If you are not going to actually allow us to contact the support team, could you at least update the support/contact page to reflect that it's not possible?? The image is especially misleading.
Once upon a time I remember there was a live chat feature where we could communicate with the support team directly. Now when I try looking for that it brings me to an infinite loop cycle where I have to click on "Contact Support" -> Login to my Shopify Account -> brought to FAQ page -> Explore the Shopify Help Center -> Back to "Contact Support"
Fine. I get it. Managing a live support team is expensive. At least leave an email somewhere so I could have someone to communicate with?
"Award winning support team" - that doesn't actually seem to exist or contactable.
Julie here from Shopify Support.
First off, I appreciate you sharing your feedback. Do you have a link to the page that's shown in your screenshot? If the "Contact support" link isn't working, I'd like to raise this with our developers so they can resolve this.
That being said, while we have recently made changes to how merchants navigate the Shopify Help Center, we are still offering 24/7 live support. To access our contact options, you'll just need to complete the following steps:
I hope this clears things up! If there's anything I can assist with here in the Community Forums, please let me know. I'm always happy to help.
It takes me on a loop when I click "explore the shopify help center" I then scroll down, click "contact support" it asks me to sign in, I do so, and it takes me back to the first page. HELP!
Thanks for joining in on the conversation. I'd love to make sure we can get your access to our Support team, so let's work through some troubleshooting steps together.
Before we do so, it would be helpful to rule out and potential errors in the steps you're taking, so I created a video that walks you through you how to access our contact options. You can check that out here. If you're still experiencing the same issue after following those exact same steps, then it sounds like this may be a browser-related issue. In this case, there's what you'll want to do next:
Typically, these types of issues can be resolved by completing some of the actions above, so hopefully this helps. Let me know how that goes!
Thanks for the quick followup, @kitchenonfire!
Which browser are you using? Were you unable to attempt any of those troubleshooting steps? Did you get a chance to watch the video I shared to make sure you're following the exact same steps? It would also help to know who your internet service provider is.
I actually came across another merchant in the Community Forums who was experiencing the exact same issue the other day. By following those troubleshooting steps, the merchant was eventually able to access the Support page. I recommend checking out that discussion here, as this may help!
While I'm unable to offer outbound calls, there are some other ways you can reach out without having to access that Support page. For example, we offer 24/7 support through both Facebook and Twitter. Our Support team also routinely monitors the Community Forums should you like to share your question here!
All this being said, I really want to make sure we can get you access to that Support page, so any additional information you can offer about your browser, internet connection, and the exact troubleshooting steps you've completed will help!