Dropbox: unauthorized charge

Collect

• card statement line with the transaction ID
• card last four digits and expiration date

Steps

1. Find the transaction ID on your statement and enter it in the charge lookup tool to see the account email and payment date.

   FormLook up a Dropbox charge on your card statement (transaction ID lookup)

2. If the tool does not work or you paid by PayPal, sign in to dropbox.com and contact support from the same browser.

   FormDropbox support contact options Sign-in required

3. If the charge is not yours, report it to your card issuer.

Facts you can cite

• Process

  "All Dropbox purchases made with a credit card will appear on your statement as DROPBOX*(transaction ID)."

  Source: help.dropbox.com, verified 2026-10-13

• Deadline

  U.S. residents can opt out of the Terms' arbitration section by submitting the opt-out form "within 30 days of first registering your account or agreeing to these Terms." Disputes start with a written Notice of Dispute to dispute-notice@dropbox.com; either side may start a formal proceeding if the dispute is not resolved within 60 days.

  Source: dropbox.com, verified 2026-10-13

Rules in force

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  4 citable points

  • Policy

    Before obtaining the consumer's billing information, the seller must provide text that "clearly and conspicuously discloses all material terms of the transaction".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.

    Source: law.cornell.edu, verified 2026-10-12

  • Process

    A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   FormDropbox support contact options Sign-in required

2. Written complaint

   EmailWritten Notice of Dispute (Terms of Service, informal resolution before arbitration) dispute-notice@dropbox.com

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Card dispute for charges after a cancellation.

4. Federal regulator

   RegulatorFederal Trade Commission +1-877-382-4357

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Watch out

Related

• Unauthorized charge at other companies
• Subscriptions — how complaints work
• Dropbox: cancellation problem
• Dropbox: refund request
• Dropbox: charged after a free trial
• Dropbox: bill went up