Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 1 single item to sell I did not know anything about this company until I put in my credit card then I learned it was for people who wanted sell several items in a store, I tried to cancel right a way they have no phone contact no e mail contact, I called a corporate number a man call me back said he could not help me I tried all I could one time I was able to chat with *** she checked and stated my account has been canceled yet they still bill be $1.07 to my email I called my Bank and told them what happen they credited my account back that amount and put a stop on them being able to charge my account any more. this Company has a very poor **************** system.

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am completely locked out of my account and ive tried to reach out to shopify for help but they have zero customer service. no email, no phone number. just AI giving generic answers on how to help. AI i unable to help with my lock out issue. ive tried to resolve this for three months. in those three months, ive been charged $39.99 even though i cant access my account.

  Customer Answer

  Date: 08/09/2025

  They keep charging me $39.99 monthly, including September 2025, for a product I can not access, an account I cant cancel, and Shopify does not have a direct phone number or email address I can contact customer service for help with this issue. 

  I am essentially being robbed of $39.99 every month. 

• Initial Complaint

  Date:08/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the rights to a Shopify store over a month ago. The previous owner (a relative) transferred the store to me following Shopify's instructions. Prior to doing this it was confirmed in writing by multiple **** that a new Shopify balance account would be able to be opened when the store was transferred. I filed a support ticket on July 7 ticket number is ***********:16 Jerico Berceles (Support Advisor): I am not seeing any reason for you not to be eligible to use Shopify Balance. Please kindly allow 24 - 48 hours for the account to refresh. :)It's been over a month and I still have not receieve a resolution on this. I've reached out several times to support and they keep telling me it's in process (July 17, July 28, Aug 6, Aug 7th)I cannot use the Shop without the balance account as we need access to the funds to pay our supplier to make sure the customer get's their order in time. ticket number is ******** 22:44 **** M (Support Advisor): I completely understand you and the urgency of your situation, ****. It's definitely not ideal to be facing this while waiting for your balance account to be activated. Given the circumstances, I'll issue a credit to your account while the specialized team work on resolving the balance account issue. Does it sound like a plan?22:49 **** M (Support Advisor): Great, ****! I'm glad we could come to an agreement. I will process that credit to your account right away to ensure that your store isn't frozen today. Ill also make sure to follow up with the payments team to expedite the activation of your balance account 22:59 **** M (Support Advisor): Would be this one? (screenshot pointing to balance from previous month)Then my store was frozen and now Shopify is making excuses why they can't apply it to the past due which the *** agreed in writing they would apply the credit towards (This is legally binding)I need Shopify to honor what their *** agreed to in writing and I need the store unfrozen asap.

• Initial Complaint

  Date:08/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had wanted to start a website business, but you cant reach anyone. You can only talk to them via email and I just couldnt graspthe web business so I never finish setting up my account. Therefore I never used it. You had to choose a plan which I did $39 a but you got three months free And within a month and a half and I have documentation I was writing to them constantly trying to cancel, but I got a charge on my credit card for $394.51. I disputed it with ************* JetBlue card and now I just received something back saying that the cancellation policy does not refund money but secondly, what did that $394.51 go to I have no idea where that came from other than Shopify chargingmy account. ******************** is a scam you cant get your money back. Theyre still trying to charge my accounts which I closed all those cards butI get emails every day now Im not able to cancel this website which was never finished because I owe another $41 which I will not pay so therefore theyre gonna keep sending me bills every single day via email which Im not gonna pay either. I forgot and I do have reception of message. They also wrote me stating if you drop your dispute we will refund your money. Ill have to search my phone to find it but I have a copy

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a vendor with a Shopify platform (************************) Upon analyzing my payouts, I have noticed a pattern of missing payments with no explanation. So I used Shopifys AI assistant, and it was refreshingly honest and helpful. It confirmed that there is a significant pattern of missing payments and pulled actual data to verify this.I attempted to contact Shopify support via chat, but they deny any missing payments and passed along incomplete data, but i insisted that there is evidence of missing payments and that this case needs to be escalated. They claimed that they were reviewing this case with their billing department, but i havent heard back and they have a pattern of pushing off issues that Ive attempted to resolve in the past. There needs to be accountability and transparency. I am a small business owner and it is unacceptable to be taken advantage of with no recourse. I am requesting a complete investigation/ audit and for any and all missing payments to be resolved.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the rightful owner of a business hosted on Shopify. Over a month ago, my account was hacked. The unauthorized user changed account details and enabled two-factor authentication (2FA), locking me out of my store, website, and access to my funds.I attempted to recover my account by submitting a support ticket through Shopifys ************ It has been over 30 days, and I have not received any response or follow-up. There is no direct phone number or email to reach a human for help. Ive exhausted all support channels, including live chat (which requires login access I no longer have), and even contacted them on social media with no resolution.This has caused major business disruption. My store is inaccessible, I cant fulfill customer orders, and the revenue from my sales is frozen in the account I cant access. I have proof of ownership and have tried repeatedly to resolve this with no success.I am filing this BBB complaint in hopes that Shopify will finally take action to:Investigate the unauthorized access to my account Restore my access to my Shopify admin Release the funds that are currently held in the account I am requesting urgent attention to this matter. Shopifys lack of customer service and security support for hacked accounts is unacceptable and has harmed me financially.I am happy to provide proof of ownership and documentation of all support requests submitted.

  Customer Answer

  Date: 07/08/2025

  the business is not closed it is a functioning website
  
  they host business websites
  
  there website is shopify.com
  
  on their website it lists their address as:
  Shopify Inc. ***********************************************************************************************************************
  
  this is listed on their website if you scroll all the way to the bottom of this link:
  **********************************************
  
  hudrendeds otf thousands of business host their websites on their platform. they are not closed. 

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary of Problem:On or about August 4 , 2025 , my Shopify merchant account, its *********, received a notice of a payout hold. The dashboard directed me to contact support to resolve the issue.Upon attempting to contact Shopify's support team, I found the system to be entirely automated and unable to provide the necessary assistance. The AI-driven chat support could not address the specific issue of a payout hold and did not offer a clear path to speak with a human representative or a senior support agent.This lack of access to human support has left my business in a precarious financial situation with an unexplained payout hold. This business practice, which relies on automated support for critical issues, is unacceptable. It effectively makes it impossible for a small business to resolve a serious financial problem and is, in my opinion, a predatory business practice.Desired Resolution:Immediate review and restoration of my account.Removal of the payout *********** communication with a human support agent to explain the reason for the hold and confirm the account's proper standing.I have attached screenshots of the payout hold notice and my attempts to contact support as evidence.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket Number: ******** Start of Business Relationship: 2024 Complaint:We began using Shopify in 2024 and paid for their premium services. In June, Shopify implemented multi-factor authentication (MFA), and ever since, we have been unable to access our account. When attempting to sign in via ****** (our original method), the login process would loop endlesslyredirecting us back to the initial login screen again and ******** one point, we briefly gained access and canceled our services, deleting everything before the issue returned. In 2025, we received an email from Shopify indicating they were finally willing to reimburse us for the chargesbut only if we could sign into the original account. The exact issue we had explained to them multiple times.We contacted Shopify numerous times and were repeatedly given the runaround. Their default support is an AI chatbot, which kept repeating the same useless suggestions. When we finally reached a human representative, they escalated the case to a support specialist. Weeks later, we received an email from the specialistwho clearly had not read the original support transcriptand offered more of the same responses.Their repeated solution was for us to sign in to confirm our identitythe very issue preventing us from resolving the matter initially. This experience has left us deeply frustrated. Shopify has not only failed to deliver on its premium service, but they are now refusing to issue a refund by requiring access to an account we are locked out of due to their own authentication problems. Their practices feel deliberately evasive, and their support process is dysfunctional and opaque.We believe Shopify is engaging in duplicitous behavior, hiding behind broken systems and vague policies to avoid issuing refunds. We are requesting that Shopify honor their commitment and refund all fees charged to us during this period, as we have followed every reasonable step to comply and resolve the issue.

• Initial Complaint

  Date:03/08/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Shopify Inc. for fraudulent and unauthorized recurring charges on my ****** account and for their subsequent failure to provide a full refund.Between December 2024 and July 2025, my ****** account was charged approximately $295.92 USD for a Shopify account I did not create, authorize, or use. Upon discovering this, I contacted Shopify Support (Ticket ID: ************* initial support advisor, ******* *., on July 15, 2025, assured me my case would be forwarded to the Billing Team for a full refund of all charges. This commitment was later contradicted by a support specialist, ****** *., who on July 27, 2025, stated that only a partial refund of two $42.12 charges would be issued as a "one-time courtesy," and that no further refunds would be considered. This left an outstanding balance of approximately $211.68 USD.****** *. also refused to provide me with the invoices for these charges, citing "security and policy reasons" and confirming the account owner's email was not mine. This is a critical point: Shopify's refusal to provide me with billing information for an account taking my money, while simultaneously claiming I should have been aware of the charges, is proof of fraud.After I pushed for a full refund, ****** *. closed my ticket on August 3, 2025, claiming the "maximum refund possible" had been provided.This is not only poor customer service but a deceptive and fraudulent practice. Shopify's support team made contradictory promises and then limited a refund for money that was not theirs to take in the first place. I have already filed a formal dispute with ****** for each transaction and am also submitting complaints to the *** and my state's Attorney General.I am requesting a full refund of the remaining $211.68 USD.

• Initial Complaint

  Date:31/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern at the BBB,I am filing this complaint against Shopify due to a severe and unresolved issue that is causing significant harm to my business and financial well-being.Since July 22, 2025, Shopify has locked me out of my store accountwithout warning, without resolution, and without providing access to approximately $3,000 in customer payments currently being held in my account. Despite complying fully with all of Shopifys verification requirements, I remain locked out of the platform with no way to transfer the funds that rightfully belong to my *********** date, I have submitted the following documentation across four separate verification attempts (on July 22, 23, 27, and 29):Government-issued photo ID (submitted 3 times)Selfie holding ID and handwritten date (submitted twice)Bank statement showing a Shopify charge with date, amount, and 9-digit invoice number ************* account deposit verification Voided business check and deposit slip These are legitimate and verifiable documents that meet Shopifys own stated requirements. Yet, I have not received a meaningful update, a phone call, or even a status *************** a result, I am completely locked out of my Shopify admin. I cannot:Fulfill paid customer orders Collect or transfer payments Advertise or manage my store Communicate via blog or storefront Access my own customer or financial data Worse, this situation is damaging my credibility and customer trust. This situation is not only disrupting operations but causing financial loss, reputational damage, and considerable emotional distress.I have made every good-faith effort to comply with Shopify's requests. Instead of assisting me to regain secure access after a suspected compromise, they have implemented what feels like a punitive and automated lockout processleaving me with no customer support line, no human contact, and no access to the funds my business depends on.