Re: How can I effectively contact Shopify support?
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.
