Unable to cancel

[Alexallee]

Hi there,

I am getting really upset . I ve tried last year to cancel my subscription and to dispute the transaction on my bank account t and never had any answer even after a few emails. Then I couldn't do prove anything with a bank because no proof.

Anyway my problem is that I paid for a plan or subscriptions that is not showing on my account so I cannot cancel. and to talk to someone on the phone you need to be in the premium plans which is revolting.

Can you help?

[Nancy]

Sorry to hear this, @Alexallee. 

Did you initially upgrade your Dropbox account via www.dropbox.com, or did you use the App Store/Google Play Store?

If you’ve been in touch with our support team, you should also have received a ticket number to your email address. Can you share with me any ticket numbers you may have?

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

[Alexallee]

Hi Nancy,
I never received any ticket that s where my problem is and where I also couldn't t do anything with my bank wither because no proof.

I actually don t remember ever upgrading it as well but I am not sure so I might at fault.

Thank you

[Hannah]

Hey @Alexallee, was the payment that you made a credit card one? Or did you pay through Apple iTunes/Google Play?

[Alexallee]

Hi Hannah,

I believe it is a credit card one, I don't have Aple and I have no subscription on my play store.

Thanks

[Nancy]

Hi again, @Alexallee! You can verify whether these are in-app charges by looking at your bank statement. Usually, it will show Google/iTunes next to them.

If these are coming directly from Dropbox though, I can log a ticket for you and contact you internally to this email address.

Let me know.

[Alexallee]

Thank you Nancy,

It would be great if you could log a ticket for me.

Thank you very much

[Nancy]

You're all set, @Alexallee! Please have a look at your email address, and reply back to my message.

[Deb Evans]

Nancy, it would be helpful if you could tell us exactly how to get in touch with the Dropbox customer support team.  This link that you posted -dropbox.com/support - just takes you to articles.  I have been working at this for two hours and cannot get any assistance online or by phone.  

[Nancy]

I’m sorry to hear this, @Deb Evans. 

Can you clarify what Dropbox plan you’re currently on? I’m asking because this affects the support options available.

If you want to contact our support team about a billing issue, and you’re on a free Basic account for example, you can follow these steps directly.

Let me know, if you face any issues though.