- > > - dobry den, chtel bych se zeptat, uz davno jsem zrusil ucet a zjistil jsem, ze byl do nedavna aktivni, co mam delat, kdyz ho nepouzivam a vyzaduje platbu
Topic summary
A user is receiving payment notifications and reminders from a Shopify account they claim to have canceled several months ago. The account shows outstanding charges that must be paid before deactivation can proceed.
Key Issue:
- User cannot deactivate the store due to pending charges
- Continues receiving payment reminders despite believing the account was previously canceled
- Unable to successfully contact support through the Help Center
Recommended Solution:
Shopify support staff advises the user needs to connect with live support to:
- Securely verify and locate the account
- Determine appropriate next steps for resolving outstanding charges
- Process proper account closure
Troubleshooting Steps Provided:
- Update web browser to latest version
- Clear browser cache and cookies
- Try incognito/private browsing mode
- Switch browsers (Chrome, Firefox instead of Safari)
- Use different device (mobile, tablet)
- Change internet connection (cellular vs WiFi)
- Disable pop-up blockers and firewalls
- Access Help Center chat and type “contact support”
Status: Unresolved - requires direct contact with live support team to address account-specific billing issues.
Hi, @Alex0011 .
Thanks for reaching out in our Community Forums about this. We’re currently unable to offer support in your language through our Forums, however if you’d like to continue this conversation in English I’d be happy to help you out right here.
It looks like you’re looking to deactivate your store, but is met with a message to say that you’ll need to firstly pay for any of your store’s outstanding charges. This is expected, as the system won’t typically allow for an automatic deactivation of an account if there are still pending charges attached to the store. I understand that this isn’t ideal, especially as I believe you mentioned that you haven’t used the account in a while. So to help you further with this situation, we’ll need you to contact our live support team so that we can securely locate your account from our end in order to provide you with the best next steps and most appropriate support.
So from here, please navigate to our Help Center using this link, and type in contact support within the chat box in the Help Center. The chat assistant will then guide you with your next steps on how you can connect with one of our live support team members, and we’ll be able to further help you from there.
1 Like
I’m sorry but in my excitement I forgot to translate it into English
I can’t even contact anyone and I keep getting reminders that I haven’t paid Even though I canceled the account a few months ago and now it’s active again what should I do about it 
thanks for the reply.
That’s not a problem at all, thanks for replying back to us in English, @Alex0011 .
Can you please try following the steps below for me, when navigating to the Help Center to contact our support team? It’ll help us rule out any potential device or browser caching issues on your end that may be preventing you from successfully connecting with a live support team member on the Help Center.
- Firstly, ensure that the web browser you’re using is up to date and on the latest version
- Once that’s checked, try to login to the Help Center via an incognito window
- Or, you can use your usual browser but to clear the browser’s cookies and cache prior to accessing our Help Center again
- You can also try another browser. For example, if you’re using Safari, you can try contacting our live support team via Chrome or Firefox
- Try another internet connection, such as switching to a cellular network on a phone rather than wifi
- You can also try to use another device, such as your mobile or a tablet
- On any device that you’re using, make sure that you don’t have any firewalls or pop-up blockers too, as these can sometimes interfere
Let me know how this goes.