Need help - I closed my store but still got charged

Shopify Discussion
1

I closed my store as I decided not to continue past the 90 day trial due to the high costs. I closed my store but still got charged with the basic plan costs of $39USD which were $76.87NZD (my local currency). This charge was not only made after closing my store but it was also earlier than my subscription was due to renew, with no warning whatsoever! That is a large amount to be charging by accident. I am unable to get in contact via email - my email bounces back and I cannot log in to the help center as my store no longer exists. Trying to get in touch with shopify has been extremely frustrating! Could I please have someone help me with refunding this amount to me? Thank you kindly

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Hi, @happybelle .

Thanks for reaching out about your concerns, I can definitely understand how unexpected it is to still be charged for a subscription fee after having fully deactivated your store.

To help look into this matter further however, we’ll need the help of our live support team so that they can securely locate the correct account on their end — we can’t do this via the Community Forums unfortunately, due to security and privacy reasons.

So from here, and to get in touch with our live support team, can I get you to navigate to our Help Center here please? Once in the Help Center, type contact support in the chat box, and the virtual chat assistant will guide you to select the store that you’d like assistance with. After selecting the store, you can then select the option to start a live chat with one of our live support team members.

If for some reason your store no longer appears under your Shopify account, you can start the process again, this time via an incognito window. From there, type contact support in the chat box, and click on the I can’t access my account button at the bottom of the chat box. The chat assistant will then present you with an Account Support link, which may take a bit of time to load — once it does however, click on this and you’ll be able to select the option to connect with a live support team member.

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Hi Kimi,

Thanks heaps for your response, however I am unable to get live chat support as my store is closed and it won’t let me select it as an option anymore. There must be some other way?

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Appreciate the quick response, @happybelle .

Have you tried the second method I outlined in my previous reply?

If you haven’t already, give that a go on your end, making sure that you’re using incognito mode too to rule out any potential local caching issue that may be preventing the contact support option from showing up.

This process should allow you to get in touch with our live support team without having to select a store.