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

How to cancel account when I no longer have access to associated email address?

Hi,   I have an old Dropbox account that I haven't used for several years, but is still billing my credit card. My problem is that I no longer have access to the email address associated with tha...
Billing
Cancellations and refunds
Cancelling
Payments and billing
ericverploeg's avatar
ericverploeg
Explorer | Level 3

Hi Rich,

 

Thanks for this suggestion. I tried following your suggested approach.

 

The online form included all the credit card transaction details that proved that I was indeed the Dropbox account holder, even though I no longer have access to the email account associated with the Dropbox account.

 

It's been eight days since I filled out the form, and I haven't heard anything (I included a new email account to reach me on), nor have I seen anything posted to my credit card account. 

 

Is there an alternate approach, or escalation path, that I should be considering? @DropboxSupport on twitter?

 

Thanks,
Eric

 

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

It's been eight days since I filled out the form, and I haven't heard anything ...

Reply here with the ticket number you received after submitting the form and a Dropboxer may be able to check its status.

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

    Hi Rich,

     

    Thanks for your ongoing assistance. 

     

    I did not get a ticket number after submitting the form you suggested. Perhaps they sent it to the email associated with the account (despite me saying I no longer had access to that account, and supplying an alternative email address to reach me on).

     

    I thought perhaps I had missed it in the support request confirmation page, so I just re-tried the whole process. There was no ticket number on that confirmation page. 

     

    Should I try their online chat? Is there a phone number to call? What's my best next step?

     

    Thanks,

    Eric

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

      Hi ericverploeg, I hope you're doing well!

       

      Can I send you an email in order for us to have a closer look into this? 

       

      Keep me posted!

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

        Hi Megan,

         

        I'd appreciate that. The best email for me is [personal information removed per the Community's Guidelines]

         

        Thank you,

        Eric

         

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