Unable to deactivate Personal Pro account

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Regular Visitor

Unable to deactivate Personal Pro account

The article, Canceling Your Personal or Starter Account, shows a blue button on the Account page. However, my Account page has no button. Tried in both Chrome and Firefox.

 

Searched the internet and I found some evidence that I may be able to do it through the Box iPhone app. The Box iPhone app referred me to cancel the subscription through the Apple iTunes/App Store. However, there are two problems with this:

  1. The instructions are out of date and do not match the current UI for the App Store/Subscriptions/Apple ID/etc.
  2. My Box subscription is billed directly to my credit card, not through App Store subscription

Just for kicks, I tried everything I could think of to find the App Store subscriptions settings and found no trace of a Box subscription anywhere.

 

I'm about to file a ticket or email support, but thought I would post here as well. Anybody else having problems with this?

7 REPLIES
Box Employee

Re: Unable to deactivate Personal Pro account

Hi @apush,

 

Thanks for your post in the Community!

 

Would it be possible for you to reach out to our Billing team? You can contact them at billing@box.com or call +18777294269 so they can help you directly.

Community Manager

Re: Unable to deactivate Personal Pro account

Hi @apush,

 

Thanks for this call out and we appreciate highlighting this to our team. 

 

The article you mentioned, https://community.box.com/t5/How-to-Guides-for-Billing/Canceling-your-Personal-or-Starter-Account/ta..., provides instructions and images that only apply to Personal accounts and Starter Accounts, but not personal pro in your case. 

 

We'll look to clarify this in our articles, but also work on creating clearer instructions for Personal Pro accounts like yours. For now please follow @katrinaa's instruction or if you already submitted a case, our billing team will work with you on getting this set up. 

 

Thanks for the call out and help!

New Member

Re: Unable to deactivate Personal Pro account

I have called the customer service billing number 3 times and have ALWAYS been prompted to leave a voicemail.  And as you can suspect, I am not happy with this form of communication.  I got one call back and it was on a Saturday when my business is not open.  The voicemail said she would call back another time.  I have not received a call back.  This keeps appearing on my credit card, yet no way for me to cancel it.  I am quite dissatisfied with your customer service!

New Member

Re: Unable to deactivate Personal Pro account

same experience!

Moderator

Re: Unable to deactivate Personal Pro account

Hi @albertjryan,

 

Welcome to the Box Community and thanks for your first post in the forum!

 

If you have any questions about cancelling your account or would like assistance in doing so, please submit a case to our Billing Team or email cancel@box.com.

 

Hope that helps! Be sure to read our guidelines, Subscribe to content you like, and complete your profile on the community.

New Contributor

Re: Unable to deactivate Personal Pro account

Same here. 

 

It's sad to know Box is so hard up for cash that they're making it difficult for me to cancel my $20/month account.

This is a true fail on your part, Box.

New Contributor

Re: Unable to deactivate Personal Pro account

Actual instructions on cancelling Personal Pro:

https://community.box.com/t5/How-to-Guides-for-Billing/Canceling-your-Business-or-Enterprise-Account...

 

These instructions work.