Can I contact Shopify directly by phone for customer issues?

[Michael_Lempert]

Has Shopify become yet another provider that is impossible to contact via telephone?  I find little more frustrating than not being able to reach a real person - and a real person who can actually help. What phone number can I call to speak with someone about a customer issue. Phone number please, don't point me to an automated system.

Mike Lempert

[Greta]

Hi there, @Michael_Lempert!

Thank you for posting in the Shopify Community, I'm happy to provide you with some more information about getting in touch with our Support team. 

We do not have a direct phone number to call, but rather a callback system. This definitely doesn't mean you won't be able to talk to a real person! We have this system simply so that you don't have to stay on hold for longer than necessary. Here are the steps to get in touch:

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in (recommended) or Continue without logging in
3. Use the Search Bar to look into your current issue, such as "Issue with theme" or "Request callback"
4. Scroll down to where it says Get support and click Continue
5. Choose Chat With Us, Schedule a Callback, or Email Us

If the Callback option isn't available at the time you follow these steps, it may be because the queue is currently full. In these cases, I would give it 5-10 mins and then check once more. Please also note that the callback option is only available when you are logged into your Shopify account.

Once you follow those steps, you'll be connected with a Support Advisor who will be able to help you out with your question. If you log in through the Help Center, you will already be authenticated so your Support Advisor will already have access to your account information, which again will save you time! 

I hope this information helps, and please let me know if you have any more questions. 

[unhappycustomer]

This is a typical robot response from a company that provides bad customer service!!

[paulklecka]

Hi Greta,

I too  have an issue with Shopify. I want to terminate my Shopify account. Withing your circular loop of web pages there is no option to do this without being redireceted back to the same page I've now seen a dozen times. Closing my account can't be this complicated!
https://help.shopify.com/en/support/confirm-account-details?returnTo=/en/support/login

[Greta]

Hi, @paulklecka!

I'm sorry to hear you're having trouble getting in touch with our live support team. Based on what you're describing, it sounds like you may be experiencing a browser/device issue, since you shouldn't be going in a loop when trying to create a support ticket. I recommend clearing your cache/cookies, using an incognito window, or another device, and following the steps below to contact our support team:

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in (recommended) or Continue without logging in
3. Select the support topic that best suits your inquiry (such as Account or Store settings)
4. Scroll down to where it says Get support and select one of the available support options

You'll then be connected with a Support Advisor who can review your account and help you with your queries. 

If you're looking to close your account, you actually don't need to contact us to do so! The steps are outlined in this help document, and I'll also include them here: 

1. From your Shopify admin, go to Settings > Plan.

2. Click Deactivate store.

3. If applicable, review the options to switch to the Pause and build plan, or start a new store.

4. If you still want to deactivate, then click Deactivate store.

5. Select a reason for the deactivation, and then click Continue.

6. Enter your password, and then click Deactivate now.

I hope this helps — please let me know if you have any other questions. 

[Michael_Lempert]

I have been able to request and receive a phone call from Shopify support. It takes a little time to find it and remember where to go.  That is helpful separate from whether or not the problem gets resolved.  However, when using the automated trouble response, it would be enormously helpful if it did not create a loop, At some point when options have been exhausted, the option for a call back should be displayed. 

[paulklecka]

Agree 100%. How arrogant to assume that I want to close up my account and there is no easy option provided.  C'mon Greta - let's get it done.

PK

[WestCoast1]

I have deactivated my account and would like confirmation that billing is also cancelled. 

Since I deactivated my account, my access to the "Shopify Help"(if there is such a thing) I am unable to access. 

I find this extremely frustrating and a deterrent from further using Shopify as a company service.

I would like insurance that my account has been deleted, as well as my billing information. Please provide me with direct access to this information.  

[Greta]

Hi, @WestCoast1.

Thanks for your comment. Once you close your account, we no longer bill you. I'm unable to provide account-specific support through the Community Forums, but if you get in touch through the Help Center, we can confirm whether your account has been closed correctly. You should be able to log in through the Help Center even if your account is no longer active, but if you're having trouble, you can select the I don't have an account option. 

Please let me know if there's anything else I can help you with. 

[Dan61]

So in other words, Shopify longer has a contact support phone number, and we have to rely on an arbitrary system which will probably end up calling us either at a difficult time, out of work hours, or not at all...

I mean this “fantastic” system definitely works for FaceBook - something where I had to basically close my FaceBook store due to being completely unable to contact their support...

[Greta]

Hi, @Dan61!

Thank you for sharing, I definitely understand where you're coming from. I have gone ahead and submitted a future feature request to our developers on your behalf, and I've included your feedback. I can't guarantee this change will be implemented, but if it is it will be included in the Shopify Changelog, which you can check up on for updates!

As for our current callback system, the wait isn't relatively long to receive a callback, and you are shown the estimated wait time before you put in the request. The wait time typically ranges from 1 minute to 20 minutes, so we won't be calling you at random hours! You can see what it looks like here:

I hope this information helps, and please let me know if you have any more questions.

[Kaydence80]

I found a phone number for them but it only gives you 2 options. I need to help with creating your shop and that too is automated 😤😵‍💫😿 i canceled my account almost a month ago. Because they kept charging me for 2 months, and I wasn't using it. And they are still charging me 😤 i tried everything I could to get in touch with them, and I couldn't so I went to the better business bureau. This is ridiculous that they do this, because now they trap us into getting our money and there's no way to get it stopped. I thought it would stop after I canceled it. But no, it won't it won't stop😤😵‍💫 I'd like to know how to talk to a human and not automated!!