Why am I being charged for an inactive account?

[YTCreations]

I have attempted to cancel my subscription several times with no success. This morning my account was charged for billing but my Shopify is listed as inactive. I would like a refund as I was trying to cancel the subscription before the trial date ended. The chat support function is not working and I keep receiving an error page when attempting to use the chat function. 

[Greta]

Hi, @YTCreations!

Thanks for reaching out, and I'm sorry to hear you're having trouble closing your account. 

If you've tried following the steps outlined in this help document and you're still running into issues, you'll need to contact our live support team for further assistance. To do so, you can head over to the Help Center, enter the details of your issue into the chat assistant, and click I still need help to be connected with a Support Advisor. You mentioned you were having trouble with this before — if you're still getting an error message please try clearing your cache and cookies and/or using an incognito window and trying again. 

When speaking with our live support team, you can request a refund. Shopify doesn't offer refunds as outlined in our Terms of Service, but the Support Advisor you connect with can see if an exception can be made. I can't guarantee anything but it's always worth asking! 

Let me know if you have any other questions.