A user is being charged recurring $39 monthly fees (starting January, continuing through March) despite never creating a Shopify store or signing up for any trial. Their credit card company doesn’t classify these charges as fraud.
Key Challenge:
The user cannot access Shopify billing support without creating a store account, which they don’t want to do. The suggested “I don’t have a store” option in the Help Center isn’t visible to them, and the phone number provided by their credit card company is invalid.
Recommended Actions:
Current Status:
The user attempted to reach support by claiming login issues and sending an email, but hasn’t received a response yet. The issue remains unresolved with no clear path to billing support.
I need to know how to contact someone in billing. I started getting monthly $39 charges on my credit card in January and have had one in February and now in March.
However, I have never signed up for this service, and I have never started a trial.
My credit card company says this is not marked as fraud on their end.
How can I contact billing to get this issue resolved? This is very strange.
I am not going to start a free trial just so I can talk to someone about this issue.
Hi @herbsoils
I think you should contact Shopify Support directly. Go to Shopify Help Center and select “I don’t have a store” to access support options without logging in.
Then, check if someone used your card or someone may have used your payment info. Shopify Support can help investigate.
And, request a chargeback since your credit card company doesn’t mark it as fraud, ask them to dispute the charges as unauthorized.
This is genius, thank you. I appreciate your reply.
Only problem is, when I go to Shopify Help Center, there is no option “I don’t have a store.” This is the case whether I am logged in or not.
The only option I have had is to try to get the AI chat bot to let me talk to someone. It won’t connect me to live support options unless I sign up for a store, which I do not want or need.
The only thing I could figure out was to say I needed help logging in, and then to send an email that way. No idea if I will receive a response.
Am I just missing the very obvious place where it says “I don’t have a store”? Also, the phone number the credit card company gave me to call is invalid and just directs me to this same page.