Support
How can we help?
ShieldBill provides billing and payment software to online businesses. Choose the option that describes you.
For shoppers
I see a charge I don’t recognise
ShieldBill does not sell anything to shoppers. A charge processed with ShieldBill comes from a business that uses our software, and that business is the one that can cancel or refund it.
- 1
Check the name on your statement
It is normally the name of the shop or website you bought from. Search your email for a receipt or order confirmation from that business around the date of the charge.
- 2
Contact the business
The business you bought from can explain the charge, cancel a subscription or trial, and issue a refund. Their contact details are on your receipt and on their website.
- 3
Still can’t tell who charged you?
Email us with the date, the exact amount and currency, the name as it appears on your statement, and the last four digits of your card. We will identify the business and put you in touch with them.
Write to support@shieldbill.io. Never send your full card number or security code, by email or anywhere else. If you think your card was used without your permission, contact your bank straight away.
For merchants
I run a business on ShieldBill
Questions about your account, processor connections, routing and retries, subscriptions, webhooks or an invoice from us.
- Include your business name and the email you sign in with.
- For a payment, include its ID from the dashboard, not card details.
- For an API or webhook problem, include the request ID, the time and the response you received.
We reply within 48 hours.
Other contacts
- Privacy and data requests
- privacy@shieldbill.io
- Legal notices
- legal@shieldbill.io
- Report a security vulnerability
- security@shieldbill.io
See also our Terms of Service and Privacy Policy.