"Cannot close account due to pending invoices"

anonconcerned
Visitor
3 0 0

Hello,

 

My card is not working and I am getting repeated invoices to pay the monthly subscription. Is there a way for Shopify to freeze my account? I am still getting invoices, and without a working card - my account cannot be closed. Please help.

 

Thanks,
Tejas

Replies 4 (4)

Iris
Shopify Staff
819 67 100

Hi @anonconcerned ,

 

I am sorry to hear that you are closing your account. If you have any feedback for us or would like any assistance that would make your time at Shopify better, please do let me know! 

 

It sounds as though you have an outstanding invoice that is attached to your account and so you are unable to close your account. You can check out your billing information from Settings > Billing. Your most recent invoice should appear there. For help in better understanding your bill please read this guide.

 

There are two options for you here:

 

  • You can pay the outstanding amount and then close your store as per this guide. You mentioned that your card is not working. However, you can replace a billing  method to use a different card, if available, by following this guide.

    Please note that Shopify generally doesn't provide refunds as outlined in our Terms of Service here. However, depending on the store's status when it was closed, our Support team would be happy to look into the availability of a refund for the latest charge. Once your store is closed you can contact Support team via this page.

 

  • You can leave the amount unpaid and your account will be frozen after our last billing attempt. If you missed a payment or if a payment fails three times, then your store will be frozen until you settle your bill with Shopify. Your store does not freeze until your bill's due date. If your store is frozen, then you can't access your admin and customers can't view your store.

 

Let me know if I can clarify anything further!

Iris | Social Care @ Shopify 
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anonconcerned
Visitor
3 0 0

Hi Iris!

 

Thanks for clarifying my options. I have not used Shopify since the second month of subscription. Although I commend Shopify's excellent services, I went through a personal emergency which saw me get busy with very urgent matters and I became inactive on Shopify.  In most cases, software applications close the account when card owner seems inactive.

 

Since I have not used your service for which there are pending invoices, please help me with option 2.. I also want to know if consumer records are kept confidential i.e., I don't want to be reported to a credit bureau or anything like that. This is a honest inability to recharge my account due to travel, health and other important needs. It seems this is a very common occurrence - credit cards not recharging a subscription, in which case accounts are usually closed without harm to anyone.

anonconcerned
Visitor
3 0 0

Hi Iris, 

I have one more question!

 

Can you please help me with my follow-up comments? Please see above reply.

 

Thanks!

Datana4321
Visitor
1 0 0

Hello they tried to take money from me but you said that if the payment fails 3 times they will freeze my shop but they already tried 9 times and they already put a date for the next time to do the 10th attemp