New to ViralSweep? Start with our Getting Started with ViralSweep on Shopify guide first.
If you've been charged after cancelling your ViralSweep subscription, this is usually caused by billing cycle timing, a Shopify uninstall that didn't complete the cancellation, or a pause being mistaken for a cancel. Here's how to identify what happened and what to do next.
Why you might still see a charge
1. Your billing cycle had already started
ViralSweep bills at the start of each billing period, not the end.
If your billing date passed before you cancelled, the charge had already been processed—and your cancellation applies to the next billing cycle.
Example:
If you're billed on the 1st and cancel on the 5th, the charge on the 1st still applies.
2. You uninstalled from Shopify but didn't cancel in ViralSweep
Uninstalling the ViralSweep Shopify app does not cancel your subscription.
To stop billing, you must cancel directly in ViralSweep:
Settings → Account → Billing → Cancel
If you only uninstall the app, your subscription remains active and billing continues.
Important:
Always cancel ViralSweep—not just through Shopify.
3. You paused your account instead of cancelling
Pausing and cancelling are different:
Pause:
No charges for up to 90 days
After 90 days, automatically moves to a $10/month storage plan
Cancel:
Stops all future billing
If you don't want any future charges, make sure you fully cancel your account.
4. You see two charges in the same month
This usually happens when you change or upgrade your plan mid-cycle.
When you switch plans:
A new billing cycle starts immediately
You may see:
One charge for your previous plan
One for your new plan
If you didn't intentionally change plans, contact support so we can review it.
5. You see a duplicate charge (same amount charged twice)
If you see the exact same charge appear twice in the same billing period, this is a billing error — not expected behaviour.
Common causes:
A payment failed and was retried, resulting in two successful charges
A plan change was processed twice due to a technical error
Two accounts exist under the same email or payment method
Contact support straight away. To help us resolve it quickly, have the following ready:
The email address on your account
The charge amount and the dates both charges appear
A screenshot of the duplicate charges from your bank or Shopify billing history
Confirmed duplicate charges are refunded as a priority.
6. You were upgraded to a higher plan without choosing to
If your account was moved to a higher-priced plan and you didn't authorise the change, there are a few possible explanations:
A team member on your account initiated the upgrade
You clicked an in-app prompt to unlock a feature, which triggered a plan upgrade
A free trial on an upgraded plan ended and converted to a paid subscription automatically
To check your plan history, go to Settings → Account → Billing. You'll be able to see your current plan and when it last changed.
If you didn't authorise the upgrade, contact support with the date the charge appeared and the plan you were on previously. We'll review the account activity and, where the upgrade was unintentional, apply a credit or refund for the difference.
How to cancel your account correctly
To stop all future billing:
Log into your ViralSweep account
Go to Settings → Account → Billing
Click Cancel and confirm
Before you cancel:
Export any data you need. All campaign data is permanently deleted 30 days after cancellation and cannot be recovered.
Once cancelled, billing stops immediately.
Can I get a refund?
ViralSweep does not offer refunds for unused time or partial billing periods.
However, if you were charged after completing a confirmed cancellation in ViralSweep, contact support. A human member of our support team will review your case and handle any confirmed billing errors on a case-by-case basis.
For full details, see the Refund Policy.
Still need help?
If you believe a charge is incorrect, reach out to support using the chat icon in the bottom-right corner.
To help us resolve your case faster, include:
The email address on your account
The date you cancelled (or attempted to cancel)
The charge amount and date in question