How can I contact Shopify's customer support by phone?

[test88]

Hello,

Last year, I'd looked into a Shopify store.

Signed up for a test account.
And was able to speak to someone in support.

This year, I've signed up for a test account again.
And tried to contact support.

Went to:
https://help.shopify.com/en/questions#/contact/callback

Entered the info

"Request a callback"

Got:
"We're unable to complete your callback request. Please contact us using a different support channel."

q1:
In the past year, has Shopify got rid of their support staff?

q2:
If not, how can I speak to a real person on the phone?

Thanks

[Victoria]

Hi, @test88.

Thanks for bringing this to the community! Rest assured, I'll be happy to provide you a solution to contacting our Live Support.

We do offer Live Support via chat, email or requesting a call-back for phone support. To ensure you have access, I'll share the steps and screenshots below.

How to contact Shopify Live Support:

• Navigate to our Live Support contact link and login to your store.
• 
• Once logged in, type a topic in the search bar and click Search.
• 
• On the following page scroll past Related articles and select Continue under Get Support.
• 
• You should the be presented with various options to contact Live Support. Chat, Email, or requesting a call-back for Phone Support.
• 

I understand you've recently created a store! I know it can be quite a task to setup and navigate an online store. What kind of business do you have and what type of products do you sell? Since you're just getting started on the platform, I'll share our Shopify Store Checklist. This is a great tool to have to ensure you've setup each area of your store like shipping settings, payment gateways, domains, taxes and much more.

[test88]

Sounds like you did not read the thread.

I did all that.

Entered the info
"Request a callback"

Got:
"We're unable to complete your callback request. Please contact us using a different support channel."

This is at least the second time this has happened.

So, how can I speak to a real person on the phone?

Note: I am still on 14 day trial.
Does phone support exist for me?

[Victoria]

Thank you for sharing that additional context.

Whether you're on a 14-day free trial or have already selected a Shopify plan you are able to have access to our Live Support via chat, email or phone.

Since you're still receiving the same error message after following the steps to contact support, this may be due to a local issue. What browser are you currently using? Could you please try the local troubleshooting steps listed below and then proceed with contacting Live Support.

Troubleshooting steps:

• Try clearing your cache and cookies on your browser. After this, completely reboot the browser.
• Try a different web browser, as well as incognito or private windows to rule out any browser issues.
• When using incognito, if you are still experiencing a display issue, 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 (We don't support every browser, but we do support these ones)
• Try another device, like another computer or mobile phone.
• Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example)
• Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere.

[DBFashion]

they are seriously not listening to you, im trying to get hold of what they call a himna being but i simply cant. did you ever get a number?

[Erin]

Hi, @DBFashion. We no longer have a phone number, but you can contact our support team at any time through the Help Center here. When you visit this page please type your question or problem to the Help Center assistant and it will connect you to the right team from there. 

[DBFashion]

Yes and that’s the reason why I will be using another platform. Shortly has one of the worst customer services

[HUNTEDFOX]

Shopify's decision to eliminate direct human support for critical issues like billing and financial matters is deeply concerning. It creates a situation where the company can avoid accountability by withholding information and answers. This practice is not only unethical but should also be considered unlawful. Companies should not have the right to refuse direct communication with their customers. PERIOD.

[DBFashion]

I couldn’t agree more. It is in fact a financial and software issue I am having that needs a proper conversation. As I can’t speak to anyone, it takes about 3 hours if not days on end a conversation whether you get the answer or not.

[anglerpliers]

I have been having failed payout issues for about a month now and I have found their support is an absolute joke.  I keep getting the same runaround again & again and when they say they escalated the issue, it seem like they escalated it into space and nobody addresses the issue. 

starting to look for other platforms and will take several friends stores with me. 

[cherrylanebtq]

This has been the absolute worst experience I have ever had. The customer service is HORRIBLE. Having to jump through hoops to get to an advisor just for them to not be able to directly help is so beyond frustrating. Then, this so called "verifications team" has no direct contact information so I have to sit here and wait to hopefully get a response in a timely manner. I have to open my store by the end of this week and I am getting no assistance with my issues. Shopify do BETTER.

[fluffydogcoffee]

I am having exactly same issue. Trying to launch a new store - Payment is requesting EIN but I am sole proprietor and don't need an EIN. I have had several "chats" with Shopify support and the only response I get is "your issue has been escalated to our specialist team and you will receive an email from them" I have had ticket opened for over 1 week with no email(s) or no further contact from anyone. They won't let me talk to a supervisor - the support person claims they don't have supervisors in Shopify any longer (BS). Shopify support is beyond terrible. I would advise anyone thinking about opening an online store - avoid Shopify at all costs! its terrible service!

[Tasha4]

I don't know if anyone can help me. I opened my account on a trial last month, but since starting I've found I hate everything about it. I stupidly signed up for the annual payment, which now means I owe over $500, but can't pay it and want to cancel my account because I haven't even used it. So much was going on, I forgot to cancel before the trial ran out, a close friend died and there's been no end to money stress. My payment didn't go through, but now I can't get into my account to even cancel my subscription and jump off this ship without paying, which I can't do, and don't feel I should have to because I haven't even used it. But I can't talk to a real person to sort this out! It's not like a bot will understand.

[HDYGuide]

Thanks for the insight! I'm setting up a business and having the exact same issue. It wants EIN paperwork, and I don't have any. Tried opening the AI chatbot, and it just freezes. Stuck on "..." forever. Think I might cut my losses and switch platforms. Shame, I love the "Shop" app and was looking forward to integrating with it.