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Literally IMPOSSIBLE to contact Shopify support - infinite loop of redirecting to 'help center'

Solved
arieln
New Member
1 0 3

the experience of the support center of shopify is terrible and disaster - I'm trying to contact shopify staff for a REAL & URGENT problem not a FAQ and the site is throwing me to the help center with no way to get to contact form. 

Sorry shopify but this is just the worst experience ever, not even close to Enterprise (I'm a paying customer) as you call yourself, sorry.

I hope that this is not by design to cut expenses on help desk...

No way to submit a bug (I googled), no way to contact you. even the email address 'support@shopify.com rejects me - I have left with only one option - the blog.

here's a proof video - it happens when I'm logging in and when I'm not - please deliver this to QA and Dev team of shopify. thanks.

 

Accepted Solution (1)

Accepted Solutions
tim
Shopify Expert
3040 170 1097

This is an accepted solution.

Not advocating for them, but hope this will help:

to get to chat you need to actually search for something. at the bottom of the search results there will be a "get support" with continue button -- this is your way to chat.

My post solved your problem? Like it!

View solution in original post

Replies 17 (17)
Hellogg
New Member
1 0 0

Every. Single. Time.

I am usually so fed up and stressed by the time I actually get to the Support Chat or Send an Email section.

 

 

JJP
Tourist
3 0 2

You aren't the only one, infinite loop, with no way to enter an issue or start a chat. Very frustrating, and I'm dead in the water.

GameCosmos
New Member
2 0 0

These guys make millions and refuse to support their stores lol

tim
Shopify Expert
3040 170 1097

This is an accepted solution.

Not advocating for them, but hope this will help:

to get to chat you need to actually search for something. at the bottom of the search results there will be a "get support" with continue button -- this is your way to chat.

My post solved your problem? Like it!
TyW
Community Manager
Community Manager
416 40 1107

Thanks for your feedback all, this has been shared internally, and I apologize for any inconvenience this has caused. 

@tim is correct, you need to perform a search first at which point you'll see the options to contact support in the event our supporting content shown, based on your search wasn't able to help. 

After logging in, or clicking continue without logging in, enter a search term and relevant help docs will populate as well as the option to proceed to live chat or email towards the bottom of the page via the Continue option that appears below Contact Support. 

24-42-iygxy-5chlh

 

You can also reach our Support team @ShopifySupport on Twitter or through Messenger on Facebook here.  

TyW | Online Community Manager @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

keeper-nyc
New Member
1 0 0

STILL impossible months later after this thread was created. You click on the get support button and you select what store in your login and just takes you back through the loop. Anyone figure out how to ACTUALLY reach them? Why they cannot even resolve this bug by now is beyond me....if it is even a bug and not a way to deeply upset their customers.

Trevor
Community Moderator
Community Moderator
3223 436 751

@keeper-nyc 

Sorry to hear you're having trouble accessing our support. Could you tell me what you're searching for and provide a screenshot of what you see after you manually search your question/issue?

Trevor | Community Moderator @ Shopify (Out of Office until Sept 7th)
 - 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

AWD2019
New Member
1 0 1

Is there any updates to this discussion. i have been trying for hours to access support.  It's a constant loop with zero options to chat/email/call or in way reach real support. What is going on?  

Trevor
Community Moderator
Community Moderator
3223 436 751

@AWD2019 

Could you tell me what you're searching for and provide a screenshot of what you see after you manually search your question/issue?

Trevor | Community Moderator @ Shopify (Out of Office until Sept 7th)
 - 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

alikidesigns
Tourist
6 0 1

am having the same problem!  It used to work, but it seems these days, it isn't. How can we reach someone at shopify to discuss a specific issue with shop/theme set up.  Every angle I try to get to contact information takes me to the vicious loop.  I hope someone from shopify is seeing this and can resolve it.

alikidesigns
Tourist
6 0 1

This solution does not work.  As you can see from all the complaints, any attempt to go to "contact" or "support" puts you in a never ending vicious loop between these, never getting to a way to make contact, in fact.

Trevor
Community Moderator
Community Moderator
3223 436 751

@alikidesigns 

 

Could you tell me what you're searching for and provide a screenshot of what you see after you manually search your question/issue?

Trevor | Community Moderator @ Shopify (Out of Office until Sept 7th)
 - 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

alikidesigns
Tourist
6 0 1

When I go to "contact support" or "24/7 support" from any screen, literally, including google search on how to get support from shopify, I get put into the "select a store" page. I select my store and then it takes me to the contact support with the "help center" links and the "community" links. And these links do not take me to a page where I can either chat with someone or send an email request for support. I just get taken to your pre-populated pages. Every single link to contact us or support leads me back to this page. Frustrating!!!

samsharpe
New Member
2 0 1

Shopify IS JUST NOT WORTH it anymore.  Getting in touch with a LIVE person is impossible. Scheduling phone support used to be hard, but now it is impossible.  My question is, why does your company make it this way!?!?!?  I have spent an hour of my life in an endless loop that takes me no where, ESPECIALLY not back to scheduling a support phone call!  Meanwhile, my store hangs out on the web, screwed up as a football bat!  WHY DO YOU DO THIS?!?!?!?  I'm beyond SICK of it!  HOW. DO. YOU. SCHEDULE. A PHONE. CALL!?!?!?!?  And PLEASE GIVE ME A PROCESS THAT ACTUALLY WORKS!!!!!   

Trevor
Community Moderator
Community Moderator
3223 436 751

@samsharpe 


Sorry to hear you're having trouble accessing our callback support. Callback phone support is offered based on volume, so if you're not seeing it appear, then we aren't currently accepting new requests. 

 

That said, to access the option if it is available, or live chat, you'll need to login, click the topic you're needing helping with (ie order management), click a subtopic if required. Once you get to a page that says 

 

Contact support

Review suggestions or continue to get support

 

You would scroll down to the bottom and select your contact option

 

14-59-qyhn7-el8ad

 

 

 

Trevor | Community Moderator @ Shopify (Out of Office until Sept 7th)
 - 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

CatherineW
Tourist
3 0 1

Trevor - This does not work. I have clicked on topics and subtopics. Then when I know the answer isn't there, I click contact support. It just loops back to the beginning with no options. I'm trying to solve an issue, and there is no support.

samsharpe
New Member
2 0 1