I was charged for a closed account. Need help.

[JoshuaVDK]

I was charged $76.69NZD for a closed account that has been closed for months now. 

I do not have a second account with any stores open or active plans, I've gone through and checked all of them.

I've also checked all my emails linked to shopify and can't find a bill related email to these charges, I have no used Shopify in months. 

There is no way to contact support without an active store so I'm seeking help here. I'll leave the details of my bank transaction to help track this down, I need a refund asap. I tried going through the refund process, tried seeking support, very poor experience and service. 

transaction details: Shopify 204464587 65800852669.

Please can a support member reply to this and help me, I did not authorize this payment nor did shopify have any grounds to take this payment out. 

[Victoria]

Hi, @JoshuaVDK.

Thanks for posting to the Shopify Community.

I understand you were recently billed for an account you mentioned that was closed. You also addressed that you do not have additional accounts active.

I'd recommend using our Recovery Tool and entering any email addresses you've created. If there is a Shopify store associated with that email address, our system will send you a list of emails to your inbox. I know you mentioned that you have checked emails linked to Shopify and are unable to locate a bill. Have you tried using the search bar in your inbox to filter for Shopify Billing emails? 

Here are some other possibilities that may be related to the charge:

• You made a purchase from a store that uses Shopify Payments. The charge will be displayed as SP * <store name>.
• You were debited for a negative balance on your Shopify Payments account due to actioning a refund or incurring a chargeback.
• You were debited for a Shopify Capital repayment or remittance.
• You share a payment method with others, and another person might have created the account.
• You might have entered your payment method into a client account.

Lastly, if you're still unable to locate the charge, it would be best to contact our support team. You should still be able to access support with an inactive account. When navigating the Help Center, please log in and select your store from the Inactive list. Next, type your question to the Help Center Assistant and select the option 'I still need help.' You'll then be presented with additional options to chat with an advisor. I recommend providing the advisor with the 9-digit bill number from your statement, and you might be required to provide an image of the charge.

I hope this helps!

[JoshuaVDK]

Hey Victoria, 

I've done all of the above however I'm not able to speak to a real person without an active store, there is no where I can see to actually get some help regarding this issue. The recovery tool didn't do anything all it did was link me back to stores that are inactive and the bill in questions of $76.69NZD is not on any of them, could you check for me using my bill number please as I have no one else to do this as I mentioned I can't get real person support without an active account. Thanks for your help.

[Victoria]

Thanks for trying those steps, @JoshuaVDK.

Unfortunately, I'm not able to check account-specific queries through our community forum as we do not have the authentication tooling for privacy and security reasons.

Could you kindly share a screenshot of your view from the Help Center when communicating with the Help Center Assistant? I'd like a screenshot for better visibility so I can walk you through the steps. 

[JoshuaVDK]

Hey Victoria, 

That's my problem I can't get in contact with a help center assistant, there is no way for me to get to this point, If I was able to speak with one of them I would more than likely be able to have fixed this now, but I can't could you assist on the correct path to take to get to them, thanks.

[Victoria]

When accessing the Shopify Help Center, are you seeing error messages? If you're able to describe what steps you've taken so far, this can help our team. Are you able to select your account to login through the Shopify Help Center? You should still be able to access support with an inactive account. 

I'll share a screenshot below of where to locate the Help Center Assistant.

If you're unable to login, please type 'I can't log in' to the Help Center Assistant (as shared in the screenshot above.) After typing this, you should see an option to select 'I still need help.' Afterwards, you'll be presented with additional options to connect with support.

Please let us know if you're having trouble navigating the Help Center or following the above steps. If you're able to share screenshots for better visibility, we can guide you more thoroughly.

[JoshuaVDK]

They help assistant is of no help, it's AI, not able to help get me in contact with a real agent without having an active store, that is my problem.

[Victoria]

Thanks for your reply, @JoshuaVDK.

Could you try the steps listed below:

• If you're unable to login, please type 'I can't log in' to the Help Center Assistant (as shared in the screenshot above.)
• After typing this, you should see an option to select 'I still need help.'
• Afterwards, you'll be presented with additional options to connect with support.

[JoshuaVDK]

Hey Victoria, 

Once again, this is the issue I'm having please see screenshot for reference, I can't get actual support from a real person this way as I mentioned I don't have an active store: 

[Victoria]

Thanks for sharing that screenshot, @JoshuaVDK.

You mentioned in your initial message that your store is closed. From the options presented in the screenshot you provided, could you click Select a store. Connect with a support advisor. 

From there, are you given the option to select your store from the INACTIVE STORES section? If so, please select your store, and you should see the option to Chat with us under Get Support.

[JoshuaVDK]

Hey Victoria,

Once again & final time, I cannot get access to a support advisor without a store, please refer to screenshot, the "connect with a support advisor without a store" is not clickable or even an option without a store. Can you please get a support advisor to speak with me, this is getting out of hand now. 

[Victoria]

Hi again, @JoshuaVDK.

I noticed from your most recent screenshot you shared, you typed I don't have a store. Instead, could you try following the steps and screenshots below to access our Chat with us option.

I'd like to outline the steps to access support through the Shopify Help Center to ensure you're able to connect with our team. 

How to contact Shopify Support: 

• Navigate to the Shopify Help Center.
• In the Help Center Assistant chat box, please type I can't login. 
• Once you have entered I can't login, you'll be presented with options ex. Account Support.
• Click Account Support. This should route you to the page Can't log in to your Shopify account.
• Scroll to the very bottom of the page to see our Chat with us option under Get Support.
  (See screenshots below for reference)

I hope this helps!

[JoshuaVDK]

Hey Victoria, 

When I click " account support" it takes me to the following screenshot which is not the same as the one you listed in your reply, I've clicked on view account settings etc and it takes me no where, so still stuck at the start. 

[Victoria]

Thank you for trying those steps, @JoshuaVDK.

In the second yellow banner from your screenshot, you'll need to have a full name on file as well as an email address to create a support request. Could you click null null from the top right corner and let me know if you're able to select Your Admin?  

[JoshuaVDK]

Hey Victoria,

After clicking "my admin" it takes me to the page which shows I have no store and tells me to open a new one, this is not helping.  I'm not getting the same options as you probably because you have an active store or different privilages being an employee, please can you just help get a support contact to message me, none of these steps are working. 

[JoshuaVDK]

Hey Victoria, 

Just needing a reply if possible to my last comment, thank you.

[Victoria]

Hi, @JoshuaVDK.

I've tested out the steps I shared in my previous reply without being logged in.

When communicating with the Help Center Assistant, I typed can't login into the chat box. I was then presented with the option to click Account Support, and it redirected me to the Can't log in to your Shopify account page. Once on this page, please scroll to the very bottom of the page to see our Chat with us option under Get Support.

From the steps listed above, could you try this using an incognito window, a different browser, a different device or by clearing your cache and cookies? 

Lastly, in the most recent screenshot you shared displaying your Inactive account, could you try clicking the account to see if it routes you to our support page?

Thank you!

[JoshuaVDK]

Hey Victoria, 

Please read my previous message and get back to me, so far there has been no solution, just constantly advising on help I can't obtain, no refund or process started. 

[JoshuaVDK]

Hey Victoria, 

Could I please get a reply to my last message regarding my screenshot?

thanks.

[JoshuaVDK]

Hey Victoria,

It's been 2 days now since you replied, could you please reply to my last comment, really need help sorting this before I get charged again and also to get my refund. thanks.