Why has Shopify stopped providing phone and chat support?

[aromeo456]

Hi everyone,

Last few day from May 25th 2022. I have noticed Shopify no longer provides any phone, chat anymore. When I login to contact us it takes me general explore shopify help 

[Emily]

Hi, @aromeo456.

Thank you for reaching out! I am sorry to hear you having difficulties reaching one of our Support Advisors. 

Are you able to share a screenshot of the page you are currently on? There should be a button that says "continue" at the bottom under get support. Once you have clicked that button you will see the option for live chat, email, or callback. 

Please let me know if you are still having trouble or have any further questions! I would love to learn more about your business. What type of products do you sell?

Talk soon, 

[aromeo456]

Looks like that option recently stopped unfortunately regarding a button that says "continue" at the bottom under get support. Once you have clicked that button you will see the option for live chat, email, or callback. Right now it has been disabled and you can only ask support question for report an issue for merchant and report an issue with an order. Looks you don't have those format to show you screen shot. I only have PNG, PDF. Another option is I can send email to shopify support. What is there email address.

[made4Uo]

Hi @aromeo456, 

Here is the link to contact Shopify support. You need to log in to do so. 

https://help.shopify.com/en/questions#/customer-support

[aromeo456]

I can create a support ticket. I tired sending via support@shopify.com and looks like I can't create a tick. Still having problem

[aromeo456]

Looks like there is no support only help center documentation. I did try to call 888-746-7439 and voicemail said we move all our shopify support to help center. If want help please go to help center and check out documentation. So there is no chat, email or call.

This truly sucks.

[made4Uo]

I can have someone on chat but you need to log in though

[aromeo456]

I have logged in Shopify in the community..Is that where you want. Looks like they have deactivated everything from email, chat and phone. You are now have to get support help via the help document.

[aromeo456]

Looks like shopify support is no longer available last 3-4 days. Only support is the help documents.

[made4Uo]

Hi @aromeo456,

Follow this step by step. 

1. Open a new incognito browser.

2. Log in when you get to this page.

3. When you got into this page below, search for other, a box below appears. Click Get support, Continue

4. You should be routed to this page after.

Hope it helps

[aromeo456]

Unfortunately I am not getting that option for Chat, Email or phone feature. I even tried to email support@shopify.com, I get an automated response to open a case if I try to email them. I even tried to call this number 1-844-922-2863  they voicemails mentioned to go to https://help.shopify.com/questions. I can't go an create a case.  This is crazy I am getting no email support, chat, or call back. Only support I am getting is Shopify Help center. I even tried using incognito in chrome.Here are the screen shot below. Only Shopify help center is availableSelect StoresTwo options for Customer Support

[Emily]

Hi, @aromeo456.

Thank you for sharing those screenshots with me. I'm sorry you are experiencing difficulty contacting our Support Team. 

Sometimes the options disappear if we are not meeting demand and our queues are maxed out. However, that should only last for a short amount of time. Have you tried accessing the Support Team on a different browser or device? or clearing your cache/cookies? It could be an issue with the browser connection. Completing some local troubleshooting that I mentioned above should do the trick. If not, please reply, and I can look further into this for you. 

Thank you for being so patient with this. If you have any further questions, please let me know!

Talk soon,

[aromeo456]

Hi Emily,

I have tried clearing catche on both safari, chrome in my Mac. I even tried to login into my iPhone. Looks like Shopify support no longer provides any support via email, chat or call back. Only support they have is self support via help center.

I even tried to email them directly. This is the auto-response

Thanks for contacting Shopify Support! A support ticket has not been created.

From August 13, 2019, we have changed how you create a support ticket by email! As part of these changes, support@shopify.com no longer accepts incoming messages.

Instead, to get help or open a support ticket, visit the Shopify Help Center  where you can contact our Support team by email, chat or phone.

Our Shopify Help Center  is the best source on everything Shopify and the fastest way to get help from our Support Team. Where you will find information on setting up your store and ways to sell. We also have a YouTube channel  with great video tutorials, as well as the Shopify Community discussion forums .

We’ve been working hard to improve how you get help from Shopify Support. By contacting us via the Shopify Help Center, you have access to suggested resources as well as a number of time-saving steps like pre-authentication.

We look forward to hearing from you!

Shopify Support

[Emily]

Hi, @aromeo456.

Thank you for your response and that information. 

I believe you may be going through customer support vs. our merchant support. When you are in the help center, do you click log in? (image below)

Once you click log in, you will be asked to select a store. From there you will need to type in the topic of your question for example billing. Once you search your topic you will see "Continue" at the bottom of the page, please click continue. 

Once you click continue, you will see your options to contact support. Chat, phone, message, or community. 

Please let me know if you still have trouble contacting support after following those steps. Hopefully, this works for you!

[aromeo456 · Accepted solution]

Hi Emilly. Thanks so much for your help and it is finally working. Guess they changed the UI.

[Emily]

Hi, @aromeo456.

You are very welcome! I am happy to hear it started working for you. Thank you for your patience.

Please reach back out if you have any questions!

[asadghaliib]

Hi EMILLY 

i have some issues when i try to connect my facebook and instagram pages to shopify 

it always shows ineligible 

kindly fix it

[Emily]

Hi, @asadghaliib.

Thank you for reaching out. 

Can you explain what issues you are having or share a screenshot of the steps you are stuck at? Connecting your Facebook account is a bit of a process, and to help you the best, I need to know what issue you are having, and then I can give you the next best steps. 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[asadghaliib]

Pleasure to see your response 

Dear 

I m whenever I try to connect my facebook page with shopify store it shows an error like [ somthing went wrong] 

So . Kindly fix it as soon as possible 

Thanks 

 

[Emily]

Hi, @asadghaliib.

Thank you for sharing that screenshot; that is very helpful!

We do not have any outages or issues reported with our Support Team, which likely means this is a local issue. Have you tried clearing your cache/cookies and browser history? That should help! If not, try on a different browser or device to see if you can connect with the Support Team. 

Please let me know if these steps help you and allow you to reach our Support.

Take Care,

[asadghaliib]

Hi
I did clear my cach and cookies
And logged in with a different devie
But the remains the same
Kindly help me solving my problem
I begging you for last two weeks 😌😌😒

[rarai_s]

Hi Emily,

Im trying also to get in touch with support however Im not sure why it keeps getting me back to Help Center link whenever I click the "Contact Shopify Support" tab.

https://help.shopify.com/en/support/topic-select?shopDomain=lijodecor.myshopify.com

[Emily]

Hi, @rarai_s.

Thank you for reaching out! I am sorry your having trouble contacting our Support Team. 

Are you able to log in? You do need to select a topic and then another topic before you will see options to contact Support. Let me know if that works for you!

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

[gomes090]

am having issue with my  shopify store ...

[Emily]

Hi, @gomes090.

Thank you for reaching out. I am sorry you're having an issue with your Shopify store. 

I would be happy to help you! Are you able to provide a bit more context on what specifically you are having issues with? 

Talk soon,

[Maharam]

THQ team

[Surreabstract]

Aromeo and everyone else reading this. It's been 9 days since Shopify terminated my account and I have tried to talk to live Support Agent (bots), email support@shopify.com and billing@shopify.com all with no results to regain access to account or to get a refund. Today, I formally filed a complaint with FTC against Shopify and would like to file a class action lawsuit against them for unlawful termination of my account without prior notice. As a $148B business this lack of customer support is not only unprofessional, but entirely unacceptable. I urge each of you to file a complain with FTC at https://reportfraud.ftc.gov/#/. If you're interested in filing a class action lawsuit against them, please message me.