How does support work? Is it selective, or broken?

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Tourist
9 0 1

Does Shopify blacklist/block/ban stores from support? Real question, please get in touch.

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Shopify Staff
Shopify Staff
1418 140 387

Hey there, @nosupport 

 

Bo here from Shopify Support! 

 

We offer all of our merchants 24/7 support. If you go to this page and click Contact Support you will be prompted to either login or continue without a store. Once you have selected an option you will be asked to ask about a topic. Search for your query and relevant help docs will populate as well as the option to proceed to live chat or email. You can also reach our Support team @ShopifySupport on Twitter or through Messenger on Facebook here.  Merchants are only ever banned or blacklisted is they are continuously abusive to our support staff members and will have been warned that if they continue with that behavior that they will be blocked. 

 

All the Best,

Bo

Bo - Social Care @ Shopify


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Was your question answered? Mark it as an Accepted Solution
To learn more visit the Shopify Help Center or the Shopify Blog

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Tourist
9 0 1
Bo,

Thanks for reaching out! It's crazy, but I am unable to access support. Can
I upload a video for you? I just get stuck in a continuous loop, asking me
to log into the store that needs support, and then when I click support it
asks me to log in again.

I had an issue with support banning our use of Shopify Payments a
couple weeks back, even though there are plenty of stores on the Shopify
platform that sell the *exact* type of products as us that are not
restricted regarding their use of Payments. I see this as hugely unfair,
but the support agent did not want to even hear me out. I suspect I have
been blocked because of this, which is not right.

If you could help me through email that would be awesome! Just trying to
get things straightened out seeing as how I am a paying customer (have been
for many years using different websites selling many products) and it feels
like I have been placed in purgatory.

Thank you for your time & help.

Best,

Justin
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Shopify Staff
Shopify Staff
1418 140 387

Hey there, @nosupport 

 

I have reached out via email! Chat soon. 

 

Bo

Bo - Social Care @ Shopify


Was my reply helpful? Click Like to let me know!
Was your question answered? Mark it as an Accepted Solution
To learn more visit the Shopify Help Center or the Shopify Blog

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Tourist
9 0 1
Bo,

Thank you! Stoked.

Best,

Justin
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Shopify Partner
1 0 1

I'm having a similar, or the same, issue.

There are websocket errors in the browser's developer console on this page https://help.shopify.com/en/questions/plus-merchants#/contact.

I'm using a Shopify Partner account (it's not this account that I'm posting from). Selecting any option just causes more errors to appear.

 

These are the errors found in the console:

[bugsnag] Loaded!
WebSocket connection to 'ws://localhost:8000/socketcluster/' failed: Error in connection establishment: net::ERR_CONNECTION_REFUSED
remote-redux-devtools: Socket connection errors are being suppressed. 
This can be disabled by setting suppressConnectErrors to 'false'.
m
code: 1006
message: "Socket hung up"
name: "SocketProtocolError"

 

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Tourist
9 0 1

Jeslen,

Thanks for sharing your insight and bug report. Hoping this issue is cleared up soon, I haven't been
able to access support through my website for about two months now.

Best,

J

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Tourist
9 0 1

I've been bounced around between three different Shopify Gurus, and no one has a solution to this issue. I guess I am the only one stuck in this loop. Dead end.

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