I don't have any access for my Shopify account and it is charging me $43

Store Feedback

Topic summary

A user lost access to their Shopify account and is being charged $43 every few months without ability to cancel the subscription. They cannot reach live support to resolve the issue.

User’s Position:

  • Not requesting refunds for past charges
  • Acknowledges responsibility for losing account access
  • Wants immediate cancellation to stop recurring charges
  • Threatens to dispute transactions as fraudulent if unresolved within the week

Support Response:
A Shopify Community moderator provided step-by-step instructions:

  • Navigate to Shopify Help Center
  • Type “I can’t log in” to access account recovery options
  • Contact support through the chat assistant that appears
  • Once access is regained, review considerations before deactivating the store
  • Ensure third-party apps and domain auto-renewals are disabled to prevent future charges

Status: The issue remains unresolved pending the user following the provided recovery steps. The moderator cannot access the account directly through the community forum due to privacy/security restrictions.

Summarized with AI on November 17. AI used: claude-sonnet-4-5-20250929.
1

Dear Shopify Support Team,

I hope this message finds you well. I am writing to address an urgent matter regarding my Shopify account. I have been encountering significant challenges in attempting to cancel my subscription, and I wish to resolve this matter promptly.

I currently have an active Shopify account; however, I have lost access to it. Despite my best efforts, I have been unable to regain access or find a way to cancel my subscription. The subscription is deducting $43 from my account every few months, and I find myself unable to communicate with a live representative to facilitate the cancellation process.

I want to emphasize that I am not seeking any refunds for the charges incurred, as I acknowledge that the loss of access to my account was my responsibility. However, I cannot continue to incur charges of $43 on a recurring basis, especially without the ability to manage my subscription.

I kindly request your immediate assistance in canceling my Shopify subscription. If I am unable to contact a member of your team and resolve this matter within this week, I will be left with no choice but to dispute these transactions as fraudulent and proceed to update my payment card information.

I believe in resolving this matter amicably and swiftly, and I trust that Shopify, as a reputable service provider, will assist me in canceling my subscription as requested.

Please provide clear instructions on how I can proceed with the cancellation process or designate a point of contact who can assist me in this regard. Your prompt attention to this matter would be greatly appreciated.

Thank you for your understanding and cooperation.

Sincerely,

Muhammed Emin Mutlu

mutluemin328@gmail.com-muhammeteminmutlu12@hotmail.com

+1 425 500 3579

2

Hi, @EminMutlu .

Welcome to the Shopify Community.

Thank you for reaching out and sharing your feedback here with us. I can definitely understand your experience contacting support as not been ideal. I know your main concern is cancelling your Shopify account/subscription so that you’re no longer billed monthly. While I’m unable to access your account via the community forum for privacy and security reasons, I’ll do my best to share what next steps you can take.

As you’re unable to log into your account, you’ll need to navigate to the Shopify Help Center and follow the steps listed below.

  • Navigate to the Shopify Help Center.
  • Type I can’t log in to the Help Center Assistant
  • Once the Help Center Assistant has replied, please select the option I still need help.
  • The option of Account Support will appear in the chat box. Please click this.
  • On the following page, scroll down to the very bottom to view our available contact options.

Once you’ve regained access to your account, I recommend reviewing the section Considerations before deactivating your store in our Pausing or Deactivating your store resource. This is to ensure you’ve disabled any third-party apps, auto-renewal on your domain etc, so you’re not billed in the future.

I hope this answered some of your questions. If any others come to mind, please feel free to share them here.