I can't find which Dropbox account I'm being charged for

[xdkatethegreat]

I have a reoccurring charge on my card from Dropbox and in all of my known Dropbox accounts I only have the "Basic" subscription.

I am thinking this may be several years old from an account associated with an email address I no longer have access to. Since I can't login (and don't even know which email address to use to login), I can't downgrade or cancel the subscription.

Can you please advise how to cancel this reoccurring charge?

Best,

Kate

[Rich]

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@xdkatethegreat wrote:

I have a reoccurring charge on my card from Dropbox and in all of my known Dropbox accounts I only have the "Basic" subscription.

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You can use the credit card charge lookup tool to identify the account you're being charged for.

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Can you please advise how to cancel this reoccurring charge?

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If you can identify the account using the link above, you may be able to sign into the account and cancel it through the website. If you can't identify the account or you're unable to sign into it, 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

[xdkatethegreat]

Thanks Rich! I really appreciate your reply. I did use the tool but unfortunately it returns an error message "Please enter the expiration date and last 4 digits of the billed credit card" despite having entered all of the information correctly.

I have contacted my bank as well but it looks like Dropbox makes contacting them very difficult..

[Rich]

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@xdkatethegreat wrote:

... it looks like Dropbox makes contacting them very difficult..

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Follow the steps I listed above and you'll be able to open a ticket with Support. You'll receive an email with a ticket number. Be sure to check your Junk/Spam if you don't receive it. Reply back here with the ticket number and a Dropboxer might pick up on it.

[xdkatethegreat]

Regarding visiting the support page while I'm not logged in - I tried this as well but it prompts me to enter the email address associated with the account which I do not know nor have access to.

[Nancy]

Hey @xdkatethegreat! You don’t need to worry too much about the email address of that account. 

You can open the ticket with the steps Rich provided above and insert the email address of your current Dropbox account (the one linked to your Community profile here), while explaining the situation in the email you’ll leave our team. 

Ping me when you’ve received your ticket number, and I’ll leave our support team an internal note for you.

[xdkatethegreat]

Thank you! The ticket number is 23772551

[Nancy]

You’re all set, @xdkatethegreat! I’ve left our team a note, and they’ll get back to you as soon as they’ve reviewed your case.