2023-08-22: Internal Server Error when reaching Shopify help center

[JOME]

I cant reach the help center from my Shopify account, I always get "Internal Server Error" plus since I use the USD currency, Shopify have set my primary market country to USA and I can't change it unless I change my currency. I want to know if there is a way to keep using the USD using another country as my primary market.

[newuser5]

I'm having issues with my Shopify Checkout and need to get help from support team but each time I click on Shopify Support this message appears 

Internal Server Error

 Does anyone know why? And also how can I contact support via email?

[wiserfinds]

Were you able to figure what the issue was b/c I'm getting the same thing when I try to access their Chat support and there is no contact phone number to reach them.

[pissedoffpers]

Okay this is my second day with shopify and i cannot even call Shopify directly i have request a callback . Also i cannot access the support link . It just says internet server error . Look shopify has over two millions customers you guys can afford to bring on more support staff. This is ridiculous. 

[Sindoora]

Hey! so sorry to hear that 😞 
I don't think you can call support anymore directly, but what do you mean you can't access the support link? Does this link help?

[gezkus]

This is the only link that worked for me. At first prompted me to ensure that I had added a name and email to my store account, which had an email but not a name. After I added that, I was able to access your link and navigate to the support area I needed despite receiving the internal server error message multiple times. I tried leaving a chat support request, but once the chat widget popped up it gave me the message "We were unable to connect you with Shopify Support. Please use another contact option." I went back and used the leave a message feature, hopefully I'm finally able to resolve my issue through that. Thank you for the link!

[pissedoffpers]

Omg i just got shopify today and i am already pissed off , i cant even access the help link cause it says internet server error. I think this will be enough to go back to my other website host . 

[Lumirze]

This is 2023, I do not know if shopify has stopped their live chat access, When i try to connect to someone (agent) says internal error server, I sent an email this is what i got below italics, get help from support team but no access to them.      Please i need to speak to someone let me know what exactly i need to do, My customers can not make payment, and it is affecting sales, I attached the error message i got on the checkout page, I need an answer ASAP, it is not on test mode, and no prompt for verification.

Thanks for contacting Shopify Support!

A support ticket has not been created.

We are changing how we best support you. As part of these changes, [email protected] no longer accepts incoming messages, this includes when you reply to a support ticket after it has been closed.

Our Help Center is the best source on everything Shopify and the fastest way to get help from our Support Team. There you can continue your conversation by opening a new ticket in a number of channels.

We’ve been working hard to improve how you get help from Shopify Support. By contacting us via the Shopify Help Center, you have access to suggested resources as well as a number of time-saving steps like pre-authentication that will allow us to tailor your support experience.

Trouble logging in or authenticating for your store
Please first try resetting your password. Follow this step by step guide or get help from our Support Team.

We look forward to hearing from you!

Shopify Support

[wiserfinds]

Were you able to figure what the issue was b/c I'm getting the same thing when I try to access their Chat support and there is no contact phone number to reach them.

[Lumirze]

This is 2023, I do not know if shopify has stopped their live chat access, When i try to connect to someone (agent) says internal error server, I sent an email this is what i got below italics, get help from support team but no access to them. Please i need to speak to someone let me know what exactly i need to do, My customers can not make payment, and it is affecting sales, I attached the error message i got on the checkout page, I need an answer ASAP

Thanks for contacting Shopify Support! A support ticket has not been created. We are changing how we best support you. As part of these changes, [email protected] no longer accepts incoming messages, this includes when you reply to a support ticket after it has been closed. Our Help Center is the best source on everything Shopify and the fastest way to get help from our Support Team. There you can continue your conversation by opening a new ticket in a number of channels. We’ve been working hard to improve how you get help from Shopify Support. By contacting us via the Shopify Help Center, you have access to suggested resources as well as a number of time-saving steps like pre-authentication that will allow us to tailor your support experience. Trouble logging in or authenticating for your store Please first try resetting your password. Follow this step by step guide or get help from our Support Team. We look forward to hearing from you! Shopify Support

[JOME]

I am getting the same error, and I Paid twice for shopify to activate my website, plus on their blog they offer the first 3 months for 1$, and I should start paying the whole fee in September, I have just subscribed!!!

[Hello132]

Hi there, I am unable to access help.shopify.com when I am logged into my account. I get a "internal server error" message. As a result this has prevented me from contacting support to look into this issue. I have tried using different devices/internet networks, cleared my cache, used safarai/chrome, rebooted my macbook and I am still getting the same error message.

[ChrisW4]

I am experiencing the exact same issue. Shopify Status page says no issues 🤨

[Hello132]

I still get the same internal server error issue even after following the steps you outlined. 

[caybo]

This is very frustrating.

Shopify help centre is down again with no way to contact support.

How is it possible for such a big company to not have working support channels for a tech company? There are much smaller and much bigger companies that do this a lot better.

Worse yet, you contact [email protected] to be notified they don't respond to emails anymore and redirect you to a support page that doesn't work.

[Don]

Hi there, @caybo!

Sorry to hear you're encountering this difficulty with accessing support via our Help Centre and I'd like to work with you through a few steps to see if we can't resolve this.

Our developers have identified an issue leading to this error for some of our merchants.

Generally speaking, for issues with using forms online like this it's always a good idea to clear your cache, and in the case of using Shopify make sure your browser is up-to-date and that it's supported for use with Shopify.

Specifically for this error, we advise merchant to log into their Shopify admin and fill out the info in the Settings > Store Details section, save that info and then try to access the Help Centre again using an Incognito window in Google Chrome.

We have also seen that simply waiting a few minutes and attempting to access the Help Centre once more allows some merchants to proceed.

Let us know how you get on with these troubleshooting steps, and if the issue continues to persist when using the process outlined above.

[caybo]

Hi Don.

I do appreciate your speedy response and irrespective of the frustration with the platform appreciate your feedback. I will try those steps. Unfortunately, it seems admin.shopify.com itself is down for me at the moment as well, so I will have to try again later. This is even in Incognito as you can see in the screenshot.

[caybo]

Hi Don. I did try the above, but still no success.

I also have an issue where I can not see any of my messages from Experts for whom I have requested work. The page is just blank and when I click on my active jobs it renders "Page Not Found". Not sure if you have any advice for me on that topic.

[ChrisW4]

I've tried all of the above and more. Have been dealing with this for 24 hours. I urgently need support on my site. Can't believe there is no way to get a hold of a human at Shopify! No email to text, no working phone number to call.. It is literally impossible to get support at this current moment. 

[Mamabevz1]

My shopify payouts are on hold and its been 4 business days. It happened out of nowhere- and i cant even get a hold of anyone. Whenever i try to start a chat or go to the help center, it says "internal server error" its very frustrating and i need the funds to keep my business running. Why is it so difficult to get a hold of someone???

[Vicky83]

I'm having the same issue, cant get hold of any one as Help centre isnt up. Shopify sort it out!

[Mamabevz1]

Omg it’s nice to know it’s not just happening to me but it’s annoying nonetheless. How come they don’t have a phone number to call? It’s pretty ridiculous especially if it’s on important matters like peoples money! I tried to send an email but got a reply saying there was no ticket created

[lesvacances]

Hi all,

I receive an "Internal Server Error" when trying to access help.shopify.com (but only when I am logged in to an account). This happens also in Incognito.

We need shopify support.

Thanks

[Nissia]

Hi I was in Arian Morrison 3 day launchpad which started today we had questions we couldn’t get answered I mention we should contact Shopify support since he never answered any of our questions maybe they could help us and he removed me and I can’t contact support as if he did something to my account so I post here please contact me asap this is horrible says internal error everytime I try to contact support 

[Quantum_Light_P]

Hi,  I'm a new user trying to access the Shopify support page. All I get is "internal server error". I'm starting to wonder if I should even continue to use Shopify. I've been trying for several hours now.  There's no phone number, no email, nothing if you can't access the support page. I'm even having trouble posting this question. It keeps warning me against posting "private information" even though I didn't include any.  Does Shopify want my business? I'm beginning to wonder.

[yourdesires]

Hello! I was trying to contact Shopify support and I had a message on the page where I landed:

There’s a problem loading this page

There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page.

Is there any issue with the platform or it's just an issue with my account for no reason?

I am trying to open my shop and this issue is delaying my wor

[Aashish_Bhatt]

Hi @yourdesires 

Welcome to the Shopify community! Thanks for asking a good question on the community.

I am Aashish -- Shopify Expert here to help you.

As I understand your problem maybe this is the issue of cookies and cache. So, please clear them first or try to open in Incognito mode.

Below is the URL of Shopify support

https://help.shopify.com/en/support/login

[yourdesires]

I tried from 3 different browsers and from my smartphone, but it showed either this message or "Internal Server Error". I don't know what's happening....

[yourdesires]

I also cleared my cookies and cache, but it still can't load the help center page. I don't know what is going on with this platform. Really....

[Cravve]

I've been trying to access the help centre/support for days and either receive an "internal server error" or "page does not exist" error. What's going on??

[Rick]

Hi @Cravve 

Thanks for reaching out and welcome to the Shopify Community.

I understand that you are seeing an error when trying to access our help center support - that's certainly not ideal. As you can see on our status page here, we have no current outages related to the help center so this is likely to be a localized issue. Are you seeing this error when navigating to the main Shopify Help Center page here?

If so, I would suggest clearing your browser's cache and cookies as this can help to resolve issues related to accessing certain web pages. After you clear your cache and cookies, try accessing the help center again to see if it works. Another thing to check is your internet connection - ensure that you have a stable internet connection and that it's working as expected on other websites. Unstable or slow connections can sometimes lead to errors while accessing web pages.

Also, it's worth making sure you are using an up-to-date and supported web browser, and that the device OS/firmware is up to date also. Shopify supports the latest two versions of all major browsers, and we generally recommend using Google Chrome.

[Cravve]

Hi Rick, 

I've tried to access the help centre and support on two different computers with two different IP addresses on two different browsers. I also clicked you link, typed a question into the virtual assistant, was redirected to choose my Shopify account, and then received the same "internal server error" message. I need to activate third-party shipping rate visibility on my store and want to confirm that upgrading my plan to annual payments will achieve this in the immediate-term, but also need to know that I can access Shopify support in the long-term.

[wiserfinds]

Were you able to figure what the issue was b/c I'm getting the same thing when I try to access their Chat support and there is no contact phone number to reach them.

[Cravve]

Nope - "Rick" has gone AWOL too. Very disappointing. 

[mindbodyhome]

Same thing happening here. Just trying to chat with someone as we were thinking of transferring over from Squarespace but after reading this thread are now concerned with the lack of customer support -- which is one of the issues we never encountered with Squarespace.

We need some questions answered prior to transferring and are now wondering if the change is necessary if Shopify allows customer service requests to go unanswered. 

How do we get ahold of someone? Tried all the cache clearing and jumping through hoops and ladders and it's all not working.

[caybo]

I would stick to Wix and Squarespace until Shopify can get things in order and working properly. Shopify is great when everything is working, but when it isn't it can take weeks to resolve an issue.

I have had a few issues now where there is seemingly no clear solution.

I would imagine starting by fixing the support channels shouldn't be an impossible task but it seems like it is not a big priority for them.

[AlewinePottery]

DOn't know if it'll work for everyone, but I was able to get it to work by opening an incognito window and going through all the steps again via that.

[TyW · Accepted solution]

This topic has been locked due to age 

If you are encountering issues accessing Shopify review shopifystatus.com as well as posting a new topic in the most applicable discussion board. Thanks for your patience and understanding!