cant deactivate my store

biko1
Visitor
1 0 0

every time i try to deactivate my store it don't let me it says insufficient funds and moneys tight and i payed the bill on shopify and have sold nothing there

Replies 5 (5)

Imogen
Shopify Staff
1367 148 249

Hey there, @biko1. Thanks for taking the time to make us aware of your situation here in the Shopify Community. I hope you're doing well today. 

 

First, let me say that we're sad to hear that you're looking to deactivate your account. We recognize that times are tough currently, and many folks often come to Shopify to see if they can find some success running their own business, and sometimes situations pop up that cause us to put that dream on the backburner temporarily. If you have some feedback for us in terms of what we could've offered you during your subscription that would've been helpful, we'd be happy to hear it. We hope that things change for you in the future, and that you give running your own business with us another try!

 

Based on the information you've provided here, it sounds like you're unable to deactivate your store due to there being a balance owed. It's likely that you've missed a payment or two, and that you've paid for your most recent payment, but the one from before is still awaiting payment. In order to properly deactivate your account, you'll want to pay back the entirety of the owing balance. We have a help document here that goes into some greater detail about the all of the matters you'll want to attend to before deactivating your store, paying your owning balance included.

 

 

If you need some additional insight into the billing situation around your store, please reach out to our Live Team using this link here, as they can get you authenticated, and go through your billing details with you.

 

If you are unable to pay your balance, then your store enters into a Frozen State. Your store becomes frozen once your bill's due date has arrived. In this situation, you will be unable to login to your admin to access information, and customers will be unable to shop from your store. We recommend that folks avoid the frozen state and pay their owed balance, so they can maintain access to the information within their store. For example, if you had a domain hosted on Shopify and wanted to transfer it somewhere else upon deactivating, you wouldn't be able to access your domain settings while the store is frozen. You can find more information on frozen stores here.

 

You mentioned that money is tight - so I recommend using the link I provided to talk to our Live Team about your situation. They may be able to provide you will some information to help you handle these difficult times. What's important here is that you had the passion to start your own business, so I hope that in the future, when things are better, you decide to give your dream another try. Shopify will be here to help you whenever that day comes!

If you like, I'm open to chatting with you even now about the goals you had for your business. Just because your store isn't currently active, doesn't mean we can't discuss what the future holds. I'm more than happy to take some time chatting with you, and bouncing some ideas around. I'll keep my eyes on this thread in case you reply. 

Imogen | Social Care @ Shopify 
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zac_van_duinen
Visitor
2 0 0

Everytime i try to deactivate my store it says server error, i emailed support but no one is replying

Imogen
Shopify Staff
1367 148 249

Hi there, @zac_van_duinen. Thanks for jumping in on this thread here. My name is Imogen. It's good to meet you!

 

Thanks for giving me a heads up on your situation. Based on your error you're getting, you should be able to resolve this by using a different browser to attempt to deactivate your store.

 

Please, try a different browser, and then let me know if you continue to run into issues closing your store.

Imogen | Social Care @ Shopify 
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alfiej2545
Visitor
1 0 0

am getting the same problem am wanting to deactivate my store but says server error each time tried in chrome and Microsoft edge still the same thing, am only wanting to close  it as am not gaining any sales and don't want to waste money on the subscription 

Imogen
Shopify Staff
1367 148 249

Hi there, @alfiej2545. Thank you for taking the time to follow up on this older thread here within the Shopify Community. My name is Imogen. It's good to meet you!

 

Thank you for providing all of the context you have here regarding your issue, and thank you for letting me know you're still having issues when trying different internet browsers. For situations like these, it's best that you reach out to our Authenticated Support Team, so we can access your account and assist you with deactivating your store.

You'll want to use this link to access our Help Portal. From there, let our AI Chat Assistant know about your issue with closing your store, and it will provide you with prompts that you can use to get connected with a Support Advisor that can assist you in greater detail.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog