Atlas subscriptions are billed through Shopify, which means Shopify holds the payment method and processes the charge. Atlas can explain what you were charged and why, and can raise a refund request for review. Shopify controls the mechanics of payment itself. Before contacting anyone, check whether the charge is one of the expected ones below.
In this article:
Charges that are expected
Charge | Why |
$39 after your trial ends | The base plan starting, as agreed when you approved the subscription |
More than $39 | Usage charges. You exceeded one or more allowances. |
A final charge after cancelling | The billing period you already used, settling |
A charge in the same month as cancelling | Same as above. Shopify bills app subscriptions in arrears. |
A larger bill than last month | You crossed into a higher usage tier |
ℹ️ Usage charges are the most common surprise. They mean your bundle revenue, cart orders or published pages went beyond the included allowance. Your Usage & billing tab shows exactly which category and which tier.
How to check what you were charged for
In Atlas, open
Subscription, thenUsage & billing.Look at
Current bill, which is based on current usage. It breaks downBase plan,Atlas Pages,Atlas BundlerandAtlas Cart, each with its tier orIncluded.Check
Usage Historyfor past transactions, withView details for transaction {id}on each.In Shopify, go to Settings, then Billing, to see the charge as Shopify recorded it.
Work through How your Atlas bill is calculated if the arithmetic is not obvious. Most unexpected bills resolve to a tier boundary that was crossed mid-cycle.
Requesting a refund
Start a chat from the bubble in the bottom right of Atlas, or email support@helloatlas.io. Either way, include:
your store URL
the charge amount and date
what you expected to be charged
why you believe the charge is wrong
Requests are reviewed individually. Cases usually resolved quickly:
A charge after you cancelled, beyond the one final charge you were told about
A charge for a period when the app was demonstrably not working
A duplicate charge
A charge on a store you no longer own
Cases that are usually not refunded:
Usage charges for usage that genuinely happened
The final charge after cancelling, which covers a period you used
A charge you forgot was coming after a trial you approved
💡 Include the specific numbers. "My bill was $114 and I expected $39" gets a useful answer far faster than "I was overcharged", because support can go straight to the tier breakdown for that cycle.
What Atlas cannot do
Change your payment method. That is held by Shopify.
Process a payment or a reversal directly. Shopify handles the money.
Stop a charge already submitted to Shopify. It has to complete and then be refunded.
Refund your Shopify subscription or another app's charges. Atlas can only address Atlas charges, even though they appear on the same bill.
Charges after cancelling or uninstalling
One charge after cancelling is expected, and Atlas tells you about it at the confirmation step, with the amount.
⚠️ Uninstalling the app does not cancel your subscription and does not avoid an outstanding charge. Shopify will still attempt to collect any outstanding bills regardless of whether you close your store, cancel your account, or uninstall the app. Cancel properly rather than uninstalling and hoping.
More than one charge after cancelling, or a charge in a period well after your cancellation date, should be reported. See What happens after you cancel.
Duplicate or unauthorised charges
If you see the same charge twice, or a charge on a store you did not authorise, contact support immediately from the chat bubble in Atlas, or at support@helloatlas.io, with your store URL, both charge amounts and dates, and screenshots from your Shopify billing page.
Do not raise a chargeback with your bank as a first step. It freezes the account while it is investigated, which makes the problem slower to fix rather than faster, and support can usually resolve a genuine duplicate quickly.