Solved

How can I stop billing if I no longer have any stores?

stevemines
Shopify Partner
1 0 0

I no longer have any stores but I still am getting charge and I can no longer log into any accounts how can I stop the billing

Accepted Solution (1)

Shay
Shopify Staff
2928 455 602

This is an accepted solution.

Hi @stevemines 

 

Thank you for reaching out about this and I am glad that you were able to spot the continued charges. I want to assure you that if any of your previous stores are fully closed then further billing for those accounts is immediately halted. If you are still receiving charges to your card then that means there may be another store open under your name or possibly in a worst case scenario someone has used your card without your permission to pay for their store.

 

No matter the cause of the charges, our live support is equipped to help you get this resolved. Our team will request a screenshot/picture/scan showing the invoice number for the charge, which will be located on your credit card billing statement. It generally looks like SHOPIFY * ########. They will also need the first 6 and last 4 digits of the credit card number for verification purposes. With that information our live support will escalate this and our billing team would be happy to remove that credit card from all stores on the platform for you. 

 

To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in (or continue without an account), choose your topic and issue and at the bottom of the help articles provided will be all available live support options. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 15 (15)

Shay
Shopify Staff
2928 455 602

This is an accepted solution.

Hi @stevemines 

 

Thank you for reaching out about this and I am glad that you were able to spot the continued charges. I want to assure you that if any of your previous stores are fully closed then further billing for those accounts is immediately halted. If you are still receiving charges to your card then that means there may be another store open under your name or possibly in a worst case scenario someone has used your card without your permission to pay for their store.

 

No matter the cause of the charges, our live support is equipped to help you get this resolved. Our team will request a screenshot/picture/scan showing the invoice number for the charge, which will be located on your credit card billing statement. It generally looks like SHOPIFY * ########. They will also need the first 6 and last 4 digits of the credit card number for verification purposes. With that information our live support will escalate this and our billing team would be happy to remove that credit card from all stores on the platform for you. 

 

To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in (or continue without an account), choose your topic and issue and at the bottom of the help articles provided will be all available live support options. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Tristan1231
New Member
7 0 0

I have been experiencing a similar problem with no resolve for months. This is an incredibly frustrating and horrendous customer service

Shay
Shopify Staff
2928 455 602

Hi @Tristan1231 

 

I am sorry to hear that you have been having issues getting a billing charge resolved. Were you able to follow the steps I shared above to report the charge and have it escalated? 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Tristan1231
New Member
7 0 0
No luck following the steps. There's no way to contact anyone by phone or email using the steps laid out above.
Shay
Shopify Staff
2928 455 602

Are you able to share a screenshot of what you are seeing when you try to follow the steps I shared above? If you are trying to access support without an account you will want to follow the link below the login button for not being able to sign in to an account. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Tristan1231
New Member
7 0 0
Listen, I just want to stop my subscription and it shouldn't be this hard. I don't want to become an "expert" at navigating shopify — I would just like to cancel my subscription. Please advise
Shay
Shopify Staff
2928 455 602

If you have access to your store admin then you have the ability to deactivate your online store at any time under Settings > Plans. 

 

If you are not able to access the admin of the store, or you are unsure where the billing fees are originating from, you will need to contact our authenticated support channels for additional assistance. 

 

  • To access our authenticated support, please follow this link: Shopify Help Center.
  • Next, you will want to follow the on screen prompts to sign in or use the link below the login option for "I can't access my account".
  • If signed in, choose your topic and issue and at the bottom of the help articles provided will be all available support options. 

If for some reason you see the heading for "Get Support" on the last page but no support options, please clear your browser cache and cookies or try in a different browser. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Tristan1231
New Member
7 0 0

Not mobile friendly advice – one of the worse customer service experiences ever. I shouldn't have to jump through this many hoops to stop billing 

Tristan1231
New Member
7 0 0

Tristan1231_0-1688064447696.png

 

It's not Ryan's fault and he was very pleasant even though I am extremely annoyed. Worse customer service facilitating me stopping billing even though I have been scammed out of 100s of dollars with no service

Tristan1231
New Member
7 0 0

Tristan1231_1-1688064603746.png

Now, I am being gaslit. This isn't cool - I don't have a store, its been closed for months. I have said this repeatedly and customer service wants to act like "I wont try" - incredible

 

Tristan1231
New Member
7 0 0

Tristan1231_2-1688064800696.png

this took a turn - I guess i will need to rely on my credit card company. Worse. Company. Ever.

 

Shay
Shopify Staff
2928 455 602

@Tristan1231 Thank you for sharing those screenshots. I want to apologize, that is absolutely not the way this request should have been handled. We have processes to cancel unknown billing charges, even if you don't have a store or don't have access to a store. 

 

Can you please confirm your ticket number with me so I can flag this conversation for a review and ensure someone follows up with you to get this resolved appropriately? 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Stupidsheet101
Visitor
1 0 0

Did you ever get this solved? I have been having the same frustrating issue

Tylerness35
Visitor
1 0 0

Hey I canceled my account 5 months ago and I'm still getting charged and I can't get anyone to respond and it's pissing me off can you stop charging my ass. Thanks

Shay
Shopify Staff
2928 455 602

Hi @Tylerness35 

 

Thank you for joining the conversation. If you are still being billed for your account then that means the store you had is not deactivated, or you have a second active store connected to your billing information. The fastest way to stop billing charges is to sign back into the store account and fully deactivate the account under  Settings > Plans. 

 

If you are not able to recover this account to login and deactivate it, then you will want to contact our authenticated support team for further assistance: Shopify Help Center

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog