I have a Basic plan, but I was charged. Why?

[MimiSwinton]

I need help. I  have a basic plan which means I shouldn't be paying for anything.. Someone managed to get my credit card info and is using it to pay for their dropbox account. I am being charged $18.49 per month. I physically cannot find a single way to cancel it nor speak to anyone at all because I only have a basic plan.

This is absolutely ridiculous and would love it if a dropbox agent would actually respond. I have now been paying it for four months...

[Megan]

Hi @MimiSwinton, 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!

[MimiSwinton]

I dont know what you mean by submit a billing help request. The only tab that opens under ‘submit request’ is ‘other’ and asks me to sign in if I can’t find my issue in the drop down selection.

What else can I do

[MimiSwinton]

Unless I include an account that the issue is related to but my entire issue is that I don’t know what account is using my bank details, only that I am losing $18.49 each month from Dropbox and it’s enough

[Rich]

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@MimiSwinton wrote:

I need help. I  have a basic plan which means I shouldn't be paying for anything.. Someone managed to get my credit card info and is using it to pay for their dropbox account.

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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

Dropbox cannot charge you if they don't have your billing information. If you've been charged and didn't give them your billing information, then someone else has and you should be contacting your bank.

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I dont know what you mean by submit a billing help request. The only tab that opens under ‘submit request’ is ‘other’ and asks me to sign in

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