How long does it take to hear back from Support?

New Member
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I have a support ticket number and wanted to know how long it will take to get an answer. I have reached out three days ago and still haven’t heard anything.

My ticket number is 18201038.


Shopify Staff
Shopify Staff
506 56 101

Hey @!

Cal here from Shopify, thanks for reaching out to us. I've taken a look at your ticket to make sure that it is correctly placed in the queue, and I can confirm that it is. 

We do apologize for the current delay in our response times, as the number of requests are unusually high. Because of this unusually high volume of requests, I can't give you an accurate timeframe on when your particular case will be investigated and resolved, but I can assure that it is with the correct team. 

The team will reach out to you via email as soon as they can. Thanks again for your patience and understanding. 

Cal | Social Care @ Shopify
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