24/7 Support Live Chat with Shopify

[ElizabethO]

Hello there!

I am trying to find where the 24/7 Live Chat Box is to talk to someone at Shopify and can't find it anywhere. I have logged in to my account and searched everywhere (I think) and still can't find it. I've even looked at the community and selected the link that a Shopify suggested but it keeps sending me back to the same area where there is no live chat. Poleeeeese help! 

🙂

This is what I'm doing...

Logging In

Selecting "Shopify Help Centre"

Scrolling to bottom and selecting "Contact Shopify Support"

Then it asks me to select my store again and it keeps looping through this whole process

Most frustrating...

[Don]

Hi there @ElizabethO!

Sorry to hear you're feeling frustrated with accessing account support thus far.

Thank you for sharing that info on what seems to be happening for you there, that's super helpful!

There are a couple of things I'd like for us to check out, to see if we can clear this up together.

Firstly, I'd check to ensure your browser is supported for use with Shopify, and is as up-to-date as possible.

Most major browsers are supported up to their two most recent versions, so if you're updated you should be good to go on that front.

If you're unsure about any of this, you can just click on this link here using the browser you're using to access our Help Centre and copy and paste back the short link you're given there to me here.

That will allow me to check out some info on your current theme.

Finally, for now, if you can clear the cache on your browser as outlined here, that can often resolve issues with using forms online such as this.

Let me know how you get on with these steps and share that browser info link if you're still encountering any difficulty after putting them into place!

[ElizabethO]

Hello Don!

Sooo good to hear from you!

Here's the details about my browser. As far as I know it's up to date 🙂

https://www.whatsmybrowser.org/b/YYOCZ

I have already cleared my cache yesterday when I was having issues. Unfortunately I still can't find the 24/7 support chat.

Thank you for your time in advance - Look forward to hearing back from you!

🙂

[Don]

Thanks for getting back to me here @ElizabethO and thanks also for sharing that info on your browser and the steps you've already taken.

That link you have shared here confirms this is an updated, supported browser that you state has recently had the cache cleared.

In order to investigate this further, would you be able to record what happens when you try to access those support options on the Help Centre page using a free program like this one here? 

This will allow us to get a better understanding of what is happening for you and share that with our tech team internally.

I would also ask if you would be able to check to see if you can access these options using a different device, browser, or internet connection (eg using mobile internet instead of wifi or vice-versa) where you are to see if the issue is present there.

I look forward to getting this checked out for you so you can get the support you need!

[ElizabethO]

Hello Don

Thanks for getting back to me & sorry for the long delay. It's been in my "too hard" basket unfortunately because I am not all that familiar/confident with the back end of Shopify. 🙄

Anyway, I have tried to access the 24/7 Live Chat feature via another device as you suggested (my mobile) however I am still having the same issues - can't seem to find 24/7 Live Chat anywhere and it keeps me looping around the same process...

I select "24/7 Support" > Then I get "What do you need help with?" > I select my Shopify Store > I select "Explore the Shopify Help Center" > At the bottom of the page I select "Contact Shopify Support" and then it loops me back to "What do you need help with?".

Am I missing something? I feel so stupid! 🙄

Is this chat just between you (Shopify) and I, or can the whole world see how dumb I am!?

I'm confused about the link you gave me above - it's taking me to ScreencastOMatic and asking me to sign up. What's this for?

Lastly,

[Don]

Hi again @ElizabethO!

Thanks for getting back to me here again and for sharing that info on what's happening for you, that's really appreciated.

We're currently communicating via our Community forum where you posted originally, though you may be replying directly via email.

Not to worry, as we're here to help you and currently that means supporting you with being able to access our Help Centre!

I had linked you to a free screen recording service we suggest to merchants when it would be helpful for us to be able to see what is happening for them in real time versus seeing screenshots.

However, you've already given us info we can use to understand what's happening on your end so it's not going to be necessary for the moment!

Based on what you described here, I think our best next step would be to clear the cache on any browser you're using to access Shopify or our Help Centre.

I know you mentioned you had tried this already, but based on the behaviour you've described here, the next thing we'd need to check is ensuring this has been done correctly, or again if necessary.

There's a good general guide here on this link that shows how to clear the cache on most browsers, but if you can let us know which one you're using we can check for more info on that particular one.

I look forward to helping you out in any case!

[Jennifer09]

This is ridiculous, I am trying to find it too or at least send an email. Sadly I am trying to buy POS items, why in the heck would Shopify offer us, THEIR CUSTOMERS, such awful customer care... All about the $$$ and saving a buck... so disappointing, I am so glad I treat my customers with such care. Shame on you Shopify. And your new dashboard SUCKS!

[szops]

Hi! What you need to do is write to the shopify bot - https://help.shopify.com/en . If you repeat that it does not help it will ask you if you want to speak with a Support Advisor. If you agree you will start a chat with advisor

[JaylaFerrell]

• Sucks ahh!!!!!!! Excuse my language but WTF!! Can’t find shit I’m irritated asl . 

[Raluca08]

Hello , could you please help me!!! Why at the check out it say shipping not available for this address even I set up Ireland as a shipping area . It’s soooo frustrating 

[Raluca08]

I have the online store and everything else it set it up .

[Luxeisle]

Having the same issue - no more option to contact support directly and the bot doesn't even respond!  REALLY DISAPPOINTED SHOPIFY 

[Luxeisle]

"24-7 Support is no longer true" FIX THIS SHOPIFY or lose your customers!

[majesticjewels]

Started the Shopify $1 mo trial and just found out that I cannot talk to a support agent. I am shocked given the pricing, very very frustrated that I have spent time building my store, linking accunts, etc just to find this out.

Unreal.

[KellyP_RindLdy]

I have had shopify since 2019 and it's never been this way I've always got a live agent when needed so I'm trying to figure out where the feature went myself.

[MicaSVG]

Hello, I'm having trouble with shop pay, IT says that I Need válidated account. 

Thank you

[LashGW]

I was auto charged with 25$ from my card I cancelled it right away and need a refund 25$ doesn't seem much bhi in my country it's 7000/

[SCROW88]

I had almost a $500 dollar bill this month and I only have the basic package 

[Luxeisle]

Congrats 🎉 you must have had a great selling month!

[SCROW88]

My bill for this month was almost $500 dollars. I only have the basic package 

www.therusticcowgirl.com

[Mayracardoso]

I was charge $105 for yearly plan 😕 I haven’t used my account in while. I wanted to know if I can get half of the money reimbursed to me 😕

[GGGGGGG]

Hi, I have been scam by a store called crete.pieces they have an instagram gram and everything. They have now deleted all there post and it has been over 4 weeks I spent over a hundred dollars on there shopify store and have been scammed. Is there any way you guys can refund me or help me out to get my money back.

[sabiane]

Same, I’ve been trying to contact shopify about a similar case but they seem to not care at all. My order confirmation URL is not working so I can’t do anything, I guess we both got scammed… Pathetic Nonexistent Customer help from Shopify

[Blair]

Hi @sabiane, 

Thanks for reaching out to the Community. 

I definitely understand where you're coming from regarding an order that you placed online and would be happy to share some insight on how we can help. 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. If however, you placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. 

If after 4 weeks you still have not received your order, we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns. 
 

[Dthomas8214]

Hi I have been charged unauthorized funds from shopify I cancel this account last month.