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

[adriangarcia]

Yes please, email me here: [personal information removed per the Community's Guidelines]

[Megan]

Hi @adriangarcia, I just sent you an email, see you there.

Cheers!

[pb400]

Hi Megan. I'm having the same issues as the rest of the commenters here. I was working with a business previously and am still being charged to my personal card for that account. I no longer have access to that work email to cancel or stop payments. Any help is greatly appreciated 🙂

[Megan]

Hi @pb400, let's jump right into this!

Have you tried to contact Dropbox Support directly for this?

You can 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.

Once you do, feel free to send me the ticket number reference, in order for me to locate it on my end.

Let me know more!

[pb4001]

Hi Megan

My ticket number is #24305295

[Nancy]

Thanks @pb4001! I’ve found your ticket and left an internal note. Please keep an eye out for our team’s reply.

[pb4001]

Hi Nancy, This issue has not yet been resolved as I remain being charged to an account I no longer have access to. Can you please help/advise on next steps. 

[Mark]

Did you reply to the ticket email @pb4001 ?

[pb4001]

Yes I did. They closed the ticket then saying it was resolved.

[Hannah]

Hey @pb4001, I've looked up your ticket and it seems that you never replied to the previous agent's email, and the ticket was closed due to inactivity.

I was able to find your follow-up ticket, though and responded there, so please get back to me when you have a chance.

Thanks.