Why am I still being charged for a paused Shopify subscription?

[Mohamad11]

I have stopped using shopify for the past few months but it seems that out of the multiple stores I have created, the first one keeps on charging me $39.99 a month. I paid for the $1 deal for 3 months since August of last year, and the account has been charging me $39.99 since November of last year till now. I've lost $160. Please I need support to stop charging me and refund me my money, and please don't send me the link for support because I don't know how to ask for it there. I need an actual person to come help me now. 

[Blair · Accepted solution]

Hi @Mohamad11,

Thank you for reaching out to the Community. I'm happy to provide some assistance with your request, to ensure it gets resolved. To confirm I'm fully understanding, was the shop successfully deactivated? 

If you no longer wish to run your online store, you will want to ensure it has successfully been deactivated. We have a great Pausing or Deactivating Your Shop document for steps on how to successfully complete this. It outlines however, that you can: 

• Head to Settings > Plan, your Shopify admin.

• Click Deactivate store.

• If applicable, review the options to switch to the Pause and build plan, or start a new store.

• If you still want to deactivate, then click Deactivate store.

• Select a reason for the deactivation, and then click Continue.

• Enter your password, and then click Deactivate now.

Once successfully deactivated, please feel free to connect with us directly to complete a refund request. This will allow for our support team to take a closer look as we don't have access to any account information through the Community. 

To connect with us, you can: 

• Head over to our Contact Page. 
• Enter 'Can't log in' into the chat box.
• Select the 'I still need help' option
• Select the 'Account Support' prompt to view our available support options.

It's important to note that your store's information will be guaranteed for 2 years once deactivated. If at any point within those 2 years you'd like to re-open your shop, you will have the opportunity to do so.

To learn more about subscription fees and/or any app fees, you can check out our Charges document as it touches on this further.

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

[Mohamad11]

Thank you for responding. The problem is that I have already deactivated all the stores I use to run, and that I don't know which store is the one who is charging me every month. I just said it could have been from my first store because of the sequence of the months that it has been charging me, but I have already deactivated that store. Maybe I have to activate it and take out my card from there. I'm not sure. Us there anyway you guys can see which store is charging me and tell me what to do so I can stop it, and then ask for a refund? Thank you for helping. 

[jamesdavis17]

Have you resolved this issue? I've been trying to get them to stop taking my money for months, but nothing I do works. I'm at the point where I'm considering deactivating my debit card, even though it means the hassle of resetting all my subscriptions. Every time I deactivate the account, I wake up to another $50 charge a month later, and I end up spending 15 minutes trying to deactivate it again. Right now, I'm manually approving all transactions just so they can't take my money, and guess what came through today?

[Sophia]

Hi! When you deactivate a Shopify store, you receive an email confirming that it was successfully closed. If you've received this email and are still getting monthly subscription bills, that indicates there is another account still open. If you're receiving emails about the bills, the should indicate what store they are for. However, if you can't find that information, please contact us through the Shopify Help Center so we can assist you. If you're unable to login, try typing "can't login" in the virtual assistant chat, and it should guide you to the available contact options.