I want to cancel a subscription but can't access old email

[LetsDesign]

I have a few dropbox accounts, currently signed into one of them. I am unable to sign into my other dropbox account as the email address is from an old employee, I no longer have access to it. I have the password but it is requesting a 6 digit code in which I can not access. How can I do this without having access to the email address? I have an invoice from dropbox showing the Premium monthly charge as proof that it is my account. 

[Hannah]

Hey @NeolaMace, sorry to hear that you're in this situation.

I would actually suggest reaching out to our support team directly about this.

To do that, open a private browsing/incognito window and go to this page.

In the "I want to look up information related to" box, choose "other" and type in an email address you can access.

Fill out the rest of the form, submit your request and when you have your ticket number, please make sure to send it to us here as well.

[NeolaMace]

Thank you so much for your help. I cannot submit a request because it is requiring me to enter my card number. I must have paid through Google Pay because the charge goes through every year and my debit card has changed multiple times.

[NeolaMace]

I have no idea now what card I had on there or even which card went through last year. Yes I absolutely want to reach out to the support team but I have not been able to do it.

[Megan]

Hey @NeolaMace, I just sent you an email, and I'll be happy to continue troubleshooting there!

[gosgood1130]

I have a similar case where I have a dropbox account through my former work email but am unable to access the account. I did speak to someone previously and have a work ticket number - Ticket #23770119: email access and cancellation of addl storage charges yearly coming up JUNE - but have had no response. Would you be ale to help?

[Rich]

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@gosgood1130 wrote:

I did speak to someone previously and have a work ticket number ... but have had no response.

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When you created the ticket, did you enter your work email where it says Email address associated with the account? If so, their responses would be going to an email address you don't have access to.

If that's the case, create a new ticket and enter an email address that you have access to, then enter the problem email down below in the Other details section.

[helpmeplease08]

Hello,

My personal credit card was used for a different work dropbox account. I have left the company and no longer have access to my dropbox account (2-step requires email authorization and I am not talking to former company). I am still getting monthly dropbox payments and I need help stopping them without cancelling my credit card.

Dropbox support Chat has not been helpful. It is only showing me which account my credit card billing with 12 character ID is associated with.

[Rich]

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@helpmeplease08 wrote:

My personal credit card was used for a different work dropbox account. ... I am still getting monthly dropbox payments and I need help stopping them ...

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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

[helpmeplease08]

They require a sign-in to access support - which is my issue, as I am unable to sign into the account that is using my credit card for billing.

[Hannah]

Hey @helpmeplease08, no need to sign in to your account to access support for billing issues.

You'll just need to follow Rich's steps above and then:

1. In the "I want to look up information related to" section, choose "other" and type in an email address you can access.
2. Fill out the rest of the form.
3. Click "submit".