If you are going to remove live chat, can you at least update your support pages. It is misleading.

josephsaw
New Member
1 0 0

Misleading Support PageMisleading Support Page

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.

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Julie
Shopify Staff
Shopify Staff
860 71 209

Hi @josephsaw.

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:

  1. Go to: https://help.shopify.com/en/questions
  2. Click Log in and enter your details.
  3. Enter a brief description of your question into the search bar.
  4. You’ll be provided with a curated list of Shopify resources related to your search. We have extensive help documentation designed to connect you with the information you need as quickly as possible. If you can’t find what you’re looking for in our docs, click Get help from the Shopify support team.
  5. Choose the way you want to contact Shopify support from the available options.

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. 

Julie | 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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BethK1977
Excursionist
16 2 5

I just used live chat the other day.

kitchenonfire
New Member
2 0 1

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!

Julie
Shopify Staff
Shopify Staff
860 71 209

Hey @kitchenonfire!

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: 

  • Make sure you're using a supported browser; we always recommend Google Chrome. I should also note that we've experienced similar issues with Safari, so if you are using this browser, please try again using Google Chrome. 
  • Clear your cache and cookies.
  • Try on another web browser and try within the browser's incognito mode (in Chrome, you can access this in File > New Incognito Window).
  • Ensure the web browser is up to date on the latest version (Chrome has instructions on how to find out if your browser is up to date here).
  • Try another device such as another computer or a cellphone.
  • Try another internet connection (example, switch to a cellular network on a phone rather than WiFi).

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!

Julie | 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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kitchenonfire
New Member
2 0 1
None of the troubleshooting hacks have helped. I have done everything
except try to sign in on a different network, bc I dont have access one.
Can someone just please contact me for assistance 510 548 2665
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Julie
Shopify Staff
Shopify Staff
860 71 209

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! 

Julie | 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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