I need to cancel my subscription on an account I can't access.

[sandybarnes1970]

Hello,

I set up a dropbox annual subscription with my old work email address [email removed as per Community Guidelines]

My old employer deleted my email and now i cannot get in to retrieve the access code to change this email address.  I have been charged for annual subscription - please can I cancel the subscription attached to this now email address that I cannot access?

Many thanks

Sandy

[Megan]

Hello there, @sandybarnes1970, 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! 

[sandybarnes1970]

Hi Megan,

Thank you so much for your reply.

I tried to contact support, but it keeps making me choose a menu item.  I just wanted to deal with a human.  I will do what you suggest here and see how I go.  Thank you

[sandybarnes1970]

Hi Megan,

I have sent message explaining my problem.  I have not been able to access my account since my employer deleted my email account.  So cannot get code to verify account - if only the verification code went to my mobile number instead of the email address I cannot access!!  Therefore, my account under this user name: removed has been unuseable.  I would rather set up a new account with an email that is under my control that I will never lose access to.  Hope to hear from someone in the next day or so.  Many thanks Sandy

[sandybarnes1970]

Hi Megan - I just got my ticket number #23849863

Thank you - Sandy

[Megan]

Hey @sandybarnes1970, thanks for that! 

I just checked, and it seems that your email was automatically caught by our spam filter. No worries though.

I just created a ticket on my end for you, and we'll take it from there. 

Thank you!

[sandybarnes1970]

Brilliant!  Thank you.

Luckily I control both my hotmail and gmail private email accounts.

Thank you 🙂

[sandybarnes1970]

Hi Megan,

Someone called Alexis - told me to sign into my account and change email address.  But I cannot get into my account because it wants the verification code being sent to the email address that I cannot access.  They have marked my ticket as solved but it is not.  I need my account cancelled as I cannot get into it.  Help!!!

[Hannah]

Hey @sandybarnes1970, thanks for the followup.

Megan will get back to you on that email really soon!