Why can't I close my online store despite paying the invoice?

[anonymousss]

Hi, so I was trying to close my store for a few days now, but it wont let me. It says "Invoice payment failed: transaction failed". We have paid for our order. Oh and yesterday (06/02) I got a email that I have to pay the 29$ bill, BUT I TRIED TO CANCLE IT ON FEBRUARY 1st and it didn't let me! Please help. I don't have funds to pay the 29$...

[Trevor · Accepted solution]

Hi, @anonymousss. 

I'm sorry to hear you're wanting to close your store. Would you mind sharing more context on what led you to that decision? Any feedback would be greatly appreciated. 

To answer your question, if there is a pending invoice on the account, then the invoice would need to be settled before the account can be closed. If you're unable to pay for the invoice, then the account would need to be escalated to our Accounts team so they can help process the closure. 

It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!