Cancel or close your account
You can stop paying at any time, from Plan. You do not need to uninstall the Shopify app: your account moves to the Free plan and keeps recording, with your settings and your tracking in place.
Cancel your plan
Cancel plan is on Plan, in the Whence web app (account menu at the top left, then Plan) and in the Whence app in your Shopify admin (Apps > Whence, Plan section).
Step 1: Click Cancel plan
On Plan, click Cancel plan (1). Whence reads your account and shows, before anything changes, what canceling means for it.
Step 2: Read what changes
The Cancel your plan? confirmation lists, for your account (1):
- When you move to Free. Billed by Shopify: “You move to the Free plan now.” Paid by card: “Your paid plan keeps working until” the end of the period you paid for, with its date, “Then you move to the Free plan.”
- What Free includes: 500 visits a month, 30 days of history, 1 store, 1 person.
- On Connect and Decide: “Orders stop being sent to your ad platforms.”
- If your plan includes AI requests: “AI requests stop: the Free plan has none.”
- If your plan kept more than 30 days: “Visits and recordings older than 30 days are deleted.”
- “Nothing to reinstall: your settings and your tracking stay in place.”
- Billed by Shopify: “Shopify stops billing Whence today. The days left in the current billing period are not refunded.” Paid by card: “Nothing more is charged to your card.”
Step 3: Click Move to Free
Click Move to Free (2), or Keep my plan (3) to leave everything as it is. Billed by Shopify, you see “Your plan is canceled. You are on the Free plan.” Paid by card, you see the date you move to Free.
Clicking Use Free while a paid plan is running opens the same confirmation.
Your account must fit the Free plan first. You may see:
- “The Free plan covers 1 store. Pause your other stores first, then cancel your plan.”
- “The Free plan covers 1 person. Remove the other team members first, then cancel your plan.”
- “There is no paid plan to cancel on this account.”
A plan billed by Shopify is canceled from the web app too. If Whence cannot reach your store, it says: “Open the Whence app in your Shopify admin (Apps > Whence > Plan) to cancel this plan.” In the Shopify app, a plan paid by card is canceled in the web app: “Your paid plan is billed by card. Cancel it in the Whence web app (Plan > Cancel plan).”
Stop paying by card in the Stripe portal
Manage payment (1), at the top of Plan, opens the Stripe billing portal, where you can update your card and see your invoices.
If you cancel your subscription there instead of using Cancel plan, your plan keeps working until the end of the period you already paid for, and then the account is canceled rather than moved to Free:
- Recording stops on every store.
- Thirty days later, the account and all its data are deleted: stores, visits, recordings, orders, contacts and settings. Until then, the data is kept so an account closed by mistake can be restored.
- If you take a paid plan again, or move to Free, before the thirty days are over, nothing is deleted and recording starts again.
Partial months are not refunded, except where the law requires it.
Uninstalling the Shopify app is not needed to stop paying. It also removes the store’s data: imported orders, abandoned checkouts and contacts are deleted within a day, and Shopify asks Whence to erase the store’s data 48 hours later.
Delete your account
Only the account owner can do this, and a running paid plan must be canceled first.
Step 4: Open Delete my account
On Plan, scroll to the bottom: Delete my account. It reads: “Cancel your paid plan first. The account is deactivated right away and recording stops; everything is erased 30 days later. You can change your mind until then.”
Step 5: Confirm with the account name
Type the account name exactly as shown (1), then click Delete my account (2). You see “Account deletion scheduled. Nothing is erased for 30 days.”
During the 30 days, Plan shows Account deletion scheduled with the date, and a Keep my account button. Click it to undo: “Your account is kept. Recording is back on.” Once the deletion has started, it can no longer be stopped. A scheduled deletion wins over a plan that moves to Free at the end of its period: the account is not reopened.
Messages you may see:
- “Cancel your plan first. Your paid subscription is still running: use Cancel plan on this page, then come back.”
- “Only the account owner can do this.”
- “Type the account name exactly as shown.”
Before you go
- Export your contacts from People, Export (needs the Customer data right).
- Deleting your Whence data does not delete what was already sent to your ad or email platforms. Erase it with each platform.