Money Charge By Shopify even store does not exist on my account

Accounting & Taxes

Topic summary

A user reports being charged £7.99 by Shopify despite claiming their store no longer exists and they cannot access their account. They cannot log into their Shopify account at thingslove.myshopify.com and the store doesn’t appear in their dashboard.

Key concerns raised:

  • Unauthorized charge of £7.99 GBP
  • Unable to access account or view store details
  • Requests immediate refund and account access restoration
  • Seeks investigation into the charge

Shopify’s response:
A Community moderator explains the store appears to be on the “Pause and Build Plan” ($9 USD/month), which maintains admin access at a reduced fee while preventing customer purchases. The store remains active under this plan, explaining the ongoing charges.

Resolution path:
The user is directed to contact Shopify’s Support Page directly, as the Community forum cannot access account-specific information. The support team can help deactivate the store if desired or clarify the billing situation.

Status: Ongoing - requires direct contact with Shopify support to resolve account access and billing concerns.

Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
1

Dear Shopify Support Team,

I am writing to file a formal complaint regarding a money charge made by Shopify, despite not having an active store and facing significant difficulties accessing my account. I am deeply frustrated and concerned about this issue, and I request an immediate resolution.

Detailed Description of the Issue:

  1. Account Information:

  2. Money Charge:

    • Amount Charged: 7.99 GBP

  3. Inability to Access Account:

    • Despite being charged, I have been unable to log in to my Shopify account using my credentials. Every attempt to access my account results in an error message or an empty page.
    • Additionally, I have noticed that my store, with the URL “thingslove.myshopify.com,” does not appear in my account dashboard or any associated information related to it.

This situation has caused me significant distress and raises serious concerns about the security and integrity of my account. I am also deeply troubled by the money charge made by Shopify without any clear indication or explanation, especially considering that my store is no longer active.

Requested Actions for Resolution:

  1. Thorough Investigation and Refund: I urge Shopify to conduct a thorough investigation into the money charge that was processed without an active store. If it is determined that the charge was incorrect or unauthorized, I request an immediate and full refund of the charged amount to be credited back to my account or original payment method.

  2. Account Access Resolution: I urgently require assistance in resolving the login issue, allowing me to regain access to my Shopify account and enabling me to view any relevant details or transactions associated with it. It is crucial to rectify this situation promptly to prevent any further inconvenience or potential security risks.

  3. Transparent and Timely Communication: I expect clear and timely communication from Shopify regarding the progress of my complaint and the actions taken to address the issues raised. I kindly request updates throughout the resolution process to ensure that I am informed about the steps being taken to resolve the matter.

2

Hi @navendra8 ,

Thank you for reaching out to the Community. I’m happy to provide some assistance with this request, to ensure it gets resolved.

To share some insight, we currently offer a Pause and Build Plan that allows merchants to run their shop to run at a reduced fee. This fee is $9 USD per month and provides you with access to the Shopify admin. It also allows your customers to continue accessing your online shop, but they cannot complete a purchase.

After taking a closer look, it seems your shop may be on this plan as it’s still accessible. To deactivate your shop, you can head over to our Support Page where our advisor team will be able to provide further assistance. We don’t currently have access to account-specific information through the Community, but can assure you that our advisor team will be able to ensure this gets resolved.

To learn more about deactivating your shop, you can check out our Deactivating Your Store documentation.

Please let me know if you have any other questions or concerns.