Cancel your subscription by uninstalling Olvio
Your Olvio subscription is billed through Shopify, and the Olvio admin has no cancel button. To cancel, you uninstall the app from your Shopify admin. Before you choose a plan, the Plans page says you can cancel anytime from Shopify: for Olvio, that means uninstalling the app. This article explains how, and what happens to your billing, your storefront and your data.
Before you uninstall
If you're on Growth or Scale and want to pay less, you can switch to a smaller plan instead: open Plans in the Olvio admin and click Switch to Starter, or Switch to Growth if you're on Scale. A smaller plan also keeps a shorter conversation history, allows fewer knowledge files, web pages and widget languages, and Starter doesn't include the Olvio Advisor. A plan that your catalog is too large for shows Catalog too large and can't be selected. See Upgrade or downgrade your plan.
If you're still in your 14-day free trial and haven't switched plans or billing period (monthly or yearly) since you subscribed, you aren't charged when you uninstall before it ends: the first charge only happens when the trial ends. If you switched plans, or switched between monthly and yearly billing, during your first 14 days, your new subscription has no free trial days, so it's billable as soon as the switch takes effect. Most switches take effect as soon as you approve them (see Upgrade or downgrade your plan). If you reinstall before your data is deleted, the free trial isn't offered again.
If you have a question about a charge, email [email protected] before you uninstall. After uninstalling, you can no longer open the Olvio admin.
If you're on Growth or Scale, uninstalling drops your store to 30 days of conversation history: the next daily cleanup can delete older conversations, shopper questions and unanswered questions, and choosing a plan again doesn't bring back what was deleted.
Your encrypted Anthropic API key stays in Olvio until your data is deleted. While your store has a plan, you can remove it from Olvio right away: open API Key in the Olvio admin and click Delete key before you uninstall. Without a plan, the Olvio admin only shows the Plans page, but you can still delete the key in your Claude Console so the copy stored in Olvio no longer works.
About 48 hours after you uninstall, your Olvio data is permanently deleted (see below).
Uninstall Olvio
From your Shopify admin, go to Settings → Apps.
Click the menu icon next to Olvio, then click Uninstall.
Optionally, pick a reason in Reason for uninstalling (optional).
Click Uninstall to confirm.
Uninstalling cancels your Olvio subscription on Shopify's side and stops future recurring charges. Shopify notes that you might still be billed for the current billing cycle, and that uninstalling doesn't remove a charge that has already been generated for your upcoming invoice. See Shopify's Uninstalling apps and App charges on your Shopify bills guides.
Olvio's subscription fees are non-refundable, except where required by applicable law.
What happens right away
As soon as Shopify tells Olvio that the app was uninstalled:
Olvio deletes the Shopify sessions it used to connect to your store.
Your store no longer has a plan, so the Olvio chat and the Olvio Advisor stop working on your storefront.
Your store falls back to 30 days of conversation history, as described above.
Apart from the usual daily cleanup of old records, the rest of your data stays in Olvio until it's deleted about 48 hours later.
Your Anthropic account and its billing are separate from Olvio. Uninstalling doesn't close or change them.
What happens to your data
About 48 hours after you uninstall, Shopify asks Olvio to delete your store's data. Olvio then permanently deletes the data associated with your store, including:
Conversations, shopper questions and unanswered questions.
The widget events and order attributions behind your dashboard.
Your knowledge files and web pages.
Your synced products and collections, your custom suggested questions, and the store pages, blog articles and policies Olvio read.
Your store record, which holds your AI Setup, Appearance and Advisor settings and your encrypted API key.
This deletion can't be undone. For more detail, see What happens to my data when I uninstall Olvio.
If you reinstall Olvio
If you reinstall before your data is deleted, your settings, your catalog and your last 30 days of conversations are normally still there. This isn't guaranteed: if Shopify still sends its deletion request after you reinstall, Olvio deletes your data anyway. Your subscription isn't restored:
Olvio opens on the Plans page, titled Choose your plan, and you need to pick a plan again.
The free trial isn't offered again. The plan buttons read Subscribe to Starter, Subscribe to Growth or Subscribe to Scale (or Catalog too large), and charges start as soon as you approve the subscription in Shopify. See Your 14-day free trial explained.
Olvio may miss product changes made while your store had no plan. After you choose a plan, open Olvio in your Shopify admin and, on the Dashboard page, click Resync now (or Retry sync if the last sync failed). If the button is grayed out, hover over it to see when you can use it again. See Resync your product catalog.
Orders placed while Olvio had no plan aren't attributed to Olvio.
If you reinstall after your data has been deleted, Olvio starts over as a new install, and you set it up again from the beginning.
Switching plans isn't cancelling
When you switch plans and approve the new one, Shopify replaces your old subscription and Olvio keeps running.