Billing Issues

Troubleshoot billing and subscription problems — upgrade issues, plan changes, and cancellation

Last updated: 6th June 2026

Billing Issues

Vantage uses Shopify's built-in billing system for all subscription management. Here are common billing issues and how to resolve them.

Upgrade button not working

Symptoms: Clicking the Upgrade button in Settings doesn't start the Shopify billing flow, or the page doesn't respond.

Solution:

  1. Check your store type — Development stores and Partner test stores may not support app billing. Try on a live store with an active Shopify plan
  2. Try a different browser — Clear your cache or use incognito mode to rule out browser-specific issues
  3. Check your browser console — Open Developer Tools (F12) and look for JavaScript errors that might indicate what's blocking the action
  4. Retry after a few minutes — Temporary Shopify API issues can prevent billing flows from starting
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Note

The upgrade button initiates a Shopify-hosted billing confirmation page. If the button appears to do nothing, it's likely that the redirect to Shopify's billing page is being blocked by a browser extension or popup blocker.

Still on Free plan after approving upgrade

Symptoms: You approved the Shopify billing confirmation, but Vantage still shows the Free plan.

Solution:

  1. Hard refresh the Vantage app — Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows)
  2. Check Shopify billing — Go to Shopify admin > Settings > Billing and verify the Vantage subscription is listed as active
  3. Wait a moment — Billing webhook processing can take a few seconds. Refresh the app after 30 seconds
  4. If the subscription shows as active in Shopify but not in Vantage, the billing webhook may not have been processed. Contact support with your store URL

Subscription not cancelling

Symptoms: You tried to cancel your Starter subscription but it's still showing as active.

Solution:

  1. Cancel from Shopify admin directly — Go to Settings > Billing > View all charges and cancel the Vantage subscription from there
  2. Refresh the app — After cancelling, the Starter subscription is cancelled and your plan reverts to Free with a 25-product limit. Hard refresh Vantage (Cmd+Shift+R / Ctrl+Shift+R) if it still shows Starter
  3. If cancellation still isn't working, contact Shopify support — billing is managed by their system
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Warning

If you cancel from within Vantage and it doesn't seem to take effect, always try cancelling from Shopify admin directly. Shopify admin is the authoritative source for billing management.

Charged after cancelling during trial

Symptoms: You cancelled during the 3-day free trial but were still charged.

Solution:

This is a Shopify billing issue. Verify the cancellation date and charge date in your Shopify billing history (Settings > Billing). If you were charged after a confirmed cancellation during the trial period:

  1. Contact Shopify support for a billing dispute
  2. Provide the cancellation date and charge date from your billing history

Unexpected charges

Symptoms: A Vantage charge appeared on your Shopify invoice that you didn't expect.

Solution:

  1. Check your billing history in Shopify admin (Settings > Billing)
  2. Verify whether you or a team member approved a subscription upgrade
  3. Check for any free trial expiration — the Starter plan's 3-day trial automatically converts to a paid subscription

If you believe the charge is in error, contact Shopify support with your billing details.

Need help?

For billing issues that can't be resolved through the steps above, contact support through the GROWstack portal with:

  • Your store URL
  • A screenshot of your Shopify billing page showing the issue
  • The date and amount of the charge in question