I absolutely cannot contact Shopify to close my account. I finally closed my credit card so I wouldn't be charged anymore. Now Shopify is still charging me, and I still can't contact support
I am instructing my credit card provider that these are unauthorized charges
There is no way to contact support. It's very frustrating.
My email: email@example.com
Please email me, please DON'T send me a link to the Support Portal
Hello! Sophia here from Shopify.
We take your account security very seriously, and as such, you need to be authenticated as the store owner to discuss any sensitive information, like billing, with our team. Closing a store can be done by the store owner only, following these steps:
Once these steps are complete, you'll receive an email to confirm that the store was closed. I cannot create an email ticket on your behalf. However, live chat, email, and callback options are available through the Shopify Help Center 24/7. I understand that you don't want to go through this link to get in touch with our team, but in the interest of your account security, this is the next step if you need store-specific support.
If you're having trouble logging into your admin, please let me know so we can review some troubleshooting steps to help you regain access. In the meantime, can you tell me about the email you received with the chat link?
As this is a public space, I'm unable to review any of your account details, including the secure chats you've had with our team. Your conversation here in the community cannot be escalated. However, since you've already been in touch with Shopify Support via live chat, that means you'll have an open ticket to reply to with any follow up questions. That ticket can be escalated to our Billing team for further review, so please reply directly to your existing ticket. Thank you.
Please rest assured that you have already taken the correct steps by getting in touch with our team through the Shopify Help Center. Our support team can escalate your ticket to the Billing team if they haven't done so already, and you will receive a response via email on that ticket.
If you're concerned that the ticket isn't in the right place, you can send another reply to your open ticket with the following message so that the team has the full context of your communication with Shopify Support:
I have been in touch with Shopify Support on the Shopify Community forums (https://community.shopify.com/c/Shopify-Discussion/How-do-I-close-my-account/m-p/1163283), and they have advised that this ticket can be escalated to the Billing team.
The person handling your ticket can reach out to me if they have any questions about next steps. We cannot guarantee a response time, but our Billing team can take a look at the account—once they have authenticated you as the store owner—to make sure that the store is closed and that you won't be billed further. Since this is an account-specific matter that needs to be handled on your existing ticket, this topic is now closed.