Why am I still being charged for a deactivated online store?

[hentesfai]

My online store was deactivated for by Shopify for about 2 month and I am still getting charged the monthly fee. I am not able to login to the admin site and stop the reoccurring monthly payment. Can you assist with this issue and do a refund for the time my store was inactive. My online store is cyberpickstore.com

[Nick_Marketing]

Hi!

You should contact Merchant Support by email or chat, they would look into the account.

Contact page link: https://help.shopify.com/en/questions#/contact/

If the link keeps redirecting to the home page, try opening the link in Chrome Incognito mode.

I hope the answer was helpful!

[Ivy]

Hi there @hentesfai.

Are you certain your store was fully closed? Is it possible it was maybe placed onto one of our pause plans? 

In this case, I would advise reaching out to our live support team so they can double check if your store is 100% closed, and have a look at the invoices that are being applied. 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. 

[Cictem]

I Had two stores open on the free plan. After the first monthly charge I deactivated the store, not pause, deactivated. I even re-opened and re-deactivated to make sure. Everything seemed fine until a little over a week later where I received a charge on my account for a tiktok ad, then another. This even caused overdrafts in my account and has vos me over $50. When I re-opened the account I decided to close all campaigns, delete every app, and all ads. I’m still receiving charges on my account. If by some reason these charges are from the other store I opened I would have to pay $29 to open the store just to remove everything. What is going on here?

[Ivy]

Hello, @Cictem. I can definitely understand being charged for a service you are not currently using is not ideal. 

You said you are still receiving charges on your card, are these for third-party services like you mentioned above (tiktok ads) or are the charges for a Shopify store? 

If they are for third-party apps/services, then it would be best to reach out o this party directly to clarify with them what the charges are for and to ensure the charges stop going forward. Depending on the app/service being used, it may be possible for a Shopify Support Advisor to reach out to them on your behalf. If you wish to go this route, the best thing to do is to reach out to our live support and ask them to reach out to the third party on your behalf, to ask for clarification and also possibly request a refund if it is applicable. Our live support can be reached via our support portal here. 

Having an invoice number ready for the Support Advisor will help them to clarify which store the charges are being applied to, so it is good to have this information ready for them. Thank you!