Is getting customer service assistance from Shopify always this challenging?

[pleaseHEALP]

I'm curious if its possible that other customers have had such a terrible experience like myself trying to get customer service help from shopify?  I've been trying for a week to get assistance from opify and every day i try and try for hours and can't even get anybody to live chat or assist in any way.  I'm a new customer who got locked out of account accidentally when two step authentification didn't work and the various help requests and agents trying to assist me have all just passed me onto the next and still a week later i cant log in and cant get a hold of anyone who works for shopify.  Talking to the AI viritual assistance is useless and just like going in circles, cant answer any of my questions and doesnt provide useful or helpful information.  How is it possible that a huge company like shopify doesnt offer any phone help, as a paying customer i find this completely ridiculous and from reading internet forums im aware that most other users feel the same way.  All i want to do is log in and then build my website, but i can't log in, and i can't get any help, SOMEONE PLEASE HELP???? I am a paying customer who can;t even cancel my account bc i can;t get help to log in to cancel, and again, can;t get ahold of anyone to assist me, again how is this even possible?  PLEASE HELP! 

[Blair · Accepted solution]

Hi @pleaseHEALP,

Thank you for reaching out to the Community. I'm happy to provide some guidance on this request, to ensure it gets resolved.

As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible. 

To connect with us, you can: 

• Head over to our Contact Page. 
• Enter 'Can't log in' into the chat box.
• Select the 'I still need help' option
• Select the 'Account Support' prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled. 

To learn more about this security feature, you can check out our Two-Step Authentication document as it touches on this further. 

Please let me know if you have any other questions or concerns. 

[KimMoten]

I can’t even get started!! It’s awful Trying as we speak. I need a live rep

[Dirk]

Hey, @KimMoten 

You can get in touch with our authenticated support via chat in our help center here

If there is anything else I can help you with, please let me know.