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:08/13/2025

  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 have a dropbox account associated with my old work email ******************** I've attempted to login to my account to change my email address since leaving my job, but it keeps sending a verification code to my old email address. I've already read all of the help articles for resolving this issue, none of which worked. I contacted customer support chat to resolve the issue, but was told only someone from sales is availabe and they provided me a web address to email customer support. However, to send an email to that adress you need to be logged into your account, which isn't possible without the verification code, which it tells you when you try to send the email.I advised the sales person of that problem and that I needed another method of contacting customer support, but was told that is literally the only option. No phone number, no chat feature, no physical address to send a letter ... literally nothing.I pay a montly fee for my account, which I then wanted to cancel since they can't even get me into my account, but that can only be done from inside your account .... yes, seriously. They are holding my personal property hostage with no solution for resolving the issue, or even a method for contacting anyone at the company to advise of the problem.

• Initial Complaint

  Date:08/08/2025

  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.

  Dropbox keeps billing me even though I do not have an account. To contact customer service you have to log in through your account but I don't have one! It is so frusterating. I just wish I could get them to stop billing me without having to cancel my card.

• Initial Complaint

  Date:08/08/2025

  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.

  Hello I have a paid Dropbox subscription for saving up to 2 TB of data. I sync my files and data so they are all online without local copies to save space. A few days ago my account has beed disabled and i am unable to get access to any of my files.I have tried reaching the dropbox support and was told that my account contains content that constitute child sexually exploitative material (including material which may not be illegal ****************** material but which nonetheless sexually exploits or promotes the sexual exploitation of minors), unlawful ***********, or are otherwise indecent.I am sure there is a huge mistake and i have tried emailing and contacting dropbox with no response after the first few responses saying my account was disabled due to violation of terms.I have no **** content what so ever and i have no idea what they are talking ******** only thought of how can it be, is that i am a doctor in a hospital and we take pictures of patients pathological findings sometimes, but never children, nor **** (usually rashes or blisters or other things on a patient). Another thought is maybe some pictures of my own children but never ***********.I am getting no response. They have just blocked **** asked them to at least give me an option to download my content and then discuss, since my life is backed up there. All my pictures, movies, children materials and memories, files, documents, my business documents, evrything...But they just don't respond. I am trying to get a legal address or a manger and no ***********'s like someone took everything and i am just lost with no address and no idea how to fix this huge mistake I came across some people online that said you helped them in similar conditions. My main issue is to just get access to my data, and at least download all my data locally. Please, help me I am lost ***** ******* **************** ***************

• Initial Complaint

  Date:08/05/2025

  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.

  As a valued customer for over a decade the company recently announced its dropping their password software and shutting it down completely in October. After just exporting and entering data and just under 200 logins, as well as ensuring the iPhone version was also up to date, the drop the service. This has cost countless wasted hours and their own export resources within a supposed CSV file also does not work. For them to just have notified customers this is happening is unacceptable, especially since multiple employees, IT or others must also enter data. If a customer didnt have to sift through countless hours of FAQ's online, the transition would not be bad. But their own advice does not work.

• Initial Complaint

  Date:08/03/2025

  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.

  After using the services of DropBox in 2023, I was enrolled in an auto renew subscription. In ******************************************************************* 2025 I attempted to cancel the subscription 1 month prior to renewal, but apparently, I did it incorrectly although I received a confirmation email saying, "sorry to see you go". I was charged anyway and refuted with credit card company and changes were reversed. I month later the charges reappeared. I let it go and have attempting to cancel the subscription, but to no avail. There is no online and / or phone support information when I go to my account. I believe that there is concerted attempt to prevent cancellation, and an this is unfair business practice and other consumers should be warned.On one should have to jump through hoops to cancel a subscription. Kind Regards *** *****

• Initial Complaint

  Date:07/24/2025

  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.

  I signed up for a free trial of DropBox. I cancelled right away because I immediately did not like it. Today I received an email stating confirmation that I did indeed cancel my trial and then immediately received another email stating I was charged $127.79. My account shows that I have the basic FREE version of Dropbox. these people are impossible to get a hold of. I have disputed this with my credit card company and am waiting for the results. I want this charge taken off my card with confirmation that I will not be charged in the future. This is evidently a huge issue with Dropbox after reading numerous others with the same issue.

• Initial Complaint

  Date:07/21/2025

  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.

  I am a long-time Dropbox Plus subscriber, based in ****** and paying monthly with an international credit card.Since May 2025, *** experienced a severe technical issue with Dropboxs macOS integration, preventing proper file saving and disrupting my studios daily workflow. I verified the issue with both ***** and Adobe support, who confirmed it stems from Dropbox. They recommended I contact Dropbox directly which I did.Despite sending full diagnostics, screen recordings, and logs, Dropbox has failed to resolve the issue for over 9 weeks. Support responses have been vague, repetitive, and unhelpful. My request to escalate the case (Ticket #********) was ignored. The only compensation suggested required account downgrading not a feasible option for my professional needs.Dropbox continues to charge me full price for a broken service. No meaningful solution has been provided.I am attaching the full correspondence for reference. This issue affects the functionality and reliability of Dropboxs core product. I am asking for urgent intervention and resolution.

• Initial Complaint

  Date:07/10/2025

  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.

  We are writing to formally dispute two unauthorized charges from Dropbox totaling $1,244.16, and to request a full refund.Our business began a free trial with Dropbox on June 8, 2024, during which we entered our credit card and company information. The system prompted us to select three licenses, but within a few weeks and well within the 30-day trial period our developers informed us Dropbox would not be needed for our operations. We canceled the service on or around July 4, 2024, 26 days into the trial.Despite this, on July 8, 2024, we were charged $622.08 for an annual subscription even after receiving a promotional Come Back email offering 25% off if we reactivated (which we did not accept or act upon). We had no idea the charge occurred during that extremely busy period and only recently uncovered it during a financial *********, exactly one year later on July 8, 2025, we were again charged $622.08, even though we have never once used Dropbox, and believed it was canceled in 2024. We have had zero activity, engagement, or usage since canceling and never agreed to any renewal.We kindly ask that you investigate this matter and issue a full refund for both the 2024 and 2025 charges, as the account was inactive, the product was not used, and we had canceled within the trial window.Please respond promptly, as this has caused significant disruption.

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising 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 employer had a Dropbox account and I had a business phone that had my pictures stored in Dropbox. When my employer stopped their Dropbox account, my pictures were stuck in Dropbox and I was unable to access them because I was never the administrator. Then, my organization was bought out by another organization and they had no information to help me get access to my photos. I contacted Dropbox and they just kept sending me in circles. They told me to purchase a personal account, which I ************************* Plus. They told me that I would be able to transfer my photos then. But I have not been told how to do that, even though I have inquired about how to do this multiple, multiple times. They send me to a support center and then you talk to a chatbot who sends you back to the support center. If I do figure out how to submit an inquiry, I will get an email from someone and they do not answer how to transfer my pictures. You cannot talk to anyone by phone unless you have a business account, which I cannot get. I have submitted numerous inquiries asking for help with this issue with no resolution. Also, they are automatically billing me monthly. I have a feeling that they are not answering my question because once I transfer my pictures, they know that I will probably delete my account.

• Initial Complaint

  Date:07/03/2025

  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 been improperly charged $219.60 for an unused Dropbox account that I already cancelled once before. I never use the service nor do I want to. I have tried to submit an online help ticket a couple times and keep receiving the screenshot attached. It's rather frustrating because it seems like they are trying to take advantage of customers and make it challenging to issue a refund.