[intro]In this Guide, you can learn what you need to do to cancel some or all of your services with EKM and how to preserve any of your information where applicable. It is important for us to understand why customers wish to cancel so we can make improvements to our platform and service. We take feedback very seriously so please let us know if there is anything we can do to improve.[/intro]

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How do I cancel my EKM online shop account if I am still within my Free Trial period?

If you are still within the Free Trial period on your EKM online shop, you don’t need to notify our Customer Support Team and you can close your account within the shop itself - simply follow the instructions in this Guide

Why do I have to have a callback from the Customer Care Team to cancel my account?

There are two main reasons for this. The first and most important is that when the Customer Care Team call back the Account Holder, they need to be able to verify that they are speaking to the owner of the account. We understand that for some, their EKM online shops are their livelihood so it is essential that we receive confirmation from the correct individual before the account is closed down.

The second reason is that by speaking to the Customer Care Team in person, they can ensure that any content such as Product Images or Category Descriptions is accessed and saved before the account is terminated and that any additional services have been correctly cancelled too. 

EKM online shop

Preparing your shop to be closed

If you still wish to close down your EKM online shop, you may want to preserve some of the content on it before you do so. You can preserve your Products and Categories by exporting them to a spreadsheet using the Import/Export System feature. If you wish to preserve your Product and Design Images, the Customer Support Team will be able to request this download for you - please let them know during your cancellation call. 

However, if you simply wish to ‘pause’ your EKM online shop, please follow the steps within this Guide to put your shop into Dormant Mode.

Cancelling via telephone

When you have downloaded your Product and Category information from your EKM online shop, you need to cancel the shop by calling our Customer Support Team on 0333 004 0333 between 8am-6pm weekdays and between 9am-5.30pm on weekends. They will be able to organise a callback from our Customer Care Team, who will need to speak to the Account Holder and gain confirmation that the shop is to be cancelled. 

Cancelling via Chat

You can request a callback from our Customer Care Team by using the Chat facility by clicking the blue chat icon in the bottom right-hand corner of the page when you are logged into your EKM online shop. You will need to let the Customer Support Team - who respond to the chats - know your Account ID so that they can request that the Customer Care Team call you back to cancel your EKM online shop.  

[remember]The Customer Care Team are only available on weekdays to cancel your account. They will not contact you over the weekend, but you can request for a call back from them over the weekend by either calling the Customer Support Team or using Chat. [/remember]

EKM Domains account

When you cancel your EKM online shop, you will need to make arrangements for your EKM Domains account too, by closing down any existing email accounts and transferring your domains to another provider. Your new provider will be able to advise what information they require in order to initiate the transfer. 

To close down any existing email accounts, you will need to ensure that they are backed up on your own computer by using a program such as Outlook, MacMail or Thunderbird and then contact our Customer Support Team, who will be able to close them down for you. 

EKM Email Marketing

You can either close down your EKM Email Marketing account completely by contacting the Customer Support Team to do this for you, or keep it and make it free by downloading your contacts to a spreadsheet using the steps in this Guide.

If you wish to completely cancel your account, download your contacts onto a spreadsheet and contact our Customer Support Team who will cancel the account for you.

[warning]Uninstalling the Email Marketing Feature will not cancel your EKM Email Marketing account. You will need to contact the Customer Support Team to do this for you.[/warning]

To keep your EKM Email Marketing account and make it free to use, simply download your contacts to a spreadsheet using the steps in this Guide and make sure that you have no more than 100 contacts within your EKM Email Marketing account. You then need to contact the Customer Support Team who will manually adjust your account for you.

Cancelling chargeable Features

If you are using chargeable Features on your EKM online shop such as Web Statistics/EKM Pinpoint, Postcode Lookup/Postcode Ferret and Live Chat, you will need to get in contact with our Customer Support Team who will be able to cancel those services for you. 

[warning]Uninstalling chargeable Features will not cancel them. You will need to contact the Customer Support Team to do this for you.[/warning]

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[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community.  [/contact]