Subscription was deducted even though I canceled

[Nek1]

Hi, 

I just canceled my shopify subscription (deactivated my store), and after a few hours I received a message from my bank that an amount has been charged against shopify for shopify subscription. 

I want to know why I was charged I already paid this month's subscription in advance.

I didn't have any orders, the main reason to close the store was that I was unable to find a payment gateway so basically I hadn't even started the store.

[Imogen · Accepted solution]

Hi there, @Nek1. Thank you for taking the time to make a post in the Shopify Community Forums regarding this recent charge you've experienced in relation to our Shopify Account. My name is Imogen. It's good to meet you!

I'm sorry to hear about this odd billing situation you've had happen. To set some expectations for you, we're unable to authenticate users in the Shopify Community, so we're unable to access your billing from here to determine a specific cause to share with you.

With that being said, our Authenticated Support Team is able to access your billing to share information with you! You'll want to use this link to access our Help Portal. From there you'll be able to login to your account (even though you've deactivated your store) and you can let our AI Chat Assistant know that you have questions about your most recent bill. It will provide you with prompts that you can then use to get connected with an authenticated Support Advisor who will be able to look into your billing for you in more detail.

[exosticastores]

Hello, 

I have the same problem I have been mistakenly charged by SHOPIFY multiple times for a store I cancelled over a year ago, I opened a case and follow your instructions.. its been 20 days and not a word from shopify, in the 20 day time frame ,ME, NOT SHOPIFY, has reached out to you and spoken with , Denivin, Nino, Marlon and Samantha, all in different days. No one in your help center can actually help nor knows what to do, they keep saying "it's been escalated" .. "someone will reach out as soon as possible" and NO ONE DOES. It's been 20 days, this treatment towards your customers is disgusting. I have also asked to speak to a manager every time I connect with your help center and the answers are "None are available", "They will reach out shortly".. no one has reached out. Do you not have managers available? This is sounding like a big scam every day that passes, are you able to actually help? As I am exhausted of this horrible service from your company and unfortunately have to report to the BBB as a fraudulent company that you are appearing to be. Please contact me ASAP.