Why can't I reach customer support for my online store setup?

Fuzzwick
Tourist
8 0 2

I've been paying for a store that doesn't seem to be able to be setup properly. I was able to contact customer support a while ago by phone but now it's impossible. I keep getting emails showing me how to get the number but it's impossible. It always comes back to help center. I'm pissed to say the least. If I would have known I would have gone with another platform. This is awful service!!

Replies 8 (8)

Daniel
Shopify Staff (Retired)
1122 78 173

Hi there, @Fuzzwick

 

I definitely feel your frustrations here and will do my best to outline how to get to our phone support. 

 

You can visit this link to be redirected to our 24/7 live support teams. You will have the option to speak with our agents via chat, emails, and if available, by phone. If the phone options are not presented to you at the time when you reach out, it simply means that the queues are full and to try again later. 

 

Now for more detailed instructions to actually get to said queues: 

 

  1. Follow that link mentioned above
  2. Log in with your store credentials
  3. Enter in the search bar the topic of your query
  4. If the lists of articles presented still do not answer your inquiry, feel free to scroll all the way down where you will see the button for Get Support.
  5. Once you click on this, you will be presented with all the queues available at this time.

 

Definitely let us know how this works out for you or if you need further help with this. 

To learn more visit the Shopify Help Center or the Community Blog.

Fuzzwick
Tourist
8 0 2

Hello Daniel

 

Thank you for your reply but same result. I follow the steps and it brings me back to the beginning continuously. Keeps opening new windows every time I try. This is so stupid! So easy displaying a phone number on a website. 95% of companies do. Except Shopify. 

Daniel
Shopify Staff (Retired)
1122 78 173

Are you able to share with me which part of the process you are having issues with? The more information you are able to provide, the better, so we can help you accordingly. 

 

As mentioned above, when you follow the steps and reach out to our Live Support teams' queues, if the phone option is not available, it means that the queues are full and to try again later for phone support. However, email and live chat supports are available to you, 24/7. 

 

The last part of the process should lead you to this page: 

 

29-27-31347-67766

 We also recommend you clear cache and cookies and/or go into private/incognito mode as a common troubleshoot for this issue.

To learn more visit the Shopify Help Center or the Community Blog.

Fuzzwick
Tourist
8 0 2
Good day

When I click Contact Support it asks me to enter the store name. I do that and login. Then it brings me back to Help Center. And so on. It’s continuously in a loop. Can never see a phone number. I always get back to this screen. It’s frustrating. I cleared the cache on Chrome and Firefox. Not using Safari
Daniel
Shopify Staff (Retired)
1122 78 173

Thanks for the additional information here. 

 

It seems that you are on the right track. You need to refer to step 3 from my initial response. Upon entering your log in credentials, you will be presented with the Help Center/search bar. This is where you need to enter the topic of your inquiry which will then result in some articles that may help you. In order to reach support, simply scroll all the way down past these articles. This is where you will see the Get Support button. 

 

Upon clicking the Get Support button, you will then be presented all queues available for support. As mentioned, chat queues will always be there as well as email. Phone support will only be available if the queues are not at capacity. We do not provide any phone numbers as you will simply get in line and the next available agent will be able to help you out. 

 

I have also attached some screenshots for your reference: 

 

30-38-93221-71625

 

30-39-45778-82912

 

I hope this clears up some of the confusion here. I also recommend you refer to the steps outlined above when you reach out again so you have a point of reference and are aware as to what to expect in this process. 

 

Moreover, I have taken note of your frustrations regarding how this process is set up and have ensured the proper teams responsible will be in the know of your trying experience. 

To learn more visit the Shopify Help Center or the Community Blog.

Fuzzwick
Tourist
8 0 2

Good day Daniel. thanks for the advice and reply to my message. Unfortunately you are the 4th person that tells me the same thing but it doesn't work. I keep getting sent back to login and it opens a new window each time. I can never see if I am in a queue or get a phone number. I've tried this with Chrome in case you tell me Safari isn't supported and this is what I get. I was told I would get a month credit for all the time I've lost and not been able to get my store up and running but I never received it either. I also have been told my Shopify Store is all set up yet at the top the page in my settings it says 5/6 steps completed. Again I will stick to my guns Shopify Support is awful. Conacting simply by email or on the forum is the worst. I have never in my life experienced this before. I will now go on all my social media platforms and post this so all can see. So dissapointed I chose Shopify

dropship_helps
Shopify Expert
1823 56 281

Hi @Fuzzwick 

 

Please check this video to contact shopify live chat support.    https://youtu.be/Gg7ACi6QMXA

Fuzzwick
Tourist
8 0 2

Hello

 

Thank you for your help but it is a sad state of affairs if I need to watch a video on how to contact customer support. Don't you think? I know how to contact them. Problem I'm having is after the steps are completed no phone number shows up and it brings me back to the help center and I have to start all over again. Tried on Safari, Chrome and Firefox. Same crap. Thanks anyway