Can't contact Shopify Support - No support advisors available

[empirecycles]

I've been trying to contact Shopify to change our account over to the Shopify plan and enable Third Party Calculated Shipping Rates for an additional fee.

I've asked the chat bot to put me on to a Support Advisor (estimated wait time 5 minutes) and have been waiting over 5 hours with no reply for two days in a row now - the chat bot just keeps telling me to wait a few minutes. Tried in several browsers in both regular and incognito mode.

Is there simply no support in Australia? There is no support email or phone number to access and the chat bot is unable to put me in contact with a human.

[Blair]

Hi @empirecycles,

Thank you for reaching out to the Community! I'm happy to provide some assistance with this request, to ensure it gets resolved. To confirm I'm fully understanding, could you please share a screenshot of what you're seeing once connected with our support team?

As we're not currently experiencing any known issues with the Help Center, I'd encourage you to attempt some additional troubleshooting steps. This will allow us to determine whether or not the error is related to a browser issue. For ease, I've gone ahead and listed a few steps below that you can attempt to see if this helps to resolve: 

• Clear your Cache and Cookies.
• Try Another Device (i.e a cell phone).
• Try using Another Browser (i.e Chrome, Safari, Firefox)
• Try Restarting your device.
• Make sure your device is Up To Date. 
• Try using Cellular Data instead of wifi 

Once you've completed all of the steps outlined above, you can attempt to connect with our Support Team again. This should resolve and allow you to have carrier-calculated shipping rates added to your shop. 

The connect with us, you can: 

• Head over to our Help Center.

• Enter into the chat box Contact Support.

• Log into your shop.

• Select one of the available support options.

Please let me know if you have any other concerns and/or if the issue persists. 

[AMW]

Is this an ongoing issue with Support Advisor? I've had the same issues. Tried all options to response below.