Re: What's up with Shopify support lately?

Are you also experiencing delayed responses from Shopify support?

2 0 0

My ticket was created over 10 days ago, and support still has not responded in the support inbox, let alone sent me an email as promised. 


As a long-time Shopify user, this is unacceptable. 


I have been locked out of a newly created Shopify store for almost 2 weeks, and support is nowhere to be found! 

Is anyone else experiencing such extreme wait times?


I've dealt with Shopify support for many years and never experienced such poor support until now. 

We are highly considering moving all future shops to a new platform. 






Replies 2 (2)

Shopify Partner
16 0 9

Shopify API started throwing an elevated error rate at us earlier this week. Had to do all sorts of workarounds. No reply from support. Just a ticket number. We're bleeding all over this and are considering moving our business elsewhere.


Shopify Staff
2034 264 239

Hi @dresac,


Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.


As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 


To connect with us, you can: 


  • Head over to our Contact Page
  • Enter 'Can't log in' into the chat box.
  • Select the 'I still need help' option
  • Select the 'Account Support' prompt to view our available support options.


If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled. 


To learn more about this security feature, you can check out our Two-Step Authentication document as it touches on this further. 


Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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