Why can't I cancel my online store subscription?

geortz
Visitor
1 0 1

Hello,when i click "Deactivate Store" a message pops up that says "To close your store,you need to contact support" and needless to to say the support is a bot that provides little to no help.I just want to deactivate my account and stop being charged but it is so frustrating for no reason.This is the message that pops up when i click "Deactivate Store"

Screenshot 2023-11-29 110208.png

Replies 3 (3)

Maz
Shopify Staff
1196 129 183

Hey, @geortz!

 

We are sad to hear that you have decided to leave us. I know that facing selling-related difficulties can be challenging, and I want you to know that I am here to help you the best way I can. Have you been experiencing any roadblocks with preparing your store for selling that we could help you with?
 

In regard to closing this store, does this error only appear when you click 'deactivate store' on the actual pop-up? You can try clearing your cache and cookies as mentioned here and also ensuring the browser is up-to-date and supported by us and trying again.

 

If that does not work, you'll need to contact support in order to deactivate the account. In the new help centre, you need to enter your query with the support bot and follow the prompts, you should then see an option to connect with a live agent after following the prompts correctly. You can contact support here.

 

Let me know if you still need any help!

 

 

Maz | Social Care @ Shopify 
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Caldeira
New Member
6 0 0

Hi there Maz!

 

I'm also having a bit of an issue deactivating my store, It doesn't say that I have to contact support but it says the to deactivate the store all pending receipts have to be paid.

 

The problem is that I don't want to use shopify anymore because I cannot pay 32€ a month at the momment, but I cannot deactivate the store or remove my card so it stops trying to auto renew the subscription. 

 

Could you please help me out here?

 

Mac
Shopify Staff
1670 169 268

Hi, @Caldeira.

 

Thanks for sharing those details. In this case, we will need to access your account to gather more information. However, please note that we are unable to provide account-specific support through the Community Forums. But don't worry! We would be more than happy to continue assisting you through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to "contact support." It will guide you on the next steps to connect with a team member who can provide further assistance tailored to your account.

Mac | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog