Billing Issues

Troubleshooting billing and subscription problems

Last updated: 17th January 2025

Billing Issues

Having trouble with billing? Here are solutions to common problems.

Charge Not Processing

Problem: Your plan upgrade or renewal isn't processing.

Solutions:

  1. Payment method - Check your Shopify payment method is valid
  2. Shopify billing - Ensure your Shopify account is in good standing
  3. Try again - Wait a few minutes and retry
  4. Contact Shopify - Payment issues are handled by Shopify

Unexpected Charges

Problem: You see a charge you weren't expecting.

Explanations:

  1. Plan upgrade - Prorated charges when upgrading
  2. Renewal - Monthly/annual subscription renewal
  3. Usage overage - Some plans have overage charges

To investigate:

  1. Go to Settings > Plan & Billing
  2. View billing history
  3. Check for plan changes or renewals

Trial Ended Early

Problem: Your free trial ended before expected.

Solutions:

  1. Verify trial start date in billing history
  2. Trials are 14 days from installation
  3. Some actions may require plan selection
  4. Contact support if trial duration seems wrong

Can't Downgrade

Problem: Unable to downgrade to a lower plan.

Reasons:

  1. Usage exceeds limits - Reduce usage first
  2. Features in use - Disable Pro features first
  3. Team members - Remove extra team members

Solutions:

  1. Check what's blocking the downgrade
  2. Address the blockers
  3. Try downgrading again

Can't Cancel

Problem: Unable to cancel subscription.

Solutions:

  1. Go to Settings > Plan & Billing
  2. Click Cancel Subscription
  3. If button is missing, try refreshing
  4. You can also uninstall the app from Shopify

Double Charged

Problem: Charged twice for the same period.

Solutions:

  1. Check if charges are for different services
  2. Review billing history for details
  3. Prorated charges may appear as separate items
  4. Contact support for refund if duplicate charge

Invoice Needed

Problem: Need an invoice for accounting.

Solutions:

  1. Invoices are provided by Shopify
  2. Go to Shopify Admin > Settings > Billing
  3. Download invoices from your billing history
  4. CostSync charges appear on your Shopify invoice

VAT/Tax Questions

Problem: Need tax information or VAT receipts.

Solutions:

  1. Tax is handled by Shopify
  2. VAT receipts available in Shopify billing
  3. Add your VAT number in Shopify settings
  4. Contact Shopify for tax documentation

Refund Requests

Problem: Need a refund for a charge.

Solutions:

  1. Refunds are handled case-by-case
  2. Contact support within 7 days of charge
  3. Include:
    • Charge date and amount
    • Reason for refund request
    • Order/invoice number if available

Plan Features Not Working

Problem: Paid features aren't available after upgrade.

Solutions:

  1. Refresh the page after upgrading
  2. Log out and back in
  3. Verify payment processed successfully
  4. Check billing history for confirmation

Still Having Issues?

Contact support with:

  • Your store name
  • Billing issue description
  • Relevant dates and amounts
  • Screenshots of billing history