Why can't I reach Shopify support for billing issues?

Shopify Discussion
1

I have been on the live chat queue for hours!!!

Anyone else experiencing this?

I need help as i think i am being charged more for a Shopify subscription but i can’t breakdown my bill and i can’t contact support??

Very frustrating

2

Hi, @jamescox1981 .

Welcome to the Shopify Community.

I’m sorry to hear that there has been longer than normal wait times in the chat queue. We haven’t received any reports today regarding long queue wait times. Were you eventually able to connect with a Support Advisor to create a support ticket?

You mentioned that you may be getting charged extra for a Shopify subscription plan. To confirm, are you able to log into your account?

You can view your Shopify bill using two methods. First, logging into your email address. Once you’ve accessed your email inbox, type ‘Billing or Bill’ in the search bar. It should bring up the bill(s) you received for your Shopify subscription. You can click into the most recent bill. From there, you’re able to view a breakdown of the charges, tax etc.

If you’re able to log into your Shopify account, you can click the green button View bill button from the email you received. This will open a new browser and direct you to your Shopify admin > Settings > Billing section where you can view your most recent billing cycle.

Please see the screenshot below on where to locate the View bill button from your subscription bill email.

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You can also review our Shopify Bill Overview resource for steps on how to view your bill.

3

Hi Victoria

Thanks for your reply. I am a UK customer so not sure if that makes a differnce with regards to Live Chat waiting times, but i literally had it open the whole day and did not get through.

I was able to contact support through email in the end and i was able to resovle my billing issue.

So it looks as though Shopify have just recently started to launch billing in local currency, previously Shopify billed only in USD because that’s where the majority of their merchants were based but now that they’ve expanded their billing has too.
As we are located in the UK, this is an eligible region and for some reason the cost of the Shopify plan is £65 not $105 so buy changing the billing location i get the lower rate.

4

Thanks for following up and letting us know you were able to contact support, @jamescox1981 .

Yes, that’s correct. In countries and regions where local currency billing is supported, Shopify issues bills in a local currency instead of in USD. When your bills are issued in your local currency, it can reduce the amount that you pay in currency exchange fees.

5

I am also unable to reach support, I get:

There’s a problem loading this page

There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page.

6

Hi, @JustinTIAtravel .

Thank you for joining the thread!

To gather more context, could you provide information on the following:

  • Are you logged into your account or accessing the Help Center page without being logged in?
  • What browser are you currently using?
  • Have you tried accessing the Help Center in an incognito window?
  • Could you try clearing your cache and cookies and relaunching the browser?
  • Can you share screenshot(s) of the web browser bar displaying the website URL?

I look forward to your reply!

7

I received my bill today and noticed I was charged twice for the Shopify POS app. I only have 1 location so why was I charged $178. I wasn’t charged twice on any of my previous bills except this one. I already tried using the Shopify Help Center and I was completely USELESS. I keep explaining the issue and the bot won’t connect me to an advisor to help me with this. I need help with my bill.