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Re: How do I cancel a automatically renewing subscription to an account I do Not have access to?

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How do I cancel a automatically renewing subscription to an account I do Not have access to?

Harmonizer
New member | Level 2
‎10-09-2023 11:28 AM

My original DropBox email no longer exists, so I Can NOT cancel my subscription, nor access my files. This has been for almost 2 years and DropBox refuses to help me and continues to charge me $200 annually. I created a new drop box account so I could comment here and hopefully reach someone in the billings department. Can you give an email for someone in billings? Please Do NOT suggest Drop Box Support because they simply tell me to Log in with an email that does not exist anymore. I have already reported Drop Box to the FTC Fraud Department and this will continue to escalate until my subscription is canceled, or I am given access to my account. 

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Jay
Dropbox Staff
‎10-09-2023 12:00 PM

Hi @Harmonizer, thanks for bringing this to our attention.

 

You won't need to login to the Dropbox account in question to cancel the account. The support team can assist when you follow these steps:

 

  • Open an incognito/private browsing window, while not signed into your account
  • Access this link
  • Choose 'Other' and then put in an email address that you can access, followed by your billing info

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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jimmyociv
New member | Level 2
May

I am going through the same thing. The link on this page and the instructions are not clear and do not get me what i need. I tried the chatbot and getting access to the help service but drop box team does not help. Drop box team please respond with an updated solution or I will contact FTC as well. 

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Rich
Super User II
May
@jimmyociv wrote:

I tried ... getting access to the help service but drop box team does not help. Drop box team please respond with an updated solution or I will contact FTC as well.

What is your ticket number?

 

If you don't have one, 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.

 

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