How can I close my online store?

Shopify Discussion

Topic summary

A user is attempting to close their Shopify store but encounters a password error during the deactivation process, even after resetting their password.

Standard Closure Process:

  • Navigate to Settings > Plan in Shopify admin
  • Select “Pause or deactivate store”
  • Choose deactivation reason and enter password
  • Confirm with “Deactivate now”

Alternative Options:

  • Pause and Build plan available if temporary break needed
  • Store can be reopened later; data retained for 2 years

Current Issue:
The password verification step fails despite the user confirming they reset it specifically for this action. Since account-specific troubleshooting cannot be handled through the community forum for security reasons, the user is advised to contact Shopify Support directly through the “Get Support” section at the bottom of their account page, where they can select their preferred communication channel and discuss the issue with a Support Advisor.

Summarized with AI on November 23. AI used: claude-sonnet-4-5-20250929.
1

Sorry I accidentally made two messages instead of one

2

Hi @Bookhold ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with closing down your shop, to get this resolved. To provide some context, the Store Owner can deactivate the shop at any time. This decision will remove access from the Shopify admin and ensure the shop has successfully been closed. I recommend checking out our Pausing or Deactivating Your Store guide for steps on how to complete this.

  • From your Shopify admin, go to Settings > Plan.
  • Click Pause or deactivate store.
  • If applicable, review the options to switch to the Pause and build plan, or start a new store.
  • If you still want to deactivate, then click Deactivate store.
  • Select a reason for the deactivation, and then click Continue.
  • Enter your password, and then click Deactivate now.

You can still re-open your store or view your past bills, and your store’s information is guaranteed for 2 years. You can also re-open your store and pause your plan if you need some time off.

If you don’t mind me asking, why do you want to close the store? Is there something within the platform that didn’t work for your business? If I can help in any way, I’d be more than happy to.

3

Hey Iris,

the problem is when I put in my password to close it says incorrect password, even though I know it’s my password because I reset it.

Thanks, Louisa.

4

Hi again @Bookhold ,

Oh, that is strange. Did you reset the password just for this action, or was that sometime before?

If possible, can you reset the password and follow the steps again? If the password error still persists, it would be best to get in touch with our support team.

I’d love to help right here, but we cannot look into account specifics via the Community for privacy and security reasons. I invite you to reach out to our Contact Us page.

Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, click on Account. Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.

Let me know if you have any additional questions, I’m happy to help!