Why can't I access Shopify support for my issue?

[lauren500000000]

Hello,

For 4 days now I can not access support. it keeps bringing me around in circles from the main page to select a store. Its so fusterating given the nature of the issue I need support with. I cannot recieve an email to this as a response because of it too. Feeling really fustrated.

[Nick_Marketing]

Open this link in Chrome Incognito mode. You should be able to get in contact with Shopify merchant chat support.
https://help.shopify.com/en/questions#/contact/chat

[RedPlanet]

Okay Nick so why when I hit the link do I go around in the same cycle? Where is Shopify support? Why are they not there?

[lauren500000000]

iTS absolutely bizarre you have to go to incognito mode to access help from shopify?

[twjcbs]

Try to contact Shopify support using this link, but make sure you try this out from a different chrome and don't login that account

[RedPlanet]

What???? Sorry this is complete nonsense. Help is simply not available which is BAD

[RedPlanet]

I have the same problem 

[Shay]

Hi @RedPlanet 

I'm sorry to hear that you have had some issues contacting our live support. I understand that you are being redirected back to the beginning of the support process in the Help Center everytime you try to access it.

Lets see if we can get that fixed for you!

First step is to ensure that your computer and browser are fully up to date (Older browsers/operating systems may not be supported and could be the culprit). 

Then you will want to do a full browser cache and cookie clear. Sometimes I see this issue happening when the Help Center has difficulties authenticating your account. Clearing your cache should resolve that issue.

Once done, the steps to access our live support are:

Follow this link: Shopify Help Center - Contact Support 

Sign into your store account (or continue without signing in)

Search for your issue once prompted

Use the contact support button at the bottom of the search results to see all our live support options. 

If you open a support article and then use the contact support button in there, it will restart the support process over again. Make sure you are using the one at the bottom of the search results. 

If you continue to have issues, please share some screenshots of what you are seeing in our Help Center and what buttons you are clicking. This will help me troubleshoot this with you.

[lauren500000000]

I still cant request a call back or contact Shopify. 

[lauren500000000]

Again this link bringing me in circles. I really need help I have had no access to my email in 6 days.

[RedPlanet]

It is absolutely appalling. There is no email, no text, no phone. Simply arrgance and marketing messages for more expensive options...

[Shay]

I'm sorry to hear that you are still having issues contacting support! Can you please share a screenshot of the last step you are taking and what link/button you are clicking on when you feel that the process is starting over? I definitely want to help you resolve this so that you can get ahold of our live support ASAP.

To confirm, you should be searching in the Help Center for the issue and then using the contact support button at the bottom of the search results, like so:

In the interim, you can reply back to your most recent billing email from Shopify with your query as well as letting them know that you can't access the live support channels. This will get you connected with our authenticated support and they can assist with troubleshooting this further.