new 10,35 $ USD charge on my credit card... closed all my stores and subcriptions months ago?

pilon6
New Member
2 0 0

new 10,35 $ USD charge on my credit card... closed all my stores and subcrip

tions months ago. what is this?

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Replies 3 (3)
Ivy
Shopify Staff
Shopify Staff
399 32 45

Hello, @pilon6.

Is it possible that you paused your store previously, rather than fully closing it? The easiest way to get to the bottom of this unknown charge would be to reach out to our live support directly, with the full invoice number connected to this charge (usually a 8 or 9 digit number). They should, from this information, be able to find out what the charge is related to.

Our live support via phone, chat or email can be reached via our support portal here. Simply type your query into the "ask about a topic" bar, then hit continue to support to access. Here's a video showing the steps in action. You can choose to continue to support without logging into a store/account if you prefer this. 

Ivy | Social Care @ Shopify 
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pilon6
New Member
2 0 0

the ''our live support via phone, chat or email can be reached via our support portal here'' link does not work. i can't find any live support in the help center. could you please send me the link or a phone number? i had no bills for 3-4 months, then 2 randoms charges jan29 of 7.22$ and dec30 13.58$.

 

 

 

 

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Ivy
Shopify Staff
Shopify Staff
399 32 45

Have you typed into the "ask about a topic" bar, and then scrolled down to the bottom of the page as per the video I shared above? This should then bring up the option to select "continue to support". 

There is no direct phone number, so this is the only way to access our live support via phone, chat or email. Phone support is only available when queues permit but support via chat or email is always available to you. Please do let me know if this works OK for you. 

Having no charges for 12 weeks, followed by unknown charges does sound like the fully paused plan was selected instead of store closure, but I cannot say this for 100% certain as I have no access to your account. The live support team can certainly confirm if this is the case for you. 

Ivy | Social Care @ Shopify 
- OOO until 19th May - 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