I tried to cancel my subscription and you asked for a password to cancel it I have no idea why but I forgot my password so I changed it now it’s asking for authentication codes I don’t have and has taken money out for the subscription I want to get back in to cancel the subscription and I want a full refund otherwise I’ll be pressing charges it should be as simple as clicking cancel subscription so because of your process you have taken more money out I want it fixed now!
Topic summary
Issue: A customer attempted to cancel a Shopify subscription but was blocked by password and required authentication codes (likely two-factor verification). After resetting the password, they still lacked the codes and were charged again. They demand immediate cancellation and a full refund, threatening legal action.
Support guidance: A responder advises contacting Shopify Support directly to reset authentication codes and request a refund. They offer to guide the customer through proper cancellation steps once account access is restored.
Current status: No in-thread resolution; cancellation not completed and refund not confirmed.
Next steps/action items: Contact Shopify Support to regain account access (reset two-factor authentication), then cancel the subscription and request a refund for recent charges.
Unanswered points: Whether a refund will be granted and how cancellation proceeds without authentication codes.
Context: Account security requires credentials and authentication codes to authorize cancellation, which can hinder users who have lost access.
@Taylor222222 I’m sorry you’re having trouble with the cancellation process. Please reach out to Shopify Support directly for help resetting your authentication codes and processing a refund. I’ll also guide you through the steps to cancel the subscription properly once you’re back in