Solved

How can I effectively contact Shopify support?

Harry43
Visitor
1 0 1

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.

Accepted Solution (1)

Summer
Shopify Staff
1323 318 226

This is an 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.

 

05-50-74511-59305

 

 

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:

 

 

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.

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 34 (34)

Summer
Shopify Staff
1323 318 226

This is an 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.

 

05-50-74511-59305

 

 

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:

 

 

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.

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

thischarmingham
Tourist
8 0 18

Are you seriously saying there's no human customer service anymore? What exactly am I paying this much money for?

Summer
Shopify Staff
1323 318 226

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.

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

thischarmingham
Tourist
8 0 18

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
Tourist
8 0 18

This system is deeply broken.

Barry_Harrison
Tourist
4 0 6

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

Ineedsomehelp12
Not applicable
2 0 0

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

Prettytreasure
Visitor
1 0 0

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
Shopify Staff
1323 318 226

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!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

skymodernhome
Tourist
4 0 2

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

KaotarGhazi
Visitor
2 0 0

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

ThePakiBruja
Tourist
4 0 3

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
Trailblazer
656 0 77

"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:

 

 

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.

John Nanci www.ChocolateAlchemy.com The Art and Science of Homemade Chocolate
skymodernhome
Tourist
4 0 2

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
Visitor
1 0 3

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
Tourist
4 0 2

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
Visitor
1 0 2

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
New Member
6 0 0

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
Visitor
1 0 1

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
Visitor
2 0 0

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

Ollie
Shopify Staff
2387 454 401

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.

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

thischarmingham
Tourist
8 0 18

This is extremely grim. They just ended human customer service. 

ThePakiBruja
Tourist
4 0 3

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
Trailblazer
656 0 77

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**.

 

 

John Nanci www.ChocolateAlchemy.com The Art and Science of Homemade Chocolate

lavienrose1111
Visitor
3 0 0

Let me know if they helped because I couldn't get any assistance. Smh

lavienrose1111
Visitor
3 0 0

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
Tourist
4 0 3
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
Tourist
4 0 6
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
Tourist
4 0 6
Nope, never did receive any help.

gerald_z
Tourist
6 0 2

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
Tourist
4 0 2

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
Tourist
4 0 3
Yes I am definitely considering it. I will be looking into other platforms such as beacon
De-Flight
Visitor
2 0 1

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
Tourist
3 0 1

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