Solved

How can I effectively reach Shopify customer support?

Harwy
Tourist
4 0 2

I'm currently trying to contact customer support to ask some basic question but I'm getting no where in the support page. No matter what option I select, I keep getting looped around to the start and i'm not able to live chat or send a request. I'd love to just simple get into contact with someone and ask some questions.

Accepted Solution (1)
Victoria
Shopify Staff
2145 150 251

This is an accepted solution.

Thanks for your question.

 

It is possible to manage your account from two separate IP addresses. Users can log in to their accounts from multiple devices and locations, as long as they have the correct login credentials. You can add and manage staff members to your store through our help center guide here. You can also assign permissions to determine the level of access that your staff has to your store.

Victoria | Shopify 
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Replies 9 (9)

Victoria
Shopify Staff
2145 150 251

Hi, @Harwy.

 

Welcome to the Shopify Community and thanks for sharing your question.

 

I'm sorry to hear you're having trouble accessing support via the Help Center. Rest assured, I'll do my best to troubleshoot with you and get to the root of the problem.

 

Once you've logged into your account through the Help Center and selected a support topic, are you able to see our contact options on the following page? Could you share a screenshot of your view for better visibility? Have you also tried accessing the Help Center in a different browser or clearing your cache?

 

Additionally, I'd be happy to answer any non-account-specific questions you have here.

 

I look forward to hearing back.

Victoria | Shopify 
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Harwy
Tourist
4 0 2

I wanted to ask if my account can be managed from two separate IPs in different parts of the world.

I wanted to have an employee from Venezuela be able to login and manage the account without issue. I don't want the account to be IP banned  

Harwy
Tourist
4 0 2

I still require aid

Victoria
Shopify Staff
2145 150 251

This is an accepted solution.

Thanks for your question.

 

It is possible to manage your account from two separate IP addresses. Users can log in to their accounts from multiple devices and locations, as long as they have the correct login credentials. You can add and manage staff members to your store through our help center guide here. You can also assign permissions to determine the level of access that your staff has to your store.

Victoria | Shopify 
 - 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

Henrique-nero
Visitor
1 0 4

That answer has just nothing to do with the question.

Ineedsomehelp12
Not applicable
2 0 0

Hi I am experiencing the same. I need to speak to someone, called number no longer valid.Help centre does not answer my question. I’m very frustrated. Thinking of leaving Shopify.

Victoria
Shopify Staff
2145 150 251

Hi, @Ineedsomehelp12.

 

Thanks for joining the thread!

 

I understand you're experiencing issues when it comes to contacting support. To clarify, async and chat are our most efficient and effective channels for quickly and effectively providing support to merchants, this includes ensuring you can get quick access to resources and other support teams. 

 

That being said, feel free to share your question(s) in the thread. If you require further assistance or account-specific support, please reach out to our team through the Shopify Help Center by communicating with the Help Center Assistant to create a support request. 

Victoria | Shopify 
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olgamfstore
Visitor
1 0 0

Has there been a solution for this? I'm having the same issue. Already cleared my cache and cookies multiple times, tried logging in incognito mode, and disabled all extensions except for the password manager. Tried Safari and Chrome, both latest version on the mac. This is getting ridiculous because the Contact Support page just never works.

Ollie
Shopify Staff
2397 454 402

Hey @olgamfstore.

 

Thanks for reaching out on this thread.

 

I appreciate that you have let us know what troubleshooting methods you have attempted as that is very helpful! 

 

If you are experiencing issues with getting in direct contact with our live support by navigating to the Help Center. You can reach out to a Support Advisor by navigating to this URL and completing the form here. Once you successfully complete the form, you should see the options to speak directly with a Support Advisor about the situation. 


Let us know if you have any questions.

Ollie | Social Care @ 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