I have an old customer who is having difficulty with his new web designer with getting his old information cleared out. So basically, I just want to close the store, but keep getting a message about the payment method not being accepted. And naturally shopify has no direct customer service support I can find, which would have solved this problem months ago.
Hey, @LorenzoN ! Welcome to Shopify Community!
From what you have described, it sounds like you’re encountering an issue with your billing. Before you’re able to successfully close or deactivate your store, any outstanding invoices need to be settled with an accepted payment method. You can pay your Shopify billing with the following methods:
- a valid credit card from Mastercard, Visa, or American Express
- a debit card that is co‑branded with Mastercard, Visa, or American Express
- PayPal (available in all countries, except United States and India)
While deactivating your store will stop the fees and take your Shopify website down, your account information will be kept so you have the option to reactivate your store within two years and pick up where you left off. If you wish to have your website, shop data, and personal data permanently deleted, you can submit a request for this by visiting https://bit.ly/3cJkx8V and creating a support ticket. You may also visit this link if your payment method seems to be an accepted method but isn’t working, so we can investigate.
After visiting the support page and logging in, you’ll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.