Why am I still being billed after closing my online store?

vp400
Visitor
2 0 1

I have closed my store previously before payment was due and I am still being billed after the fact.  According to Shopify Bill payment has failed on three separate attempts.

Since having an account with Shopify there have been no late charges except until now.  I am now being forced to enter another credit card to pay delinquent balance.

I need to talk/Email to either someone in the finance department or anyone that is able to escalate the issue I am currently having.                                 

 

I NEED ASSISTANCE WITH CLOSING THIS ACCOUNT/STORE PLEASE

 

 

Replies 3 (3)

Blair
Shopify Staff
1951 258 229

Hi @vp400,

 

Thank you for reaching out to the Community. I'm happy to provide some assistance with this request, to ensure it gets resolved. 

 

As you're still receiving billing charges, I'd encourage you to confirm that the shop has successfully been closed. To complete this, you can head over to our Log In Page. If the shop has been deactivated, you will be presented with the option to re-open the store after entering your log in details. 

 

If you're able to log in and access the Shopify admin however, you will want to follow our Deactivating Your Shop documentation for steps on to successfully close down your store. It shares step-by-step instructions on how you can complete this. 

 

It outlines that you can:

 

  • From your Shopify admin, go to Settings > Plan.
  • Click Deactivate store.
  • Select a reason for the deactivation, and then click Continue.
  • Enter your password, and then click Deactivate now.

 

As for connecting with our support team, you will want to follow this direct link. When it comes to account specific inquiries like this one, you will need to connect with us directly. This will allow for our advisor team to take a closer look as we don't have access to any account specific information through the Community. 

 

Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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vp400
Visitor
2 0 1

Hi Blair,

 

I have followed the direct link in the message you sent and updated email/ name information. I'm not sure if I'm supposed to wait for correspondence from the advisor team or if I followed all the steps properly as nothing else takes place. If I click on the direct link again it takes to a shopify account profile. 

 

Blair
Shopify Staff
1951 258 229

Hi @vp400,

 

Thank you for the prompt response! To confirm I'm fully understanding, were you able to successfully deactivate your shop?

 

If so, you can head over to our Contact Page to connect with us directly. Here you should be presented with a chat box where you can enter the following details:

 

  • Enter 'I can't log in' into the chat box
  • Click 'I still need help'
  • Click Account Support
  • Scroll down to see the link to chat in

 

Please let me know if you have any troubles with this. 

Blair | 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