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Question

Support help for old account not cancelled

  • August 18, 2026
  • 1 reply
  • 8 views
O

Hi everyone, I guess this is how I get help?

I used to work for a company, and I mustve been in a pinch on a project and used a personal CC to utilize a business box account. 180/year - all good. I got reimbursed by them last year.

But since, I had to move on from that company. So the email I had with the company no longer exists - but when my annual payment lapsed it just came out of my CC again this year. So my problem is that I don’t have access to the email (it actually simply does not exist) to cancel and hopefully reimburse the charge. I imagine Box probably sent a reminder, but I obviously didn’t receive that either.

Can someone help me? I probably had better support through that account as well, but I’m on the freebie now with my personal email for other file deliverables.

    1 reply

    Jey Bueno Box
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    • Jey Bueno Box
    • Community Manager
    • August 18, 2026

    👋 Hi ​@OshNathan, welcome to the Box Community! Thanks for bringing this up.


    If you no longer have access to the email address associated with your Box account and cannot log in to cancel the subscription directly, you can take the following steps to cancel the account, stop recurring credit card charges, and request a refund:


    1. Contact Box support via email

    Since you cannot log into the Admin Console to cancel your account, you must reach out directly to Box’s Cancellation teams by sending an email to cancel@box.com.
     

    2. Information to include in your request

    When you contact the Cancellations team from your current personal/active email address, provide the following details to verify the transaction and locate the account:

    • The previous/defunct company email address used to set up the Box account.
    • Explanation that you have left the company, email/inbox has been permanently deactivated, and you can no longer access the account.
    • Proof of credit card ownership / payment verification details (alternative verification for users who are unable to send using admin email):
      • Full cardholder name
      • Credit card type (e.g., Visa, Mastercard, American Express)
      • Last 4 digits of the credit card charged
      • Date and exact amount of the charge (e.g., $180)
         

    3. Account cancellation & refund eligibility

    • Box Support can manually locate, cancel, and deactivate accounts when users lose access or cannot receive verification/confirmation emails.
    • Regarding refunds: Box’s terms state that annual subscriptions renew automatically and are non-refundable unless evaluated by support. Our Specialists will determine your eligibility and process a cancellation and refund for unauthorized or orphaned charges.


    Thank you, and please let us know if you have any other concerns.

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