Inactive account still being charged monthly

New Member
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I have an inactive account that is still being charged and money taken out of my account. I cannot log in as it will not allow me and i no longer have the same email address.

Can you please advise how I rectify this and if I am entitled to a refund as this site has not been active for around 12 months.

Thank you

Community Moderator
Community Moderator
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This is an accepted solution.


In order to stop the billing, the account will need to be fully closed by going to Settings > Plan. From there, click Cancel subscription > Cancel subscription and close store. Next, click Continue > Close store. These steps need to be processed in order to close your store or the services will continue. 

Could you elaborate on what is stopping you from logging in? Is it that you've forgotten your password or something else? In terms of your email, are you able to reactive the email and/or access the email so you can access your Shopify account?

In terms of a refund, our Terms of Service does state that we do not provide refunds. The services have been rendered in full; however, if the account is closed within a reasonable time frame of the most recent invoice, then we may be able to offer a refund on the most recent invoice. Shopify Support will be able to provide further assistance with reviewing the eligibility for a refund once the account is fully closed. 

Trevor | Community Moderator @ Shopify 
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