Not able to contact Shopify support

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Called the Shopify support number 1 (855) 816-3857 - get a voicemail that says go to  for "call backs" or 24/7 chat and email.

The links asks to log in to the store.  When I login, it just redirects me to the general support page / community forums, with no chat or email option.

What's going on with Shopify Support?  The documentation and forums does not solve my technical issue.