, 

No, I don't see any payments on through the link you sent. Yet for sure both charges have already processed with our bank. One says it is from Apple, the other says it is from Dropbox. 

 

When I go to the Subscriptions link you sent, it does show that it is my account yet says I should upgrade. I know the upgrade has worked, as I'm already using the additional features. Yet again, this upgrade cost does NOT seem to show on my computer/online Dropbox Subscription list. 

 

Is there somewhere else I could look? Is there a way I can actually speak with someone at Dropbox that can help locate my account and see what's going on?

 

Thanks,

MTE2 

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    If you're not seeing it on the payments page, then it means that another account has been upgraded as you're saying that you're using the new features. 

     

    Try double checking the email addresses signed in on the site, desktop app and mobile app.

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