How can I contact Shopify customer service for a security issue?

[ponix]

I am having a security issue with my Shopify website/store that cannot be resolved through community suggestions. I need to share my site with a customer service rep.

Any ideas on how to contact Shopify directly? If I can't get this resolved ASAP, I will need to move my store next week.

[Kimi]

Hi, @ponix.

Can you provide me with more details in regards to the security issue you're currently experiencing on your store?

If you can still login to your Shopify account, you can contact our live support team for us to further assist by logging in to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.

If you can no longer login to your account however, please follow the below instructions instead, to bypass the login page on the Help Center:

• Head over to the Shopify Help Center here
• Under the Troubleshooting heading, select Can't log in to your Shopify account as seen in the below image
  
  
  
• Next, on the Reset your password page click I still can't access my account
• On the following page, scroll down to the Get Support heading to view our available contact options, and our live support team will be able to further assist from there.
  
  

[ponix]

Where do I click for security issues?

 

[Kimi]

@ponix

You can click on Account, then on the next page select Account security.

Let me know how you get on.

[ponix]

Got it. Just need to click through the right path of a lot more stuff than expected.

Some of the links that say click here to contact customer support just send you back to the first page.

Also, the person who was giving me (terribly unhelpful) recommendations on one of the other boards should have just given me a link to the direct contact page when it was clear that nothing was working.

One of the big problems with being directed to find solutions in the communities is that so much of it is outdated. I just responded to a post from a couple years ago that provided a link to what was supposed to be the page with chat help. It wasn't even close.

Shopify needs to do better.

[Kimi]

@ponix

I definitely understand your perspective, and your points are totally valid.

I agree that some of the information in our Community Forums can be outdated, but this is expected as Shopify is ever-growing and is constantly releasing new products, as well as enhancing current features and processes to continue to improve our platform for all of our users.

Checking the date of the post, as you've done, is perhaps a good way to discern whether or not the information on the thread is still relevant and accurate. If you're ever unsure, you can always post a new question on the same thread to request that the information be verified, or to create a new post altogether.

I'd also like to clarify, that our Community Forums is a great place for the wider community to connect, collaborate, and support each other—it's a place where Merchants and Partners alike can discuss and seek assistance from each other for topics that may be outside the scope of Shopify Support.

I highly appreciate your feedback on this matter, however, as our platform can only improve with the feedback we receive from our users and wider community.