Has shopify seriously removed ALL support now?

Dave-iKegger
Excursionist
20 0 6

This is goddam ridiculous.

Not only do you have to pay extra for apps for Shopify to be capable of doing anything that all other platforms are able to do natively but now they have taken away all forms of support except asking a forum?

All links to 24/7 support, contact shopify, get help etc all just lead to asking me to login (which I have, I have 2 multi-million $ shops I think I can figure out how to log-in) and then direct me to the self help centre where it seems the contact shopify has been removed, the contact link just takes me back to the start again.

My shop is broken, I've gone from multiple thousands a day to zero and get a "sorry there is something wrong with our checkout, please try later" message when people try to purchase and the best shopify has is pay another 3rd party to book a time to look at the issue?

What a complete crock of shit

Replies 5 (5)
Rick
Shopify Staff
Shopify Staff
908 86 140

Hi @Dave-iKegger 

 

Thank you for reaching out here.

 

I understand that you are experiencing some issues with your store. I would be happy to provide some guidance here.

 

I'm sorry to hear about the difficulties you're experiencing. I know that it can be frustrating to encounter issues with your store, especially when it has such a significant impact on your sales and revenue.

 

Regarding your specific issue with the checkout on your store, there could be a number of causes for the error message you're seeing. It's possible that there's an issue with your payment gateway settings, or there could be a problem with your website code or other settings that are affecting the checkout. Without more information about your store, it's difficult for me to provide specific guidance on how to fix this issue here. With that in mind, I would recommend reaching out to our support team again. 

 

You mentioned that you were having some difficulty with reaching our team. We offer a range of support options including email, phone, and chat support, as well as a community forum where you can ask questions and receive help from other Shopify users. If you use this link here, you can log in to your store, select a support topic/sub-topic and then you will be presented with the contact options. Live chat is usually always available as is email, however phone callback can be slightly more restrictive depending on the demand and current capacity. If you are only seeing the Community option, I would recommend trying the process again but selecting a different support topic.

 

While some Shopify features may require the use of third-party apps, there are many built-in features that allow merchants to customize their storefront and manage their business effectively. Can you share some more information about the type of extra features/apps that you require on your store, and perhaps I could assist with some solutions?

 

You mentioned that 'the best shopify has is to pay another 3rd party to book a time to look at the issue'. For certain things, our support can be limited. This is true when it comes to issues arising from third-party integrations such as apps or themes, or things that involve accounts from external platforms such as Facebook or Google. As these things are totally external to us, there are times when our scope of support cannot cover all eventualities, and it is necessary to seek support from other developers or services. Is this something that has happened in your case, and perhaps our team has instructed you to hire a Shopify Expert to help?

 

Rick | Shopify 
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arnoldmm54
Visitor
2 0 1

Unfortunately my experience has been like Dave’s. There is no way to get support beyond the help pages and chat. I have NEVER seen phone support in a year on Shopify but I was able to click ‘contact’ and write support.

 

That option has not been available to me for some time now. If it’s a browser,cookie,cache problem I’d be happy to know. I did try with two different browsers on Windows and on two browsers on IPad.

 

To me it feels more like Shopify is controlling who has access to that or only chat, but I may be mistaken.

Rick
Shopify Staff
Shopify Staff
908 86 140

Hi @arnoldmm54 

 

Thanks for reaching out here to share your experiences. I am sorry to hear that your experiences haven't been as you would expect from Shopify.

 

We are constantly updating our Help Center and our support offerings in order to provide the best support possible, so the methods for contacting our team may update from time to time, but our team is always there 24/7 to assist. However, I do appreciate the fact that you would want phone support - I would be happy to pass this feedback on to our team here.

 

You mentioned the cache & cookies of your browser. Sometimes, outdated or corrupted data stored in your browser can cause issues. Clearing your cache and cookies can sometimes help resolve problems with pages so I would definitely recommend trying this if you are seeing unexpected behaviour.

 

Rick | Shopify 
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arenaetrade
Tourist
4 0 2

Hello Rick,

 

How can you write so positively about Shopify support when they keep customers locked out of their own stores, promise via chat (my case 5 times) that they will make this matter urgent and you never hear from them again? I'm being billed for a store Shopify won't grant me access to because of a technical glitch THEY are responsible for. This is actually criminal. And ever worse that the only thing they need to do is to remove the 2 step authorisation which would not take more than 30 seconds. To make it more ridiculous someone from support wrote to me that they did remove it... but they did NOT. And again, I don't hear from them anymore.

It has been over a week and literally no-one gives a single f and reaches out to me. I have not slept the whole night, just feel like crying. I have postponed meetings with investors and I just sit anxious that a platform I trusted with my business is ruining it right now. 

 

If you have any sympathy for my case and can make a change this is my ticket number: 41743710 I'm desperate for some help..

 

Sylwia

Rick
Shopify Staff
Shopify Staff
908 86 140

Hi @arenaetrade 

 

Thanks for reaching out here - welcome to the Shopify Community.

 

I'm sorry to hear about the frustrating experience you've had with receiving support thus far. I understand your frustration and the urgency of the issues you are currently facing with your store.


I would like to clarify that here on the Shopify Community we do not have access to support tickets or accounts, so I am unable to provide any updates or further context on this matter in this thread. However, I appreciate you quoting your support ticket number. While I cannot provide account specific support here relating to the ticket, I would be happy to leave a note with the team handling the issue to let them know you reached out here for assistance.

 

I want to assure you that our support team is fully equipped to handle your issue and provide you with the best possible solution. As mentioned, I would be happy to flag your ticket with the team responsible, requesting that they provide you with an update as soon as possible. 

 

You mentioned that it has been a week since you heard from our team. Depending on the specific issue, it can take some time for the team to work through the matter and revert back via email with an update. If you haven't done so already, I would encourage you to reply to your email ticket with any further concerns or queries you have, as each reply will be received by the team.

 

Rick | Shopify 
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