Unrecognized Charge By Shopify

Shopify Discussion

Topic summary

A merchant reported an unexpected $64.14 charge from Shopify on January 1st, despite only having one store with a ~$30 monthly subscription that bills on the 16th of each month.

Key Details:

  • The unauthorized charge left their bank account in the negative
  • They have a 2-month-old store with zero sales to date
  • The merchant cannot identify the source of this charge or how Shopify obtained their card information

Support Experience:

  • Contacted Shopify support twice, spending 2-3 hours total
  • Provided bank screenshots and partial card details
  • Advisors promised to escalate to the billing team for email follow-up
  • No resolution or email received yet

Current Status:

  • The issue remains unresolved
  • The merchant is seeking alternative contacts or escalation paths
  • They express concern that support may have dismissed their case without actually helping
Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Hi Everyone & Shopify Team,

I saw my bank balance was too low When I woke Up today, the first day of the year.

I checked my banking app and I see that an Unexpected Charge By shopify Was Made. 64.14$

I contacted shopify advisor two times, I sent them screenshots of my bank account, some digits of my card and 3 hours of my time. They both said they would help me resolve this issue. It is an issue because I only have one store, which a ~30$ per month fee which is on 16th of every month. So the 64.14$ charged by shopify has nothing to do with my actual store.
The advisors did nothing, they said they would escalate this with the billing team and the billing team would email me. I’m still waiting for their email, and I’m afraid they were just trying to get rid of me. 64.14$ It’s not a lot for a “Shopify Millionaire “ but for me, with a 2 months store and 0 sales, it actually is. Shopify was my dream, and they took some of my last money, leading to a negative bank account. With no actually reason and I still wonder where did they got the permission and my debit card info to do this. Maybe this is an automatic charge, but I’ve checked all my emails and I only have one store. The advisors did nothing honestly. And i chatted with them for 2-3 hours.
and all of that, by shopify on the first day of the year that I though I was going to be a Shopify Millionaire.. Breaks My Heart,

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Is there anyone else I can contact or speak to?

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