Contact Support

[Harry43]

I have been searching for Shopify's support information for the past hour+. I have tried their phone number that is out of service, I've tried their email that is no longer accepting emails. I have tried looking at all the discussions and all the solutions which seem like total bogus! I've tried using the bot function in the help center which is infuriating!! It doesn't even send a link when it says "Got it! Click select a store to connect with a support advisor." so there is nothing for me to select. I don't know what to do! How does anyone get any help around here? 

Note: I am a new user but my company has been using Shopify for years. Because I don't have the login to our account I had to setup a free trial account to try to get any help because that's all the website was capable of telling me. Very disappointing.

[Summer · Accepted solution]

Hey, @Harry43! Welcome to Shopify Community!

Do you have an account-specific concern, or an issue that requires us to access your account? If so, I'd love to ensure you get the support you need. Our ticket creation process has changed throughout the years, and we no longer offer support through phone and inbound emails. In order to be connected with our support team, you now need to chat with the AI assistant on our Help Center. I understand you have tried to do this but was unsuccessful, so I'll guide you through that process so you can successfully create a support ticket.

Now, you were already on the right pathway to creating a support ticket. When you're presented with an option to select your store, this is the authentication process that happens right before speaking with our support team. You can and should be able to click Select a store if you have an existing store that you can log into, however, if you don't have one or you do but can't log into it, you can click I don't have a store or I can't access my account. These options are illustrated by the screenshot below.

If you don't see any of these buttons, can you please perform some troubleshooting steps before attempting to create a support ticket again? You can try the following steps:

• Clear the cookies and cache of your browser
• Try a different web browser, as well as an incognito window or private browsing window, to rule out any browser issues. If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).

If none of the steps allow you to create a support ticket, let me know and I'll help you further.

Before I conclude my response, I thought I'd leave a reminder that we can help you with general concerns here. We don't have the ability to securely access accounts on Shopify Community at this time, so we can't assist with account-specific matters but we'd love to address any questions that don't require sensitive account information to answer. If you have a general concern, don't hesitate to let me know and I'll be happy to discuss it with you here.

[thischarmingham]

Are you seriously saying there's no human customer service anymore? What exactly am I paying this much money for?

[Summer]

Hey, @thischarmingham! 

To clarify, as mentioned in my last reply, you need to chat with the AI assistant to be connected with our support team. The AI assistant helps streamline the support ticket creation process and helps you get connected to the right team, however, this does not mean you cannot speak with a support advisor. Our support advisors are there to assist you when you create a support ticket by chatting with the AI assistant.

[thischarmingham]

Well I've been trying for several minutes and it just cycles and returns no replies. Why is this necessary. The old system worked.

[thischarmingham]

This system is deeply broken.

[Barry_Harrison]

The AI assistant is down. So how do I contact support?

[Prettytreasure]

Hi Summer I am having the same issue the help center button is there but won’t let me click on it I have been charged for a app for months codisto and it has not been working or available from the status it was non working months ago yet even this month I was charged where can I go to be refunded ? Please give link where there is support the one on the app is not working to reach you 

[Summer]

Hey, @Prettytreasure! Welcome to Shopify Community!

I'd love to help you out. Are you referring to the former Codisto app which is now Shopify Marketplace Connect? If so, our support team will need to access your account and share it with our billing team to determine if a refund is possible in your case. Therefore, contacting our support team is the next best step here. 

I understand you have had no success reaching our support team, so I'd love to help you with this concern and ensure you get the support you need. Before I continue, please make sure you uninstall the app in question as we can only look into granting a potential refund when the app is uninstalled. You can follow the steps on this page to do this.

Now, to try to fix the issue you're experiencing when contacting our support team, could you please perform all the troubleshooting steps I shared in the solution above? A local issue may be preventing you from contacting our support team and one of those troubleshooting steps will fix the issue if so. After performing each step, you may attempt to create a support ticket to check if any of them fix the issue.

If the issue persists post-troubleshooting, please share screenshots or a screen recording of it happening so I can take a closer look and find a solution. I'll be happy to help you further!

[ThePakiBruja]

Why is it ok to take peoples hard earned money and not offer phone support? Who  has time to play with any messaging system? I surely dont. I am a bruja and I dont take too kindly to anyone playing with me, my money or my time. My time is valuable and I am not ok paying MORE for absolutely nothing. It is a complete rip off and scam to charge people more for less. I'm a vodou practioner and I have no problem giving spirits permission to do what they do best. 

[Alchemist_John]

"If you don't see any of these buttons, can you please perform some troubleshooting steps before attempting to create a support ticket again? You can try the following steps:

• Clear the cookies and cache of your browser
• Try a different web browser, as well as an incognito window or private browsing window, to rule out any browser issues. If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).

If none of the steps allow you to create a support ticket, let me know and I'll help you further."

This is all lies and gaslighting.  The person I finally chatted with said all this, word for word, and when I pointed out it was not working I was disconnected.  I did it again.....and was disconnected.  Those steps are lies.  It does not work.  It is no a browser issue.  It is not us.  Shopify is being criminal. The final person finally admitted the could advise of no way to contact anyone directly.....oh, but they care about me and my very valued input.

[clerg]

This is an absolute disaster. How have you not prepared for this? How is this even a remote possibility? This is a piece of garbage. I'd rather use a pen and paper

[SoulMate2316]

That option when you click on support for Shopify, redirects you back to your own Shopify store.  If I am trying to help a customer answer a question, that does not help me get in contact with anyone.  I would think there should still be a support email that you can reach out to for support. 

[thischarmingham]

This is extremely grim. They just ended human customer service. 

[ThePakiBruja]

Yes they did and they charged all of us extra money to do it. That’s why I love my friends on the other side. They can touch people and their lives in ways that you couldn’t imagine. 

[Alchemist_John]

Yeah, this is gaslighting at its finest.  I was on with the AI and somehow it asked me if I wanted to talk to a person.  I had literally said I wanted to do that half a dozen times and it just looped.  This talk about clearing chaches is just more gaslighting to make us think we are at fault.  I'm honestly not sure what to do.  Leaving is hardly an option, I've been with shopify so long and the sad fact is, no other platform is really any better.  We are left with no real power or options and they know it.  Look at this response I got. 

"This is Johnson, your Shopify Support Advisor, following up on our recent chat conversation regarding your concern about accessing direct support.

Firstly, I want to express my appreciation for your patience and understanding during our troubleshooting process. I understand the importance of having easy access to support, and I'm here to assist you.

During our conversation, we discussed the recent changes to our support access. I understand your concerns about the removal of the direct chat option, and I sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable, and we take it seriously.

I've noted your concerns and will pass them on to our team. We're constantly working to improve our services, and your experience is a crucial part of that process.

In the meantime, if you have any other concerns or need further assistance, please don't hesitate to initiate a new chat or reach out to our support team. We're here to support you every step of the way as you continue to grow your business." 

Full and total gaslighting.   The chats are not real and there is no way to actually reach out to the the support team.  As it is, I worked with him over 30 minutes and he kept showing me screen shots of how to chat with someone until we uncovered he didn't even know what he was saying was wrong, then he started in on the party line of 'we are here for you'.  Utter **bleep**.

[lavienrose1111]

Let me know if they helped because I couldn't get any assistance. Smh

[lavienrose1111]

Did you receive help> I could not get any assistance or access to my account and I am a newbie. No live customer service reps?

[ThePakiBruja]

Hello. Hope all is well. I did get through with chat support and I was told that there is no email or phone support at the moment. At that point I was done. I wanted help with digital products but I figured it out. If you don’t mind, what do you need help with? If I can help I will.

[Barry_Harrison]

So kind of you. I had an issue with Int'l Shipping but it turned out to be
a temporary Shopify glitch. But I completely agree with you; Shopify used
to have the greatest support of any company I know. And now, it's come to
this, I presume, in the pursuit of higher profits.

[Barry_Harrison]

Nope, never did receive any help.

[gerald_z]

So Shopify is assuming that their system will never have an error?  And there is no way to report that error so that it can be addressed?  The chatbot is a joke.