Where's the support phone and chat?!

New Member
3 1 2

Hi there, 

Why is it that a bajillion dollar company (that's you Shopify) QUIT phone and chat support WELL AFTER you became a behemoth-giant of a company?   That seems backwards.  Can you please value your clients and install phone and chat support again like you used to when you were a poorer smaller company who valued good customer service?  Can you STOP your accounting department from making sales/marketing decisions? 

I need support like once or twice a year... but when i need it, it NEED it.  I'm not inclined to jump through a labyrinth of support Q's just to find a permanent "chat is not available" option,  no phone number and forced into creating a ticket via email support and wait over a day to begin a support conversation that could have taken literally 30 seconds on the phone to resolve.  It's silly!   

These are tricks Bell Canada played on their website in 2005. . .  and even they know better these days and make it VERY easy to get support. 

PLEASE do better by your clients. 

Thank you. 

Shopify Staff
Shopify Staff
540 40 91

Hi, @MudandTrack.

Thanks so much for reaching out about this; I can definitely understand your frustration here. To clarify, we switched to a callback system earlier this year for our phone support, in order to eliminate extremely long hold times that we found our merchants to be experiencing. You can schedule a callback from our support page, however they may not be available at certain times depending on volume. 

In regards to our chat support, this has not been discontinued. To provide a little context, we had technical issues with our chats earlier today, which was why they were temporarily unavailable, however these are usually available 24/7 via our support page as well. 

Email support is always available there as well, however it may take a bit longer to receive a response, as you mentioned. If your issue is urgent, I'd recommend using the live chat support, or you can also message us on Facebook or on Twitter any time. I hope that's helpful, however feel free to let me know if you have any questions about your support options. Cheers. 

Brie | Social Care @ Shopify 
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