How can I effectively contact Shopify 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.

[JonathanTitor]

I’ve witnessed and experienced the same today, three days ago, a week ago, and quite frankly … most of the time until now. Set up an online boutique with #Shopify recently, precisely on the 3rd of December 2024, and am very disappointed by all the bugs so far! I’m afraid I won’t even manage to get my online boutique to work! Someone has even added a Password onto my Shop Account so that I couldn’t sell anything on there anymore, all that without my CONSENT! Plus, I had 2-Step Verification Process Installed and it still was hacked… therefore I have serious reasons to believe someone at Shopify is actively hacking accounts!

[enrgmusicinc]

[avarg88]

Their chat support is a joke.

[TagVoxel]

Oh it's beyond broken, I can't wait to get as far away as possible they have my payout held hostage for 2 weeks now saying it's being reviewed by the payout team but now it's verification team no wait it's payout team... Still no payout and good luck with any movement in your issue since I'm told the different departments can't even talk to each other internally so yeah service advisors can't even ask the payout team the status on my stuff... Oh and supervisor manager or department head are unknown words to a Shopify service advisor.   

[Shana1]

SAME!!!

[enrgmusicinc]

go into the AI chat, type representative until it replys connecting to agent. Then when thye start chatting let them have it until they fix your issue.

[Barry_Harrison]

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

[JonathanTitor]

It’s down almost all the time these days, the past month was terrible, I was hacked 3 times, lost a selling channel via hacking, and now can’t have access to Support Team because Support Chat button multiplies itself to infinite with every touch of the button. It’s pathetic! 

[tbembury]

Are things better now? . I am glad to see that I am not the only one. I have been having frustrating experiences for the past two weeks not just on my site,  but I did a test sit  -same issuke. My site keeps freezing when in develop stages (when adding a section or saving) and I did everything the  AI told me to do, then the support advisor comes on and gaslight me by doing a quick test and not experiencing what I have been experiencing.   Yesterday I noticed my support channels were 0. I managed to update. This morning, I saw my support channels are back at 0. Oh, I was told to consider hiring a developer to look at. I moved to Shopify in 2019 from Wordpress because of its  human customer service.  

[3bs24]

Good morning, 

Can you please assist me?

Why did shopify charge me twice for the same month? I need my money back!

[Cojeda13]

Seems like an ongoing issue with Shopify! My apps even gave me all my money back for 4 months and Shopify says I still owe it, they didn't credit me months I've paid and sent them bank statements for and still they say I haven't paid, my store has been closed since June and I cant get any answers. On top of them charging me the full amount for 3 of those months I was on a 1 dollar promo and still nothing, no help, not even response at this point. Their billing system is so messed up, Ive done payroll for years so I know its not right. My friend warned me of this, they did the same to her and I said well maybe it was xyz and gave them a chance! Worst mistake, good luck I hope you get it sorted out. 

[Barry_Harrison]

You might try contacting your credit card company and reporting fraud.

[JonathanTitor]

#Shopify is on a major downfall, if this continues, it will LOOSE ALL CUSTOMERS & ENTREPRENEURS ALTOGETHER ! Bugs keep happening daily, if not hourly. My account was hacked when I thought it was secured with a 2-Step Verification Process, and I got hacked again! Someone even changed my account in Shop with a password protection without my consent! Now, I had to undo this with an hour lost since the entire system was hacked; normally it should have taken me 1 minute or so! It’s annoying to the point that I’ll contact Federal Services to make a complaint. 

[jpeckmktg]

The same thing just happened to me and I deactivated my store after being charged last time. Support agent on the chat was trying to tell me I must have another store. Ridiculous

[JonathanTitor]

Someone at Shopify is hacking stores; I’ve been having a series of e-mails from people that I think are working for Shopify and claim that I can change my Online Store with other 3rd Party Apps (example DHL, Zendrop, Ecom.express,…) yet they email from an anonymous source.

[JonathanTitor]

Did this with me too! I deleted an account I had created, and it reappeared out of thin air this morning! Something is hacked within their systems, or someone is hacking the system from within. 

[Barry_Harrison]

This is not true. You can "chat" with a member of the support team but no way you can "speak" with them, There's a BIG difference.

[JonathanTitor]

Support Chat is BUGGED 110% right now; impossible to click on the links; they multiply themselves to infinity on the chatting platform! 

[enrgmusicinc]

FYI, its absolutely use and a waste of time. If you haee an AI chat then whats the point

of having ANY employees. WE as business owners and operators loose LOTS of time and money with this crap.

[Ineedsomehelp12]

OMG! No support?? I’ve been trying for 3 hours to sort issue. I’m done with Shopify 

[JonathanTitor]

I think we all are tired of multiple BUGS, hacked accounts, things that change without notice into our accounts, and simply the infinite series of bugs pertaining to support chat… which keep us in an undeniably loophole with every click multiplying the link that was shared by AI Support. All online entrepreneurs will scatter somewhere else, as these events are utmost frustrating and demonstrate unreliability! 

[enrgmusicinc]

thats a great question. Youre paying to figure stuff out on youre own because the AI, customer service , and discussions boards are made to do LESS work for more money.

[enrgmusicinc]

Go into AI chat, type representative until a live person gets online.

[enrgmusicinc]

[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!

[skymodernhome]

Hi Summer, 

I wonder if you've read the comments here? 

It seems your instructions are misleading, and you are trying to redirect people to run in circles. 

Is this the only solution you can offer? 

I really hope there's a way around this because Shopify just raised its prices and honestly there's too many other platforms for us to have to tolerate this. 

Please stop gaslighting, do you have a concrete and real solution? 

I'd really appreciate your honesty here to help all of us out. 

Thank you,

Jake

[Cojeda13]

That all it seems like that Ive been going in circles since April with no real answer or solution. 

[KaotarGhazi]

i have a billing issue, i need to contact the support team, could you please help

[Cojeda13]

How do you propose to uninstall an app on a closed store, anything you try and do it takes you to billing!?!?

[JonathanTitor]

#Shopify as a whole is hacked, bugged, and simply unreliable internationally. I’ve tested it, and most of the time, online AI help support crashes or bugs; let’s store owners in loopholes with buttons that keep multiplying with every click, or redirects to some other place which clears all the chat away, or simply gets you turning in circles for hours if not days! Wow! What a wonderful experience to become an online entrepreneur! #Shopify #Hacked 

[avarg88]

This is what your chat support looks like. hours of time=no help. This is gross actually that this is what we pay for. 

[avarg88]

This is what we pay for. An hour away from my business for nothing.

[avarg88]

And right back to where we started an hour ago

[JonathanTitor]

Seems like the usual bug. 🐛 

[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. 

[JonathanTitor]

In Canada, #Shopify will be removed, as it had too many problems of reliability, and in that precise sense of business, it is deemed unreliable to international business. Global Affairs Canada, Justice Canada and other departments are already studying the case, and will remit a report in February to that extent. It may very well be the last year for Shopify in Canada if this company doesn’t remedy to these frustrating situations. Plus, I haven’t even talked about the hacking from within Shopify, someone from Shopify keeps changing things inside boutiques/stores without our consent! Blatant example: My Store was registered with a unique address, which I changed to a custom domain, although the stores domain keeps reverting back to the old address, and undeletes an old Store account at the same time! Therefore, I’m stuck with an unopperative store and another store with a billing statement that was supposed to be DELETED / REMOVED PERMANENTLY! 

[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.

[skymodernhome]

Out of curiosity, are you considering migrating your store? I've worked so hard on mine for over a year, but with 0% customer service now, it seems extremely risky to end up stuck in a problem with no hope to fix an issue. Am I the only one that sees this as a dealbreaker? 

[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

[skymodernhome]

Out of curiosity, are you considering migrating your store? I've worked so hard on mine for over a year, but with 0% customer service now, it seems extremely risky to end up stuck in a problem with no hope to fix an issue. Am I the only one that sees this as a dealbreaker? 

[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. 

[mulays]

We cannot access our Shopify account. We cannot open a ticket or contact Account Support because when we try, we get an error page. There are multiple different errors that have appeared. Sometimes saying to refresh, sometimes saying I don't have access, sometimes saying Shopify Help is not working. I need to contact support ASAP and there is no way. I have tried ALL of the trouble shooting and still not able to access my account! Please help.

[ccumm01a]

So Shopify can fraudulently charge random people $399.00 that don't have any Shopify accounts or stores, and then evade all accountability by using an AI bot that barely functions properly? 

Who do we contact about Shopify fraudulently charging peoples' bank accounts? The federal government? This is the most waistless company I have ever experienced for customer experience. The chat bot just repeats the same thing over and over again with no resolve.

If you tell me to contact my bank, I'll add you to the lawsuit. This is getting absurd.