Paid for app, but it’s not active – developer and Shopify not resolving

Ask & Offer
1

Hello Shopify Community,

I need help with an issue regarding an app I purchased from the Shopify App Store. I paid the outstanding invoice for the app and selected the highest annual plan, but the app is still not active in my store.

I contacted someone from the app developer, and they told me that I need to pay again and then they will refund the first payment. I cannot afford to pay twice for the same service, and I don’t understand why I should be charged a second time.

I also reached out to Shopify Support, but they say that only the app developer can reactivate the app, while the developer says that Shopify has to do it. This has left me stuck, unable to use the app I already paid for.

What I am asking for:

  • Either reactivate the app for my store

  • Or issue a refund for the payment I already made

I have all the payment confirmations and correspondence with the developer if needed. Any advice or assistance on how to resolve this would be greatly appreciated.

Thank you!

2

I paid for the app’s highest annual plan, but it’s still not active in my store. The developer is asking me to pay again before refunding the first payment, which I cannot do. Shopify Support says only the developer can fix this, while the developer says it’s Shopify’s responsibility.

I kindly request either:

  • Reactivation of the app, or

  • A refund for my payment

I have proof of payment and all correspondence available if needed. Please advise.

Thank you!

3

That sounds really frustrating. You definitely shouldn’t have to pay twice for the same subscription. Since both Shopify Support and the app developer are pointing to each other, I’d recommend opening a support ticket directly with Shopify Billing and clearly attaching proof of your payment and communication with the developer. That way, Shopify can escalate it and review the transaction on their side. If the developer is an approved Shopify App Store partner, they’re expected to follow Shopify’s billing policies, so Shopify should be able to step in if the app provider isn’t resolving it fairly.

4

Yes, but I’m unable to open a ticket with Shopify Billing because I have the €1 plan until November, and I think that’s why I can’t access this option. Please help me if you can—I’m desperate and don’t have any support from anywhere. Thank you very much!