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.

[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.

[skymodernhome]

Hello there, out of curiosity, are you considering migrating your store? I've worked really 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? 

[ThePakiBruja]

Yes I am definitely considering it. I will be looking into other platforms such as beacon

[De-Flight]

Absolutely ridiculous you can not call a company anymore for support.  Bunch of lazy **bleep**.  I will be reporting Shopify to my local government.

[Jason3A]

I signed up with Shopify in early 2021 & the selling factor was 24/7 Live Tech Support (I wouldn't have transferred my business to Shopify if the only way to get support was Online Chat or Email). I have spent an unbelievable amount of money transferring my business to Shopify & in 2023 Shopify has eliminated the 24/7 Live Tech Support & I said this before & will say it again. The 24/7 Live Tech Support was the determining  factor to transfer my business to Shopify.

I believe a Class Action Lawsuit should be brought against Shopify for promoting & selling there customer's on 24/7 Live Tech Support & then eliminating it & raising our monthly fee's. I believe that all the customer's that signed up with Shopify & transferred there business with the 24/7 Live Tech Support being the determining factor to transfer your business.

The customer's that signed up with the 24/7 Live Tech Support being one of the services Shopify provided. We the customer's should be grandfathered in & Shopify should honor there agreement / contract with there customer's.

If any other Shopify customer / business feels the same way. Comment on this post, tell your storey & lets see how many people this Shopify Discussions can get on the board.

It's important to stand up for yourself in any situation, including dealing with companies like Shopify. Make sure to know your rights, set boundaries, and communicate clearly if you feel they are crossing a line or taking advantage of you. Don't be afraid to seek help or advice if needed. It's crucial to protect yourself and your interests in any business dealings.

Family Owned & Operated Business

[MikeCrowe]

Shopify’s Lack of Support for Small Businesses –

I want to share my story as a cautionary tale and to shed light on how Shopify has failed to support small businesses, even those like mine that have generated over $1.2 million in sales on their platform over the last few years.

This summer, we faced costly air conditioning repairs by have 2 new units installed on our building, and an unbelievable amount of friendly fraud that nearly wiped out my business. A long-time customer, who had been purchasing from us for months, turned out to be using a credit card that didn’t belong to them. Despite providing Shopify with extensive documentation—including receipts, text messages, and emails to back up our disputes—they were absolutely no help. We lost the disputes, and the money was taken from our Shopify account, leaving us in an incredibly vulnerable financial position. I was able to get our account back in a positive state within about 1-2 weeks but it this put a hinder on my ability to cover my usual expenses on the date I am used to.

This not only caused severe cash flow constraints, but Shopify also froze our store due to unpaid fees totaling $149. The freeze made it to where all of our bills had to be paid upfront just to reopen, which was a total of $1900. $1200 of the cost were shipping and the other charges were for email marketing and those bills were still 10-14 days out. I reached out multiple times to explain the situation and requested a small extension while I secured funding to cover the shipping fees and balance for the apps, which totaled $1,900. This amount is relatively small considering the success we’ve had on Shopify, but the response I received was nothing short of dismissive. Shopify’s position was clear: Pay the balance or your store remains frozen. The ironic thing is my sole source of income was in my Shopify balance account and Shopify froze my account and locked my cards, this made it virtually impossible to support my family and when I told Shopify I needed to fund my balance account and use my cards, they told me I had to pay my fees to reopen the store and access my money. This didn’t make sense to me in my opinion, and I had to go out and get a new bank account and build a quick website from scratch to drum up some sales to put food on the table. It felt like I was starting life over again.

What hurt the most was the utter lack of humanity in their response. Despite having built my business on their platform and contributing significant sales, Shopify made no effort to help. I spent countless hours reaching out to support—mostly through their chatbot system—and when I finally connected with advisors, their responses felt robotic and scripted. It was as if they were upgraded AI chatbots themselves, offering nothing beyond copy-paste solutions that didn’t address the core issue.

Let me be clear: Shopify does not care about small businesses. Even when faced with blatant cases of fraud, they left us to fend for ourselves. Their fraud protection is nonexistent, and their support system is nothing more than smoke and mirrors.

This experience has devastated my business. I’ve had to work tirelessly to rebuild from scratch, moving to other platforms that offer built-in fraud protection and actual customer support. These platforms have real people you can talk to when issues arise, not just endless AI loops and scripted responses.

I am now transitioning all of my websites off Shopify, and I will be vocal about warning others to stay far away from this platform. They lure small businesses in, take your money, and when things go wrong, they abandon you in the dark.

To any other business owners who have suffered similar mistreatment, I believe it’s time to discuss the possibility of a class action lawsuit against Shopify for their unethical business practices. If you’ve experienced the same lack of support, I encourage you to speak up.

Shopify has proven to be the worst platform I’ve ever worked with, and it’s clear they prioritize profits over the very people who make their platform successful. It’s time to hold them accountable.

If anyone wants to connect, share their experiences, or discuss next steps regarding legal action, please reach out. Together, we can ensure other small businesses don’t face the same devastating losses.

[Bobonong]

I have been trying to contact Shopify to inform them that a scam business is using Shopify.
Have been unable to connect with anyone from Shopify - extremely frustrating as the bogus company continues to 'sell' items through Shopify.
I have reported the business and details of the scam to the National Cyber Security Centre for investigation and action. 
Shopify should have a responsibility to ensure scam businesses are not utilising their services!!!

[Badair]

Dear Shopify Corporate Team,

I am writing to express my extreme frustration and disappointment regarding the ongoing delay in resolving my ticket,#46622951. I have been patiently waiting for over 30 days for this issue to be resolved, and I am at a loss as to why it is taking so long.

As you are aware, I am heavily relying on the funds associated with this ticket to cover my essential living expenses, including rent and other necessities. The repeated extensions of the resolution timeline, each by 48 hours, have created a significant amount of stress and uncertainty.

I kindly request your immediate attention to this matter. I would appreciate it if you could provide me with a clear timeline for resolution and a detailed explanation of any obstacles that may be preventing a timely outcome. 

Thank you for your prompt attention to this urgent request.

Sincerely, Bradley

[Surreabstract]

Hey Bradley, I filed with FTC about this. You may want to do the same if you don't hear from their support team. It's been 4 days and I still haven't heard anything back. Here is the link: https://reportfraud.ftc.gov/#/ 

[pierrecc]

i was scammed by this site https://5starresale.myshopify.com/products/mega-vendor-link?utm_source=shop_app&list_generator=link_... 

can someone help me get my money back they scammed me and my friends

[MikeCrowe]

Shopify’s Lack of Support for Small Businesses 

I want to share my story as a cautionary tale and to shed light on how Shopify has failed to support small businesses, even those like mine that have generated over $1.2 million in sales on their platform over the last few years.

This summer, we faced costly air conditioning repairs by have 2 new units installed on our building, and an unbelievable amount of friendly fraud that nearly wiped out my business. A long-time customer, who had been purchasing from us for months, turned out to be using a credit card that didn’t belong to them. Despite providing Shopify with extensive documentation—including receipts, text messages, and emails to back up our disputes—they were absolutely no help. We lost the disputes, and the money was taken from our Shopify account, leaving us in an incredibly vulnerable financial position. I was able to get our account back in a positive state within about 1-2 weeks but it this put a hinder on my ability to cover my usual expenses on the date I am used to.

This not only caused severe cash flow constraints, but Shopify also froze our store due to unpaid fees totaling $149. The freeze made it to where all of our bills had to be paid upfront just to reopen, which was a total of $1900. $1200 of the cost were shipping and the other charges were for email marketing and those bills were still 10-14 days out. I reached out multiple times to explain the situation and requested a small extension while I secured funding to cover the shipping fees and balance for the apps, which totaled $1,900. This amount is relatively small considering the success we’ve had on Shopify, but the response I received was nothing short of dismissive. Shopify’s position was clear: Pay the balance or your store remains frozen. The ironic thing is my sole source of income was in my Shopify balance account and Shopify froze my account and locked my cards, this made it virtually impossible to support my family and when I told Shopify I needed to fund my balance account and use my cards, they told me I had to pay my fees to reopen the store and access my money. This didn’t make sense to me in my opinion, and I had to go out and get a new bank account and build a quick website from scratch to drum up some sales to put food on the table. It felt like I was starting life over again.

What hurt the most was the utter lack of humanity in their response. Despite having built my business on their platform and contributing significant sales, Shopify made no effort to help. I spent countless hours reaching out to support—mostly through their chatbot system—and when I finally connected with advisors, their responses felt robotic and scripted. It was as if they were upgraded AI chatbots themselves, offering nothing beyond copy-paste solutions that didn’t address the core issue.

Let me be clear: Shopify does not care about small businesses. Even when faced with blatant cases of fraud, they left us to fend for ourselves. Their fraud protection is nonexistent, and their support system is nothing more than smoke and mirrors.

This experience has devastated my business. I’ve had to work tirelessly to rebuild from scratch, moving to other platforms that offer built-in fraud protection and actual customer support. These platforms have real people you can talk to when issues arise, not just endless AI loops and scripted responses.

I am now transitioning all of my websites off Shopify, and I will be vocal about warning others to stay far away from this platform. They lure small businesses in, take your money, and when things go wrong, they abandon you in the dark.

To any other business owners who have suffered similar mistreatment, I believe it’s time to discuss the possibility of a class action lawsuit against Shopify for their unethical business practices. If you’ve experienced the same lack of support, I encourage you to speak up.

Shopify has proven to be the worst platformI’ve ever worked with, and it’s clear they prioritize profits over the very people who make their platform successful. It’s time to hold them accountable.

If anyone wants to connect, share their experiences, or discuss next steps regarding legal action, please reach out. Together, we can ensure other small businesses don’t face the same devastating losses.

[Surreabstract]

Mike, sorry to hear about the losses you've had this year with Shopify. I filed with FTC about this. You may want to do the same if you don't hear from their support team. It's been 4 days and I still haven't heard anything back. Here is the link: https://reportfraud.ftc.gov/#/ 

[Surreabstract]

Harry and everyone else reading this. It's been 9 days since Shopify terminated my account and I have tried to talk to live Support Agent (bots), email support@shopify.com and billing@shopify.com all with no results to regain access to account or to get a refund. Today, I formally filed a complaint with FTC against Shopify and would like to file a class action lawsuit against them for unlawful termination of my account without prior notice. As a $148B business this lack of customer support is not only unprofessional, but entirely unacceptable. I urge each of you to file a complain with FTC at https://reportfraud.ftc.gov/#/. If you're interested in filing a class action lawsuit against them, please message me.

[Jason3A]

I’m in

[Chav2234]

I am having the same problem there customer service is a joke. How can a company so big not have customer service to talk to. Ai can't fix everything we need real people for real problems. I've been watching my store and sales I can't access go down hill because I can't get the help I need.

[richardcobain]

It’s frustrating when you're unable to reach Shopify support, especially with the issues you've encountered. Since the direct phone and email support options aren’t working, try reaching out through their Live Chat feature, which can sometimes be accessed even without logging into your main store account. You can also visit the Shopify Community for insights or post your issue, as many experienced users and Shopify experts frequent it. Lastly, if you're not the account owner, you might need to ask the account holder to initiate support requests through their login.