Cannot contact customer service

Odi
Tourist
3 0 1

Hello,

I have been trying to contact shopify's customer service for over 2 days but it seems like the help center has a glitch or turned offhand it either shows page cannot be found or just send me on a infinite loop, please kindly help me with any solutions possible.

thank you in advance for your help and advice!

Replies 6 (6)
Nick_Marketing
Shopify Partner
848 204 253

Direct contact page link: https://help.shopify.com/en/questions#/contact/

If the link keeps redirecting to the home page, try opening the link in Chrome Incognito mode.

- I am an eCommerce and Marketing Technology consultant based in Toronto, CANADA.
- To inquire about consulting work availability, please send me a Private Message.
- For Shopify Tutorials, Subscribe to my YouTube Channel.
Kimi
Shopify Staff
233 32 64

Hi, @Odi!

The issues you're experiencing with the Help Centre sounds like a potential caching issue with the browser that you're using. You can try clearing your browser's cookies and cache, or by logging in to your store on our Help Centre through a different web browser altogether, or a completely different device.

You can also try logging in via incognito or private windows, as mentioned by Nick above, to rule out any browser issues. When using an incognito mode, if you're still experiencing the same issues, you can check if you've disabled your browser extensions, as these can also impact on your browser performance. You can also ensure that the web browser you're using is up to date on the latest version.

If all of those still don't work, you can try another internet connection, for example by switching to a cellular network on a phone rather than using wifi.

I know you're trying to reach out to our Support Team for help, but is there anything that we can help you with too via our Community Forums here? We can help troubleshoot general queries, though for account-specific support you do need to reach out to our Support Team via the Help Centre.

Kimi | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Odi
Tourist
3 0 1

Dear Kim,

I attempted the solution you provided but was still unable to resolve the problem I have, the problem is related to a specific order and I feel like it’s best not to discuss in the forum, is it possible to request a Shopify specialist to call me?

Thank you again

Kimi
Shopify Staff
233 32 64

@Odi

In order to request a callback from our Support Team, you'll need to do so via our Help Centre. Have you tried accessing our Help Centre from a mobile device, and contact our Support Team from there?

If you'd like and in the meantime, you can also reach out to our team via Facebook DM here. You're welcome to share screenshots of your order issues, and send them to our team via DM to help us troubleshoot. We'd be happy to offer general support too, via Facebook.

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Odi
Tourist
3 0 1
Hello,

I have attempted using multiple IP, computers browsers and the problem still persists. I believe there is a system issue with Shopify that is causing this problem. The matter is quite urgent and I humbly ask if there is any way I could reach a support team through any channel available.

Thank you so much again for your help in expediting this urgent matter at hand.

Thank you
Kimi
Shopify Staff
233 32 64

@Odi

I've just checked on our end, and we're currently not experiencing any downtime for users wanting to reach out to our Support Team via the Help Centre. If you're still experiencing issues with this, are you able to send us a screen recording of your attempt in contacting our Support Team, and the issue you're seeing on your end? You can send the screen recording to our social media team via a private message if you prefer, on the link I sent you on my previous reply.

I understand the urgency of your matter, so in the meantime if you have previously contacted our Support Team before, you can search within your email inbox for any previous tickets you've had with Shopify. You can reply to any of those tickets, whether they were previous chat, phone, or email conversations. Replying to one of those tickets will allow your ticket to be reopened on our end, and you'd be able to get in touch with our Support Team from there.

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog