I can't access my account in order to rectify my active subscription.

[scottthevet]

I have an active plan that is registered under an email for a company that I no longer work for (my fault). Payments are still being taken for a subscription, but I cannot access the account or change the email due to no longer working for the company. This is my other dropbox account, but the only way to get support is to upgrade this account, but I already have an account that I am paying for and I do not know how to fix this. I also do not seem to be able to find an email address for support to ask for help in combining the two accounts or transferring the unusable account to this one. Any ideas of who I can contact to get help with this? I am going round in circles and have been for weeks now... Thanks

[Megan]

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

You can always 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.

If you have issues with this, let me know and I'll be happy to help on my end by opening a ticket on my end for you. 

Keep me posted!

[scottthevet]

Hello,

I think that I already have an open ticket. But, I have been going back and forth for weeks now. The open ticket number is 23992072. As I have said, I do not have access to my previous accounts, but I can confirm what the email address would have been when I had them to see if we can change them over to my personal account. I also need the invoice for the subscription renewal for my accountant. Many thanks

[Megan]

Hey @scottthevet, thanks for sending over your ticket number! 

I can see that further billing info is required in order for the agent helping and working on your case, to be able to see where the charge is coming from.

The ticket is still "pending" on our end. Would you mind checking your inbox, and see if you can reply back there with the needed info? 

[scottthevet]

Hello,

I am struggling to get this information that is being asked for. Being able to access the billing for the account that I can no longer access would help to resolve this ticket. As I said, I know the account email address for the account. Are you able to merge accounts to solve this issue? The bank account does not show the detail you require, so I am at a bit of a stalemate here? I cannot cancel the subscription, I cannot access the account and I cannot provide you with the details from the bank account that mean anything to you to find my account that way either. How do I resolve this?

Can you look for the account. It should be under [removed]

[personal information removed per the Community's Guidelines]

[Megan]

Hey @scottthevet!

Unfortunately we don't have access to Dropbox accounts in order to merge the content, and we can't search email addresses either.

In order for our Support to be able to locate the charge in question, there are a few of things that are needed in order for them to identify the account.

Without it, I'm not sure they can do much. I'd suggest you contact your bank and ask them to provide you with the transaction ID -which would look something like that Dropbox*12F3GHJ4KLPO- or further info such as the billing postal code associated with the charge in question.

I hope this clarifies!