Why are we having trouble upgrading from Basic to Grow?

Shopify Discussion

Topic summary

A merchant is experiencing unexpected delays when attempting to upgrade their Shopify plan from Basic to Grow. The primary issue centers on billing cycle confusion—specifically whether switching to an annual payment will change their current March-to-March billing cycle to a new July start date.

Key concerns:

  • Support representative suggested the upgrade might not take effect until March, despite immediate payment
  • Lack of clear answers from front-line support about billing cycle changes
  • Frustration over delays for what should be a straightforward upgrade

Current status:

  • The issue remains unresolved
  • One community member offered to investigate directly using the store’s collaboration code
  • The merchant is seeking alternative billing support contacts to expedite the process
Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
1

Not sure if I’m missing something here.

We’re trying to upgrade from Basic to Grow to enable a few things and what I thought would be a no-brainer on Shopify’s part is dragging on for hours.

I wanted to verify the new billing cycle and if it changes from our current March-to-March to a July date, since we’re going to pay for the annual rather than monthly. This seems to have caused a brain lock on the part of the support person and she implied we can’t upgrade, or the changes won’t kick in until March.

It makes zero sense that we’re literally throwing money at them and somehow a front line support person can’t answer immediately and kick off the upgrade.

Anyone know of a separate billing support tech to reach out to?

2

Hey @Rbakery,
Thanks for reaching out to Shopify community with your concern.
In order to upgrade the store plan from basic to Grow would you like to share the 4 digits collab code in the p/m so that I can take a look by myself and fix the issue that you facing while moving from Basic to Grow.
Waiting to hear back from you.
Thanks