Pause or uninstall keyplace

You can pause keyplace with one click in Settings. If you uninstall it, the chat disappears from your store and we delete your store's data.

Pause keyplace

In keyplace, open Settings.
At the top, next to keyplace is on, click Pause.

The top of Settings in keyplace with the keyplace is on card and the Pause button

The card now says keyplace is paused. Shoppers see a short note that keyplace doesn't answer right now. To turn it back on, click Resume. Your knowledge, settings and reports stay.

Remove the chat from your theme

Want to keep keyplace installed, but hide the chat? In the theme editor, remove the Ask about product block and click Save.

Uninstall keyplace

In Shopify admin, go to Settings > Apps.
Find keyplace and click Uninstall.

Shopify admin, Settings > Apps, with keyplace in the list of installed apps

What disappears from your store

The chat leaves your product pages right away.
Shopify removes the keyplace sales tracking from your store.
Shopify stops charging for keyplace. During the 30-day trial, you pay nothing.
About 48 hours after you uninstall, Shopify asks us to delete your store's data. We delete it from our databases, at the latest within 30 days.
We also delete your setup details and archive our shared Slack channel.

If our team has access to your store, we remove it ourselves. You can also remove it at any time in Shopify admin: Settings > Users.

Limits

Pausing works for all product pages at once. To hide the chat on one product only, use a separate product template.

Once we delete your store's data, we can't bring it back. If you install keyplace again later, you start from scratch.

Common questions

Do I lose my knowledge when I pause keyplace?

No. Your knowledge, settings and reports stay. Shopper conversations are still deleted after 30 days, as always.

Can I come back after uninstalling?

Yes. Install keyplace again from the Shopify App Store. If you do it within about 48 hours, your answers in Knowledge are still there.

Can I move to a lower plan instead?

Yes. In Help, click Change plan.

I see a note that your team turned keyplace off. What does it mean?

We turned keyplace off in all stores for a moment. We turn it back on as soon as we can. You don't need to do anything.