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[My Account] Why was my account deletion request rejected?

EN | BM 

If your account deletion request was rejected, here are the possible reasons:

1. Your account has been limited or restricted 

If your account has a limitation or restriction, we cannot delete it.
What you can do:
 
 

2. Your phone number is linked to multiple accounts 
If the same number is used for more than one Shopee account, deletion will be blocked.

What you can do:

  • Contact us via the channels at the bottom of this page.
  • Let us know why there are multiple accounts and which one you want to keep.
 

 

3. You still have ongoing orders 

We cannot delete your account if you have:

  • Orders still being delivered.
  • Orders in the return or refund process.

What you can do:

  • Wait until your order is completed. This means refunds are processed or payments are released to sellers.
  • Once all orders are done, try again.
 
 

4. You still have money in ShopeePay, or there is an ongoing transaction
If your ShopeePay balance is not zero, your deletion request will be rejected.

What you can do:

  • Withdraw your remaining balance to your bank account. Learn how to withdraw your balance here.
  • Complete any pending ShopeePay transactions (e.g., withdrawals or transfers). 
  • If withdrawal is not working, contact us for help.
 
 

5. You have an outstanding SPayLater bill

What you can do:

  • Verify that there are no unpaid SPayLater bills.
  • Learn how to settle SPayLater bills here.
 
 
6. You have an outstanding SLoan bill
What you can do:
  • Ensure all SLoan bills are cleared.
  • Learn how to settle SLoan bills here.
 
 

7. You have an open case with Shopee

If there’s an unresolved case linked to your account, we cannot delete it yet.

What you can do:

  • Wait until your case is closed, then submit your request again.
 

8. You still have active investments 

If you have any ongoing investments in your account (ShopeePay Invest), you must sell them before your deletion request can be processed.

What you can do:

  • Sell off all your existing investments. Learn how to sell your investments here.

  • Ensure your investment balance is zero.

  • Once all investments are closed, try submitting your deletion request again.

 
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