Complaints

This profile includes complaints for Dropbox, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dropbox, Inc.

  1800 Owens St San Francisco, CA 94158-2381

• 

  Dropbox, Inc.

  333 Brannan St San Francisco, CA 94107-1810

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In may i signed up for a free trial to upgrade my dropbox storage. After thus and still in may i was emailed by dropbox and informed that my storage needed to be upgraded. I paid for a whole year. In may i was charged by dropbox for a monthly subscription and again in june, and this is while i had still paid for an entire year of photo and video storage. I contacted Dropbox and was told to close the additional account as they could see two charges on a Gmail account and one charge on my Yahoo email account..i only have one account i started in *********. I have asked that the one year of payment be applied to the one account i have. Everything i see in my list of contacts with Dropbox says things are closed, but my account is still telling me to pay for a year. I told *********** to dispute the two months charges from may and june and block any further monthly charges, but i still don't see where the one year of payment was applied to my account.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just now received an email from Dropbox informing me of some very large, massive deletions from my account, deletions that I certainly did not make. I was told that I have until 12/5/2025 to have them restored or else they would be deleted. Let me state now clearly: I DID NOT AT ANY TIME DELETE DATA FROM MY DROPBOX ACCOUNT. I WANT INSTRUCTIONS AS TO HOW I CAN RESTORE ALL THE DELETED ITEMS IMMEDIATELY. Once I am able to restore everything, my plan is to change my password to something far more complicated that a hacker is not so likely to second-guess.I am thankful that Dropbox notified me because I definitely want to retain all the deleted items. There is someone who I suspect might be doing this sort of thing to me frequently, but I was directed to report him to the ***. I need not say that they provided no support of any sort; that, I fear, is what our do-nothing government specializes in, that and pocketing taxpayer money.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried setting up the ***** Box app in 2022. I couldnt figure out how to use it. Called and emailed customer support for help. Never received a response from them. Then in 2023 $199.00 was taken from my bank account. Tried contacting Drop Box again to cancel, since I was never able to use their product/services. Still, no response of any kind! It was declined by my bank since I never received a formal Verification of cancellation. **************** assured me they put a stop pay on Drop Box in 2023 and they would not allow another payment to go through. In 2024 and 2025 $199/yr taken out ($398.00). I called **************** to let them know their error. And she said its not ***************** responsibility because a formal cancellation with Drop Box was never received. So, I am out a total of $597.00 for something I was never able to utilize. I would love to find a way to contact Drop Box directly, but, theyve made it impossible.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Dropbox account on 05/13/2025. I did not take a screenshot because I did not ever think it would be an issue however I have two witnesses that work with me that saw my screen. It said I was downgrading my account and I would not be charged. I thought I was all set. When I received my credit card statement I saw the charge for $540 from Dropbox. I contacted Dropbox right away and explained however they were not helpful and would not give me the refund siting their policy was no refunds. I should have never been charged. I have not used the account at all. They are charging me for a full year of service that I cancelled.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 17, 2025 Dropbox Inc.PO Box ***************************** Re: Cancelling my Dropbox Account Paid yearly: ****** to my **************** Card Since I cannot figure out how to cancel my Dropbox account online, I am writing to ask you to cancel my account completely (and stop billing me for services) which I understand means the data will be erased and lost that is currently in that account. I have two email addresses: ****************** and *********************** You must have both of these addresses as I get emails from both account. I am also sending a copy of this letter to the Better Business Bureau as I think customers should have clear directions as to how to cancel digital accounts without writing letters.****** C. ****** ******************

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a dropbox account for almost ******************************************* the past 18 months uploading my files so I can access them from my phone on the go. I got a new phone about a week ago and just tried to access drop box from my desktop which should not be impacted by this. When I went to login, it asked me for a 2FA using an authenticator. I have not previously been asked or set this up. I tried to login on my phone but it had the same issue. I have logged out of all ********* items and still having an issue. I tried adding to an authenticator and I cannot. The company DOES NOT offer any live customer support and refused to do so. You have to enter a ticket and wait 1-2 business days. I entered a ticket and did the "live chat" to be told that they cannot do anything and wait for the ticket. I trusted DropBox to upload the files so I did not have to be at my desktop to access. I am a small business and not being able to access my files can cripple my business and impact me financially. The anxiety that I cannot access my documents and might not ever be able to do so. My neighbors had an issue with this company where their account and others were hacked and their files are gone. I want to make sure that I am covered and want my files. How is this practice even allowed that a company does not provide phone support. The "support" provided goes in circles. I want my files.

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/2020 I last date that I changed my "**************************"password, it has been less than that since I downloaded files from my account to my android cellular phone. I cannot log into my account. This company made no provisions to access sensitive, and precious documents and family photos in cases such as this one. Such as asking to verify your name, or other identifying information with a driver's license, or perhaps changing the password via customer service. I am planning on reporting this to the proper authorities.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is for termination of services and refund for ******** beyond service termination. I set up an account with them 10+ years ago for large digital data transfers. Files too large to email. The payment was a direct monthly charge to my credit card for $*****. In 2021 I closed my business and terminated my services with Dropbox via their website. I received an email stating that the services had been terminated, my efforts were successful. (email of: Dec. 1, 2023 at 7:12 pm)The ******** continued on my credit card. I tried several more times with identical results. I contacted my bank, **********, they informed me that they would take care of it. They said there was nothing further required on my part. The ******** continued. I contacted ***** again and was given a different answer. They asked if I had spoken to Dropbox and I said no BUT that is because you can't, they don't have a phone number. I stated that I have several emails indicating that it was terminated. They said they will do what they can but it would be best if I spoke to them. Nothing changed. I called Dropbox via their Sales phone number on May 9, 2025. They tried to get rid of me, told me to go on line and I explained my lack of success. I asked them for a phone number for ********, they said they do not have one. My monetary request is simply repayment for the monthly charges since my email termination receipt of Dec. 1, 2023....16 months@ ***** per month = ****** ********** services be terminated immediately

• Initial Complaint

  Date:04/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ****** account shows a deduction from DropBox for $119.88. I have not used DropBox for many years, so this must be for a subscription that I forgot to cancel. I tried the ****** link to question a Transaction and they referred me to DropBox. The DropBox phone service is robotic. and doed not offer an option to cancel a subscription. Their website has no direct way of cancelling a subscription.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A couple of weeks ago, I received a request from a local law firm that I work with occasionally to gain access to a folder we were collaborating on. I accepted the request. Right away after accepting I noticed my account was labeled with their firm name, and my Dropbox folder had been ingested into their firm's Dropbox account. I had access to all of their files, and they had access to all of mine. I contacted Dropbox and they told me to reach out to the firm's admin to get it reversed. I still had access to all of my files at this point, so when I finally had some free time this week I wrote to them and asked to have them remove me from their folder and only give me access to the folder we are collaborating on. They finally sent me an email saying they removed me from their Dropbox account, but somehow in that process my ENTIRE account full of all my work folders and files is gone. I tried to log in and it initially said my account was disabled, then after trying several times throughout the day, it said my account was deleted. Apparently Dropbox does not do phone support so I've been working with someone via email. This person keeps telling me that the "Admin" of the account needs to reinstate my account, but I am the owner of this company, and the ONLY person on this account. Additionally, I can't even access this account anymore, the account that I paid for 8 months ago appears to be completely gone, and the support person says he can't reinstate it. To top it off, the support person only responds once every 24 hours. I've been without my work files (the ones I earn my living with) for a week now and its impacting my business. Dropbox support has been awful, and unresponsive, and it appears they could care less about a paying customer. Hopefully this gets resolved at some point but I will never use Dropbox again, and I will recommend to every professional that I work with to get rid of Dropbox and use a reliable cloud storage provider.