hi - i am at my wits end. My credit card is being billed for a site I know nothing about. I can’t connect to a store to change it because I dont kow what the store is. the only way I can do this is to get a completely new credit card (causing my a world of pain) OR have just anyone at Shopify contact me and to do a trace on the credit card to remove it.
Please please please can I just talk to a PERSON (that loop on support still hasnt changed so I’ve not managed to get to ANYONE).
I can definitely understand your concern and frustration regarding the billing you’re receiving to your credit card. Rest assured, I’ll do my best to share what options are available to you and how to get in touch with support.
I understand you’re not able to change the card on file/settings as you’re not able to identify what store it is. That being said, could you try using our Recovery Tool? By entering your email address into the tool, you can click Email store details, and you’ll receive a list of stores associated with that email address to your inbox. If you have more than one email that you use, you can enter each email address in the recovery tool to help identify the store attached to it.
Please see the screenshot below of how to use the Recovery Tool:
If you’re continuously receiving a bill each month then you may also be receiving a corresponding email that states You’ve been charged for your bill. If so, I recommend logging into this email and typing Shopify Billing in the search bar to filter and search for these emails. In the billing email, it should state: Your Shopify store, testing123, has been charged X amount. From there, you should be able to identify the store.
If you’ve exhausted all options above and are still unable to locate the email or store, the next best course of action is to navigate to the Shopify Help Center. When accessing the Help Center, please type your question to the Help Center Assistant in the chat box and then select the option I still need help. I recommend this option as we have limited visibility through the community forum and are unable to investigate account-specific issues or take a look into your account settings.
Please let me know if you have any additional questions.