How can I close my inaccessible e-commerce account?

[Hwstores]

Dear Shopify,

Good day.

I own hw-sto and for some reason, I am unable to access this account effectively, and continuously. For that reason, it has been a great challenge to exploit the potential benefits of the store. I have tried to log in and remove my personal details, in vain.  With all these challenges, I submit my urgent request to have hw-sto closed with immediate effect and that no transactions should be carried on in relation to my banking details. 

Regards,

Hilda

[Ivy]

Hi there @Hwstores, Ivy here from Shopify.

Are you still experiencing this issue? So am I correct in saying you wish to access your account in order to close/cancel your Shopify subscription, but you are having issues accessing the account? If so, can you show me with a screenshot exactly what you see when you attempt to login to this account? This will really help to guide me on how to troubleshoot this issue for you. Can I ask why you have decided to not continue with your store? 

Looking forward to your reply!

[Hwstores]

I am still experiencing it.

Worse still, today, money was debited from my account and I am very unhappy about this.

I desire to close my store because ever since I created it, I have not managed to effectively navigate and use it. Yet, I am paying monthly 'rent'. Makes no business sense for me right now.

Since I am using my computer to attempt to login into the store, I am unable to do the screenshot. However, I managed to copy and paste the details in quotes below.

"We were unable to authenticate you  

You must confirm your account before logging in.

Log in

Request ID:

e6b3042b-99ae-4ce8-bbc3-c5e829846183"

[Ivy · Accepted solution]

Thanks for getting back to me @Hwstores.

In this case, I would recommend reaching out to our live support team directly, they can then verify you as the account owner and will be able to move forward from there. There is an option to "continue without logging in" for cases such as this where you are having trouble accessing your account. If you input your issue in the "ask about a topic" bar, you will then see the "continue to support" to be able to talk directly to a support advisor. 

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!

[Itsatrap]

Hi, I have a similar issue, I tried to cancel account but accidentally put it on pause for 90 days, now I am not able to log into my account, I can't release my domain, I can't cancel 3rd party apps, I can't cancel subscription, I can't close account. This is a catch 22 situation, I am wondering how smart their system design and how competent IT department ?

An suggestion how to solve this issue ?

Thank you.

[Ivy]

Hi there @Itsatrap.

In this case, I would definitely advise reaching out to our live support team. If you are hoping to close a store that is on our fully paused plan, they can escalate this request to our account authentication team who can then in turn close the store on your behalf without you having to re-open the store to do this. This is only possible as long as there are no outstanding charges on your account.

If you do not wish to fully close your account and simply want to access it for other reasons, you will have to select a new paid plan to "re-open" the store again. I hope this helps! 

[Muddchuckers]

Shopify doesn't make it easy AT ALL to leave the platform. I've been hostage for more than a year. There seems not to be any chat, email, help. I'm stuck and I'm really annoyed. I had 10 browser tabs open just now trying to find the "Settings" > "Domain" info as directed by Shopify's info but nope. My site is inactive and I can't get out of there. Super crappy. I will never come back to this platform for the simple fact it is very, very difficult to extricate.