I've lost access to my Dropbox account and email address and I can't cancel my plan.

[Ben46]

I am trying to remove billing for a Dropbox account that I have lost access to both the account and the email address it is linked to. I am currently paying for a premium product that I no longer have access to and cannot contact Dropbox support for help.

Their 'chatbot' is one of the most useless I've encountered, they have a billing contact form - when you press submit it simply says 'There has been an error', and a phone system that just tells you to use the support screen in your account and immediately ends the call. These options simply DO NOT work for all scenarios, Dropbox!

I can't believe how poorly a company the size of Dropbox can manage customer support. Has anyone any experience of dealing with them? can you offer any advice so I might actually speak with someone, either through phone or email?! I'm at my witts end. I just want to remove billing details from the account.

[Rheaa]

I have the exact same issue. No Support. Emails go unanswered

[Nancy]

@Ben46 and @Rheaa, can you please clarify how your Dropbox accounts got upgraded? Was it via www.dropbox.com or iTunes/Google Play?

@Ben46, when saying you want to remove your billing details from Dropbox, you mean you wish to totally cancel the subscription, right?

@Rheaa, have you also lost access both to the Dropbox account in question and the email address linked to it?

Let me know and we’ll take it from there.

[Ben46]

Yes, that's right - I would like to cancel the service. I upgraded the account through dropbox.com originally.

[Nancy]

Thanks for confirming, @Ben46. In this case, please follow these exact steps to log a ticket with our support team. 

When doing so, make sure you’re NOT logged in to ANY Dropbox account, so that your ticket ends up in the correct queue and our support team picks it up. You can send me your ticket number here afterwards. 

Let me know if you face any trouble though.

[Ben46]

That form previously responded with an error. I have submitted it again and it says it has now submitted, but because it only accepts the Dropbox account email, not a contact email, I will not receive any updates. Do I just assume action has been taken? Because as above, I have lost access to the email account.

[Jay]

Hi @Ben46, it sounds like you signed into your Dropbox account, if you weren't given an option to enter your email. 

Please could you try again and make sure you're not signed in when submitting your query, and to be safe, enter your contact email in both fields, and then mention your inaccessible email in the 'Description' field later.

[Ben46]

No, that's not what I said. I said I no longer have access to the email account that is associated to the Dropbox account, so I won't/haven't received the ticket reference, or any subsequent emails.

[Walter]

You don't need to put the affected email address in the form @Ben46 - just one that you can access so that you can receive our emails.

Could you give it a go and let us know how it goes?

[Ben46]

The form specifically says 'Email address associated with the account' - I'm not sure how else you'd find the account? But there is no other space to input a contact email address. Hopefully you can advise?