Ok, I am getting pissed! Shopify took nearly $900 a couple of months ago to pay for my subscription for the year and now they are also charging me $29.00 per month! What gives here? Why am I being billed twice? I need to understand what’s up.
I can completely understand your concern if you are seeing multiple billing charges on your credit card or banking statements. Generally we see this if a merchant has created multiple trial stores and wasn’t successful in closing one of them or in a worst case scenario, your banking information may have been used fraudulently.
Please rest assured that our support can assist you in getting this resolved!
In order to have the billing information removed from any other stores (if the charges are related to monthly subscriptions) you will need to connect with our live support. They will require a bit of information from you to assist with this situation and I will provide those details for you here so you can have it ready.
First thing to do is sign into your store account and go to Settings > Billing. In there you will want to review your billing statements to see if we can find these charges connected to your store and confirm if they are duplicate subscription charges or potentially charges from an app or shipping labels (etc).
Next, you will need copies of your billing statements on your credit card or bank account showing the Shopify charge and the full invoice number. The invoice number should look like: SHOPIFY * ######## and would normally match the invoice number for your billing charges in your store admin as well.
Our team will require the banking statements showing the invoice numbers in order to track the charges and ensure that your billing information is connected to the appropriate stores and not being used by any other account as well.
Once you have that information you will want to reach out to our live support. Please follow this link: Shopify Help Center - Contact Support, sign into your store account, search for “billing issue” and use the contact support button at the bottom of the search results to see all our live support options.
You can also reply to your most recent billing email you received with this information, which will work just as effectively as our billing team can only reply back through email. Whichever option works best for you!