Why am I charged monthly yet can't access my fully stocked store?

Shopify Discussion

Topic summary

Merchant reports being charged $31.32 monthly since January but cannot access their previously stocked store; instead, they see an empty store marked as a trial.

Community advice: Contact Shopify Support (24/7 via live chat, email, or phone) and provide store name, billing details, and error messages to investigate account/billing issues.

Merchant’s update: They already tried email and chat. Support did not understand the problem; the proposed fix made it worse. They now suspect a second account exists, while the original store and all work appear gone. They also report no accessible phone support—calls route to a recording directing them back to online help, which they say is ineffective.

Status: Unresolved. No confirmed explanation for the ongoing charges, the “trial” storefront view, or the apparent second account.

Open questions:

  • Which account/store is being billed $31.32 each month?
  • How to recover access to the original store and its products?
  • Is there an account mix-up or duplicate store causing the trial view and missing data?
Summarized with AI on January 26. AI used: gpt-5.
2

Hey @dstitchery

To resolve this issue, I recommend reaching out to Shopify’s customer support directly. They will be able to assist you in understanding the charges and resolving any problems with your store’s setup. Shopify offers 24/7 customer support through various channels, including live chat, email, and phone. You can find the contact information on the Shopify website.

When contacting Shopify’s support, make sure to provide them with relevant details about your account, such as your store name, billing information, and any error messages you may have encountered. This will help them investigate the issue more effectively and provide you with a solution.

Remember, Shopify’s support team is best equipped to assist you with account-specific problems, billing inquiries, and technical issues related to your store. They will be able to provide you with accurate information and help you resolve the situation.

If I managed to help you then, don’t forget to Like it and Mark it as Solution!

Best Regards,
Moeed

1 Like