Cancelling an account associated with an email I no longer have access to

[ask1234]

I have a subscription for a dropbox account that is associated with an old work email that I no longer have access to. I can't log in because of the two factor authentication that sends an email to that account. There does not appear to be a way to actually contact customer service. How can I cancel this subscription? 

[Rich · Accepted solution]

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@ask1234 wrote:

I have a subscription for a dropbox account that is associated with an old work email that I no longer have access to. ... How can I cancel this subscription? 

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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

[ask1234]

I’ve gone through the steps to get my subscription cancelled for an account where I no longer have access to the associated email address. I asked a question on here, did what the responder suggested, and filled out a web form to cancel my subscription listing both email addresses for the account I wanted to cancel and where I can currently be reached. I never got a response after filling out the form, and have been charged again. How do I contact a person from this company and get a back and forth response?

[Rich]

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@ask1234 wrote:
I ... filled out a web form to cancel my subscription listing both email addresses for the account ... I never got a response after filling out the form ...

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Reply back here with the ticket number you received and a Dropboxer can look into it on Monday.

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How do I contact a person from this company and get a back and forth response?

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The steps I listed previously is how you contact Support. There is no other method.

[ask1234]

Ticket number? There was no ticket number. I filled out the form and never heard back. This is the worst customer service experience I’ve ever encountered. It really can’t be called customer service at this point.

[Rich]

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@ask1234 wrote:
Ticket number? There was no ticket number. I filled out the form and never heard back.

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If the form was completed you would have received a ticket number in your email, provided that you entered an email address that you still have access to. Check your spam/junk folder to make sure it didn't go there. If you don't see an email from Dropbox, I'd submit the form again just to be sure.

Tagging @Hannah @Megan @Nancy @Jay @Walter in case they can help get a ticket started for you.

[ask1234]

I gave the email address that I could be reached at in the body of the text. I gave the email associated with the account I wanted to cancel in the box where it asked for the email address associated with the account. Clearly, it still doesn't reach a human at that point. 

[Rich]

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@ask1234 wrote:

I gave the email associated with the account I wanted to cancel in the box where it asked for the email address associated with the account.

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Pretty sure that the system would have sent any responses to that email. Do it again and flip the addresses, or wait for a Dropboxer to see this on Monday when they're back in the office.