Charges after deactivate account

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Topic summary

A user was unexpectedly charged €39 by Shopify despite deactivating their account during the trial period last month. They’re struggling financially and finding the help center’s virtual assistant unhelpful.

Possible reasons for the charge:

  • Store may not have been fully closed (only paused)
  • A paid plan was selected before deactivation, triggering automatic billing
  • Outstanding charges like domain or app fees remained

Recommended actions:

  • Check email for store deactivation confirmation
  • Log into Shopify and review Settings > Billing
  • Contact Shopify Support directly (bypassing the virtual assistant) with a clear refund request

Refund prospects:
Shopify’s refund policy is strict, but they may issue a refund if the store was properly closed before billing. If denied, store credit might be offered as an alternative.

The discussion remains open, awaiting the user’s follow-up on whether they successfully resolved the charge.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Hello

I really need help because the help centre is useless..the virtual assistant keep saying the same thing again and again.I subscribed shopify in trial and i deactivated in the same period.This was last month and today i got bill from shopify for subscription..What should I do..I didn’t do anything on the account and they charged me about €39 is so a lot for me.Im already struggling.

Please help me

1 Like
2

Hi @juepiterz96

I totally get how frustrating this must be, especially when you’re already dealing with financial stress. Don’t worry—I’ll break this down for you and help you figure out what to do next.

Why Were You Charged?

Even though you deactivated your Shopify account during the trial period, there’s a chance that:

  1. The store wasn’t fully closed—you might have only paused it or left it in a pending state.
  2. A paid plan was selected before deactivation, which can trigger an automatic charge after the trial ends.
  3. There was an outstanding charge (like a domain purchase or app fee) that remained on the account before closure.

What You Should Do Now:1. Check Your Email

  • Look for confirmation that your store was fully deactivated. Shopify sends an email when a store is successfully closed.
  • If you don’t have that email, your store might still be active, and that’s why you were charged.

  1. Log into Shopify (if possible)

    • Try to access your store at Shopify Login.
    • If you can log in, check under Settings > Billing to see what the charge is for.

  2. Contact Shopify Support (Directly)

    • Since the virtual assistant isn’t helping, you need to talk to a real person at Shopify.
    • Use this link: Shopify Support Contact
    • Choose Chat with a live agent or request an email follow-up.
    • Explain the situation and ask for a refund (mention that you deactivated during the trial and didn’t use the store).

What to Say When Contacting Support:

To speed things up, use this message:
“Hi, I signed up for a Shopify trial and deactivated my account within the trial period. However, I just got charged €39, even though I didn’t use the store. I checked, and I don’t see any outstanding charges. Can you please review this and process a refund? Thank you!”

Will You Get a Refund?- Shopify’s refund policy is strict, but if they see the store was closed properly before the billing cycle, they might refund you.

  • If they refuse, ask for store credit instead (they may offer this as an alternative).

If You Can’t Log In:- Use the “I can’t log in” option on Shopify’s contact page and explain that you no longer have access to the store.

  • Provide the email you used to sign up so they can find your account.

I hope this helps! Let me know if you need extra help, and I’ll do my best to guide you.

Thanks,
Daisy.