Says my free trial is over and that my account is inactive yet I’m being charged every month
Topic summary
Original poster reports continued monthly charges after a free trial ended and the account shows as inactive. Screenshots show the notice about inactivity and multiple charges.
Guidance provided: charges continue if a paid plan was selected before the trial ended; stopping billing requires manually pausing or deactivating the store.
Deactivation steps:
- In admin: Settings > Plan > Deactivate store.
- Review option to switch to “Pause and Build,” or proceed to deactivate.
- Select a reason, continue, and confirm with account password.
Latest update: the poster lists charges of $1.09 and $52.51 occurring three times, stating they only used Shopify once and didn’t realize billing continued. Images of the charges were provided.
Support/contact options emphasized:
- 24/7 phone callback via Shopify Support portal after searching a topic.
- 24/7 live chat (no login required) and email (24–72h response).
- Social media support. If login fails, use the “Contact us” button; ask the bot for a human. Chargeback suggested as a last resort for erroneous billing.
Status: unresolved. Next actions are to contact Shopify Support to review charges and deactivate/pause the store.
Hello @letMeCancell
I hope this message finds you well.
If your free trial has ended and your account is inactive, you should not be charged for a subscription unless you selected a plan before the trial expired. If you did select a plan, billing occurs automatically at the end of the trial. To avoid any further charges, you will need to manually pause or deactivate your store if you no longer wish to keep it active.
Here are the steps to do so:
- From your Shopify admin, go to Settings > Plan.
- Click Deactivate store.
- If applicable, review the options to switch to the Pause and Build plan, or start a new store.
- If you still wish to deactivate, click Deactivate store.
- Select a reason for deactivation.
- (Optional) Add a comment if available.
- Click Continue.
- Enter your password, then click Deactivate store.
If you feel you are being charged incorrectly, please contact Shopify’s support team directly with your store information. You can reach them via this link: Shopify Support.
I hope this helps!
Best regards,
Daisy
I got charged $1.09 and $52.51 3 times and I only used Shopify once before deciding I didn’t like it but kept getting charged without realizing
Contact shopify support directly
https://help.shopify.com/en/support/topic-select/login-issue/contact/chat
If unable to login, at the bottom of the help pages is a “contact us” button just click spam it to get the bot to connect to a "support advisor"
In general most platforms, online businesses:
Ask such bots for “human”
For this type of stuff if you used a credit card and were billed in error you might want to pursue a chargeback as a last resort.
Also tell them you plan to issue a chargeback in the support conversations.
Hi @letMeCancell ,
There are several ways you can contact Shopify—just choose the option that’s most convenient for you.
24/7 Phone Support:
- Visit Shopify Support.
- Log in to your store.
- Search for the topic you need help with. Scroll down through the results to find the available contact options, then select Phone Support.
- Shopify’s Concierge will check for available callback.
- If a call is available, a phone number field will appear for you to enter your details, along with the option to Request a Callback.
24/7 Chat and Email Support: For a quick response, you can reach out via live chat at Shopify Live Chat, following the same steps as above. No login is required for chat support, and you’ll be connected to a representative in just a few minutes.
Alternatively, you can send an email, and Shopify will respond within 24-72 hours.
24/7 Social Media Support: You can also connect with Shopify through Facebook or Twitter.
I hope this helps!
Best regards,
Daisy