In an attempt to cancel my account, I get the following message. "Invoice Payment failed: Transaction failed". Even though my account is paid through the 25th of February and I have a card linked to my account with sufficient funds. How can I fix this and cancel my subscription?
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Ted here from Shopify, thanks for posting your query and for letting us know!
I'm sorry to hear that you are hoping to close your store. How have you found the platform so far?
When this occurs, it normally means that there was a pending invoice for an app, transaction rates or shipping fees as mentioned here. So the system is trying to invoice you now before you close the store instead of adding it to next months invoice. Have you been able to close the store since? To take a closer look at the invoice in question, you should be able to see this information within the Settings > Billing > Invoices section of your admin.
Let me know how this goes and if there is anything else I can help you with, I'm happy to help!
Thanks for reaching out and for letting me know!
Just double checking this for you and going by your screenshot, it appears as though there's a pending app charge, which the system is trying to accept payment for before you close the store. If you click into the 'View Details' section as outlined in my screenshot below, I'd recommend taking a look at the app in question and then reaching out to the app developer for an app credit note, so you won't be charged. Once a credit note is applied to the account, you should be able to close the account.
Please note that app developers are not obligated to issue credit notes depending on when the billing period for the app began, however, if you are planning on closing the door they might be able to do so. The app store here should have the app's support page listed but please let me know if you can not locate this information.
Please let me know if there's anything else I can help you with, I'm happy to help! Our 24/7 Support is available here too if you would prefer a faster response. Just click Support > Contact Support in the main menu for more info.
This is an accepted solution.
Thanks for letting me know, we can help you close your Shopify store for sure but I can't do so here on a public thread just for security/authentication reasons. When you have a moment, please contact our live chat, email or callback support here for further assistance.
Thanks for letting me know, we can help you close your Shopify store for sure but as mentioned above, we can't do so here on a public thread just for security/authentication reasons. When you have a moment, please contact our live chat, email or callback support here for further assistance.