Hello. I’m from Ukraine. A few days ago in Notion I saw the news that Shopify will not collect fees from Ukrainian merchants. I registered the store 2 months ago, so I paid for 2 months of the Basic plan. How can I get free access to this plan? And is it possible?
Shopify will not collect fees from Ukrainian merchants and partners. How can i get this opportunity?
Topic summary
Main topic: eligibility and access to Shopify’s fee waivers for Ukrainian merchants, plus how to contact support.
Key information and steps:
- As of March 8 (year not specified), Shopify waived fees for merchants whose businesses are in Ukraine or who recently fled Ukraine. If no credit was received, check the account owner email (including spam) and reply to the latest billing email, or contact live support to review eligibility.
- To reach live support: start in the Help Center, tell the AI chat bot your issue, review the suggested resources, then indicate you still need help to be connected to live chat.
Most recent update (policy change):
- Shopify resumed collecting fees from Ukrainian businesses starting December 2, 2024. Merchants were emailed on October 28, 2024 that the free plans would end.
Outcome/status:
- Earlier requests could be resolved via support and credits where eligible. With the 2024 policy change, ongoing fee waivers are no longer available; merchants are back on paid plans unless otherwise arranged by support.
Hi @AnnaKo_1 , thank you for reaching out about this! You are correct that as of March 8th merchants whose business is in Ukraine, or who recently fled Ukraine, are having their fees waived for the time being.
If you have not received a credit to your account for this (check account owner email and spam/junk) then definitely reach out to our live support to have your store reviewed for eligibility.
You can reply back to your most recent billing email as well to have our support team review this for you.
Wishing you, your family and friends all the best during this unsettling time.
Thanks a lot, @Shay
1 Like
Hello. I’m also from Ukraine. I can’t find in live support exactly where to click. There is a virtual support center that cannot answer my question. Thank you.
To connect with our authenticated support just let the AI chat bot know what you need help with. It will provide you with some resources in the Help Center and you can let it know that you still need help. From there it should connect you with our live chat support.
Thank You 
Shopify does collect fees from Ukrainian businesses starting from Dec 2, 2024. They emailed everyone saying they decided to stop offering free plans on October 28, 2024.
Well. I think I can thank them for this opportunity. This support was very helpful. Thank you.