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Inactive account still being charged monthly

TaraBrennan
Visitor
1 0 0

Hello,

I have an inactive account that is still being charged and money taken out of my account. I cannot log in as it will not allow me and i no longer have the same email address.

Can you please advise how I rectify this and if I am entitled to a refund as this site has not been active for around 12 months.

Thank you

Accepted Solution (1)

Trevor
Shopify Staff (Retired)
3408 463 989

This is an accepted solution.

@TaraBrennan 

In order to stop the billing, the account will need to be fully closed by going to Settings > Plan. From there, click Cancel subscription > Cancel subscription and close store. Next, click Continue > Close store. These steps need to be processed in order to close your store or the services will continue. 

Could you elaborate on what is stopping you from logging in? Is it that you've forgotten your password or something else? In terms of your email, are you able to reactive the email and/or access the email so you can access your Shopify account?

In terms of a refund, our Terms of Service does state that we do not provide refunds. The services have been rendered in full; however, if the account is closed within a reasonable time frame of the most recent invoice, then we may be able to offer a refund on the most recent invoice. Shopify Support will be able to provide further assistance with reviewing the eligibility for a refund once the account is fully closed. 

Trevor | Community Moderator @ Shopify
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View solution in original post

Replies 6 (6)

Trevor
Shopify Staff (Retired)
3408 463 989

This is an accepted solution.

@TaraBrennan 

In order to stop the billing, the account will need to be fully closed by going to Settings > Plan. From there, click Cancel subscription > Cancel subscription and close store. Next, click Continue > Close store. These steps need to be processed in order to close your store or the services will continue. 

Could you elaborate on what is stopping you from logging in? Is it that you've forgotten your password or something else? In terms of your email, are you able to reactive the email and/or access the email so you can access your Shopify account?

In terms of a refund, our Terms of Service does state that we do not provide refunds. The services have been rendered in full; however, if the account is closed within a reasonable time frame of the most recent invoice, then we may be able to offer a refund on the most recent invoice. Shopify Support will be able to provide further assistance with reviewing the eligibility for a refund once the account is fully closed. 

Trevor | Community Moderator @ 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

dezindeals
Tourist
3 0 7

Trever, Your response does not even answer my concern. Shopify needs to refund my money thats all, if my store is inactive, why am I being charged? Its very simple.

Rodel_Dizon16
Visitor
1 0 2

Since it was deactivated, when we log it to our account, there's no settings tab or button in sight. We can't just go to settings like what you've said. It will just redirected to a pick a plan page and forcing us to pick a plan again, and after that same thing.
Can you show us step by step how to get that settings that you're referring to?? Seems like the setting was hidden or unclickable for some reason if the account was already deactivated. Thanks

 

dezindeals
Tourist
3 0 7

This is so frustrating I am trying to get hold of customer service at Shopify and no one is able to help. I do not have ANY active stores on Shopify right now but Shopify has charged me $14 for a domain plus $9 for renewal, why am I being charged for an inactive store. I need someone to explain this and help me refund this amount right away. It looks like I am not the only one with this complaint, many others are having the exact same issue with their inactive stores. Secondly, how am I supposed to access my billing if all my stores a currently inactive? I need to be refunded the recurring amount that Shopify keeps charging me.

somyaT
Visitor
1 0 0

It is the same situation with me. I have not been using Shopify and my account is inactive and it is still being charged. Why?

You can't do this according to Indian RBI guidelines!

Maz
Shopify Staff
1231 130 184

Hi, @somyaT!

 

Thanks for getting in touch. 

 

As mentioned by Trevor above, the store needs to be fully deactivated as per the steps outlined here. Simply logging out or not using the store does not stop the billing process. 

 

Please follow the steps to deactivate your account, and you will no longer be billed going forward.

Maz | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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