Solved

Is Shopify's only support through a knowledge base and forums?

Mason6
Tourist
8 1 9

I'm constantly seeing and hearing "contact us by live chat or email, or schedule a call." However, I don't see any of these options anywhere.

 

this is the only thing I can find: https://help.shopify.com/en/questions#/questions

 

No mention of a live chat, email support, or callback scheduling anywhere. Is the only form of support really a knowledge base and these forums?

 

Thanks for any help.

Accepted Solution (1)
Mason6
Tourist
8 1 9

This is an accepted solution.


@Redr8er2 wrote:
Same boat!! I need someone to call me bc it has our number incorrect ... can’t find any options for actual talking to someone
@bdjford24 wrote:

Hi, I have been trying the link https://help.shopify.com/en/questions for two days now and it is not working. After following the directions and clicking on the get support or 24/7 support there is no actual option to contact support by phone, chat, or email. What can a person do to contact support? Thanks


Hey guys, try this link:

 

https://help.shopify.com/en/questions#/contact

 

The live chat was very helpful for me. Hope this helps.

View solution in original post

Replies 33 (33)

Redr8er2
Visitor
1 0 3
Same boat!! I need someone to call me bc it has our number incorrect ... can’t find any options for actual talking to someone
TyW
Community Manager
451 63 1206

Hi all, apologies for inconvenience this has been causing. 

 

To access contact options compelte 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.

TyW | Online Community Manager @ 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

bdjford
Visitor
1 0 7

Hi, this link  https://help.shopify.com/en/questions  which is given out when calling Shopify support does not offer any options to call support. Is Shopify currently having problems with their support? We the paying customers should be able to easily contact support. 

bdjford24
Visitor
2 0 2

Hi, I have been trying the link https://help.shopify.com/en/questions for two days now and it is not working. After following the directions and clicking on the get support or 24/7 support there is no actual option to contact support by phone, chat, or email. What can a person do to contact support? Thanks

Mason6
Tourist
8 1 9

This is an accepted solution.


@Redr8er2 wrote:
Same boat!! I need someone to call me bc it has our number incorrect ... can’t find any options for actual talking to someone
@bdjford24 wrote:

Hi, I have been trying the link https://help.shopify.com/en/questions for two days now and it is not working. After following the directions and clicking on the get support or 24/7 support there is no actual option to contact support by phone, chat, or email. What can a person do to contact support? Thanks


Hey guys, try this link:

 

https://help.shopify.com/en/questions#/contact

 

The live chat was very helpful for me. Hope this helps.

bdjford24
Visitor
2 0 2

Mason6,

 

Thanks so much for the link, really appreciate it!!!

 

Chat support was very helpful for me as well. They gave me this link to access all Shopify support now moving forward and said do not call the old Shopify support phone number.     https://help.shopify.com/en/questions#/contact

 

Informed chat that on this link page phone call back support is still not available. They said if there are too many calls in the queue the call back option will not be available. Wow!! For me, it has not been available for "THREE DAYS". Although it might be a good idea in theory from Shopify's point of view it clearly is very bad for us the paying Shopify customer. This is clearly a HUGE downgrade for Shopify support. I really hope they can fix this!

Mason6
Tourist
8 1 9

No problem at all, glad you found some support.

 

I imagine right now is probably a very busy time for them what with the current situation going on in the world. I bet there's a lot of people trying to start shopify stores since they're stuck at home. I imagine over time that the callback function will become more available. Live chat worked really well for me though, so I'm pretty happy with that.

 

cheers

Milky_Way_Shop
Excursionist
20 0 2

Nothing working. No Support by Shopify. They rather redirect us to other members in community posts. No Live Chat......... i'm thinking about leaving Shopify.

 

simonpackham
Excursionist
19 0 19

See previous posts re connecting to Live Chat

Milky_Way_Shop
Excursionist
20 0 2

I already have. All links end up on this page:

https://help.shopify.com/en/questions#/questions

Try it please

Caralyn
Tourist
6 0 0

I need phone support. This link will not help. What happened to their phone support?

thriftybargains
Visitor
1 0 0

That doesnt work.  just goes right back to the old page with no help

Stately_P
Visitor
1 0 2

If you are on a "pause" plan, there is currently no option available to contact support. This needs to be fixed. 

So even though I have a website with Shopify, I cannot inquire about an issue unless I'm paying?? So in other words, a "pause" plan makes you not important to this company anymore, even though I've had an active store for 2 years?

Colmh
Excursionist
15 0 30

That link just sends me in circles of an FAQ rather than an option to live chat.. 

 

simonpackham
Excursionist
19 0 19

@TyW ERROR IN PROCESSING Hi. I have an issue of a customer ordering and paying for items in my store (he even showed me a bank account print to confirm it), but the order is in Abandoned Checkouts as unpaid.

 

Additionally, he experienced issues with despatch address suggesting the Zip code didn’t match the address. I have subsequently tried this and it successfully goes through. He has provided screen prints. If you are able to access this, the item is dated June 7th 16:24 (GMT+1)

 

Regards,

Simon.  simon@andchocolate.co.uk

fcs
Visitor
1 0 1

This doesn't help at all. I need help ASAP! 

No Chat, no e-mail. Phone only has a message saying to go back to the website for help and then we are supposed to get a call back. No options anywhere to request a call back or email, or chat.

I just subscribed I'm thinking in canceling pretty soon if I'm not able to contact anybody. I'm not even sure I will be able to cancel and then I will be paying for a service I'm not getting.

simonpackham
Excursionist
19 0 19

Persevere with Live Chat. When I eventually found it, they were quite helpful with my query. 

Try: https://help.shopify.com/en/questions#/contact/chat

Caralyn
Tourist
6 0 0

This is ridiculous. Can't get a call back. This option has disappeared. I have wasted 2 full day on this. How in the world can one gety support. Chat and email is not an option for my issue!!! so frustrated!

simonpackham
Excursionist
19 0 19

Hi @Caralyn , I be just tried my link above again and it took me straight into the chat box (after signing in). Don’t know about telephone support: I never did find a number.

multiscale
Visitor
1 0 0

Shopify needs to bring back the email support.  I do not have time to wait on chat back and forth pleasantries to submit bug reports or ask support questions, meanwhile I'm tied to the screen in a real time conversation.  Email is the best way to do this.  Fire off a quick message summarizing or documenting the problem, go about your business, then get a solution within hours.   

Shopify needs to bring back the email support! 

 

Mason6
Tourist
8 1 9

@multiscale wrote:

Shopify needs to bring back the email support.  I do not have time to wait on chat back and forth pleasantries to submit bug reports or ask support questions, meanwhile I'm tied to the screen in a real time conversation.  Email is the best way to do this.  Fire off a quick message summarizing or documenting the problem, go about your business, then get a solution within hours.   

Shopify needs to bring back the email support! 

 



Pretty sure they still have email support:

https://help.shopify.com/en/questions#/contact/email

AliOliUSA
Visitor
1 0 0

HELLO is anyone from Shopify Support reading this thread?

There is no where to contact support.  If I click any of the links provided in this thread, they all lead me to the same "dummy page" for help.  I have logged in etc etc and it's all the same, everything leads to the same "dummy page" where there are no clickable contact links, WHAT IS GOING ON??????

Shopify support.jpg

Mason6
Tourist
8 1 9

@AliOliUSA wrote:

HELLO is anyone from Shopify Support reading this thread?

There is no where to contact support.  If I click any of the links provided in this thread, they all lead me to the same "dummy page" for help.  I have logged in etc etc and it's all the same, everything leads to the same "dummy page" where there are no clickable contact links, WHAT IS GOING ON??????


 

Looks like they are currently having server issues. Does the same for me. I imagine this is only a temporary problem.

 

Try this link again in a while, it should take you there once the server/hosting problems are resolved.

https://help.shopify.com/en/questions#/contact

fulloctave
Visitor
2 0 0

One aspect I enjoyed about Shopify was I could speak to a person directly and they always helped me.  Now there is no number only this support site with info links and generic info.  I am rather upset - why would Shopify do this to their customers??????

jakebullet
Visitor
1 0 0

This absolutely does not work. No matter what contact option I pick, it runs me in a circle.

1. select contact option

2. "Please select a store to get support"

3. redirected back to the help center

4. find the contact options again

5. repeat for infinity.

 

Phone numbers are all disconnected, every other method runs in an impossible circle.  I need help RIGHT NOW, and there is not a single way to get it. Unless someone from shopify calls me, I'm out of business because of your inability to provide support.

Mason6
Tourist
8 1 9

@Milky_Way_Shop  , @jakebullet 

 

Are you using this exact link: https://help.shopify.com/en/questions#/contact

 

For me, this link opens a page that looks like like this:

197aa661dc4dba554ab8ce73c32080cd

 

The chat options has always been very helpful for me.

 

Sometimes when they are very busy, this page will not appear, and instead take you straight to an "email us" page. But I've never seen the issue with the help center loop before.

 

Joseph_Moore2
Visitor
3 0 0

I'm sorry, but it has become spectacularly difficult to actually speak to a Shopify representative. I am experiencing a weird glitch on my shop. None of the forums help with this. Shopify's current "Help" system is designed to keep one in a continuous loop of help pages and logging in. I have been asked to login to my account no less than 6 times over the last 10 minutes. Each time I thought I would be connecting to Shopify Chat Support, but NO! It's just a loop to return to the their community forums. 

This is total crap. 

Yes, I am very much aware of the Covid situation. Shopify has now had plenty of time to adapt and it's not even clear how much of a factor that really is. It appears that Shopify is down-sizing and downgrading the entire customer service operation and possibly using Covid as a pretext for it all. 

You are a billion dollar company. There is no excuse for this complete lack of support. Help Pages and Community Forums are not going to resolve my issue. I am paying Shopify, but this is increasingly a one-way street in which you take my money and offer as little as possible in return.

Extremely disappointed.

thehouseofbubs
Visitor
2 0 0

Hello

I am unable to get in contact with Shopify support - it keeps taking me on a loop round with no end or option to contact shopify? 

I read on one of your other help queries to clear your cache/cookies which I have done and still no luck! Please help! I need some urgent Shopify help!!

 

Thanks,

Pandora

yoggin
Visitor
1 0 0

I'm unable to log into my shopify from my computer anymore and Shopify has no contact for support anywhere on the website. 

 

My issue says "We've received excessive or malicious requests from your computer or network. To continue, confirm you are not a robot." Has reCAPTACHA except no matter how many times I go through this it won't let me login.

 

Where is this 24/7 support?

fulloctave
Visitor
2 0 0
What is sad is there used to be a phone number a person can call and get great help, but now there is no number.
thehouseofbubs
Visitor
2 0 0
I don't understand what has changed in the past couple of months as it used
to be super easy to contact them? I have tried cleaning cookies/captchas
and that hasn't helped either. Also tried on numerous devices with the same
problem.
Is there not a generic number we could use to contact them? The only other
solution would be to set up another account in hope to get a contact number!
essence-alchemy
Visitor
1 0 0

I have tried this multiple times all to no avail . . . it has me going in circles . . . .is there really no other option???

Mason6
Tourist
8 1 9

Update to this, just found this link: https://help.shopify.com/en/questions/partners#/contact

It seems to have a phone option.