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

[ericverploeg]

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 that account, so I am unable to log in to cancel that account. I had my credit card company block the bill, but Dropbox waited for the credit card block to expire after a number of months and issued the charge again, which just showed up my most recent credit card statement. 

Any suggestions?

Thanks,

Eric

[Rich]

---

@ericverploeg wrote:

My problem is that I no longer have access to the email address associated with that account, so I am unable to log in to cancel that account.

---

You'll need to contact Dropbox Support directly. 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.

• https://www.dropbox.com/support/billing-issues

[ericverploeg]

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]

---

@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]

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]

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]

Hi Megan,

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

Thank you,

Eric

[Megan]

I just sent you an email @ericverploeg!

I'll see you there!

[adriangarcia]

Hello, I have the same issue, I have been charged for years for an account I don't use, and I don't have access to that email in order to get login confirmation and do it on my own? Can you help me please? The old account is under [removed per the Dropbox Community Guidelines]

[Hannah]

Can we email you, so we can look into this internally, @adriangarcia?