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.

[Barry_Harrison]

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

[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.

[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

[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.

[Ineedsomehelp12]

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

[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!?!?

[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.

[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.

[KaotarGhazi]

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

[Ollie]

Hey @KaotarGhazi.

Thanks or reaching out on this thread.

If you are in need of assistance regarding your billing with your Shopify store - you will need to speak with our live support. Since we are unable to authenticate you over the Community forums due to the sensitive information that needs to be shared, we are unable to view the specifics. 

With that being said, you can get in touch with our live support by navigating to the Help Center. Once you arrive at the Help Center, you will need to make the virtual assistant aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 

Let us know if you have any questions.

[Davidf81]

It's a good thing

[MattZ]

Your AI assistant has an IQ of 1. Your support advisors are unhelpful and lack understanding of the issues. Where can we complain?

[brainwashcards]

Since the lack of support and the support chat bots don't do anything. What other Ecommerce solutions does shopify recommend. I am a stock holder of shopify too and Today, the payment services for my retail location, Brainwash Cards, were unexpectedly shut off, leaving me unable to accept credit card transactions in-store. This has caused significant disruption to my business operations and financial losses.

To clarify, this issue pertains to my Shopify store, Brainwash Cards, and Black Border Society. I need to understand why this has occurred, as I rely on your platform to support my business and its customers. This sudden service interruption is unacceptable given that I am a paying customer who depends on Shopify to maintain smooth operations.

I am requesting the following:

1. Immediate resolution of this issue so that payment processing can resume.

2. A detailed explanation for why my services were shut off without notice.

3. Compensation or credits for the sales I have lost due to this failure.

4. Direct communication with a manager who can address this matter thoroughly and promptly.

This situation has placed an undue burden on my business. 

[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

[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.