Why is my live support chat not functioning on Shopify Developer account?

[WillyPenguin]

Hi, 

I no longer can access the Shopify Live Support Chat. I have a Shopify Developer account. 

Respectfully,

[AvadaCommerce · Accepted solution]

Hi @WillyPenguin,

Please follow these steps to contact Shopify Support:

• Go to Help Center and log in to your store.
• Select a topic from the ones provided:
  
• On the following page, select a sub-topic (the sub-topic options will differ based on the initial topic you've selected):
  
• After choosing a sub-topic, scroll down to the very bottom of the page where you'll see our available support options under Get Support:
  

I hope this helps.

[Rick · Accepted solution]

Hi @WillyPenguin 

I understand you are having some trouble contacting our support team via live chat. I'd be happy to help steer you in the right direction!

You mentioned that you have a Shopify developer account - are you a Shopify Partner? If so, you should be able to contact us via the Support tab of your partner dashboard. It will be in the menu on the left side of the dash. Alternatively, you can use this link here to reach out to our partner support team. 

If you are not a Shopify Partner, and are instead a Shopify merchant, then as @AvadaCommerce has mentioned, you can contact us via live chat by using this link here. After logging in you will need to select a main topic, and possibly a sub-topic. You should then be able to see the contact options, including the 'chat with us' option which is a live chat.

Of course, you can feel free to share any questions you have here, and either myself or other partners/merchants will try our best to answer them or point you in the right direction to receive assistance. Keep in mind we do not have account access here on the Shopify Community, so if your query involves a specific account then you should use the live chat option instead, as explained above.

I hope this helps you get in touch with us. Please do let me know if you continue to have difficulty with this.

[AvadaCommerce · Accepted solution]

Hi @WillyPenguin,

Please follow these steps to contact Shopify Support:

• Go to Help Center and log in to your store.
• Select a topic from the ones provided:
  
• On the following page, select a sub-topic (the sub-topic options will differ based on the initial topic you've selected):
  
• After choosing a sub-topic, scroll down to the very bottom of the page where you'll see our available support options under Get Support:
  

I hope this helps.

[Wellness2022]

Hello, I followed your steps, but the only options that come up for me are community and email. Chat and call back are never displayed. Can you help? 

[Rick]

Hi @Wellness2022 

Thanks for letting me know here.

The contact options that appear can sometimes depend on the topic you have selected in the help center. You can try searching for a different topic, as some issues are best suited to specific contact methods.

Using this link here, feel free to log in to your store and select a topic that relates to your query. You may also need to select a sub topic to be presented with the results page. There you will see commonly asked questions as well as help documentation about your chosen topic. However, underneath this you should see a section called 'Get Support' where you will find the currently available contact options.

During periods of high demand, some options may be limited, so it would be a good idea to try again later if you are only seeing Email & Community. 

I hope that helps, let me know if that works out OK for you! If there's anything I can help with here, please feel free to post your questions in this thread - just bear in mind I cannot see any account information, so I can only reply based on the information you provide, and the replies will be public for all to see, so please refrain from posting any private or confidential information.

[JoslinIR]

I can't get any help with my accounts! I've tried everything and am so done and want a refund!

[Rick · Accepted solution]

Hi @WillyPenguin 

I understand you are having some trouble contacting our support team via live chat. I'd be happy to help steer you in the right direction!

You mentioned that you have a Shopify developer account - are you a Shopify Partner? If so, you should be able to contact us via the Support tab of your partner dashboard. It will be in the menu on the left side of the dash. Alternatively, you can use this link here to reach out to our partner support team. 

If you are not a Shopify Partner, and are instead a Shopify merchant, then as @AvadaCommerce has mentioned, you can contact us via live chat by using this link here. After logging in you will need to select a main topic, and possibly a sub-topic. You should then be able to see the contact options, including the 'chat with us' option which is a live chat.

Of course, you can feel free to share any questions you have here, and either myself or other partners/merchants will try our best to answer them or point you in the right direction to receive assistance. Keep in mind we do not have account access here on the Shopify Community, so if your query involves a specific account then you should use the live chat option instead, as explained above.

I hope this helps you get in touch with us. Please do let me know if you continue to have difficulty with this.

[WillyPenguin · Accepted solution]

Brilliant it is working. Thank you for the advice.