Phone support?

[rustandglory]

Is it possible to get phone support with someone at Shopify? I'm spending soooo much time reading posts/blogs/FAQs, and a phone call would expedite resolution to an issue I'm trying to resolve for a client.

[Blair · Accepted solution]

Hey @rustandglory,

Thank you for reaching out to the Community! I'm happy to provide some assistance with scheduling a callback with our Support Advisors, to get this resolved. To provide some context, we are available 24/7 through email, chat, and callbacks to assist with any questions or concerns you may have.

We recently transitioned over to a callback system to ensure you spend less time on hold and more time growing your business. To schedule a callback, you can:

• Head over to our Contact Page and select Log In. 
• Select a Topic (i.e Starting a Store).
• Scroll to the bottom of the page to locate the Get Support, where our chat, email, and callback will be available. 

It's important to note that the callback feature will only be available to those that log into their account. Additionally, phone callbacks will be available depending on our current contact volume and may not be available if this becomes too high. 

Please let me know if you have any other concerns. 

[rustandglory]

Hi Blair, thank for replying. I am logged in, but don't have a store created yet. I selected a topic, and when I select "Contact Shopify Support" it asks me to select a store. Do I need to create a store first to get through for a callback? Thanks

[Blair]

No problem at all @rustandglory!

To provide some clarification, you would require a store in order to access the call back feature but can certainly look to our other options as well. If you are ready to create a shop, you can access our 14-day free trial to help get you started! 

Please let me know if you have any other questions!

[Taylore]

Your Get Support button is not working.  It just sends me on a loop, and then another loop

[Blair]

Hi @Taylore,

Thank you for reaching out! If you're having some trouble with contacting support, I would recommend attempting a few of the troubleshooting steps mentioned below: 

• Clear Cache and Cookies.
• Access the Support Page through an Incognito Tab. 
• Try using another Device (i.e cell phone or another computer). 
• Try using another Browser (i.e Chrome, Safari, or Firefox). 

Please let me know if you have any other concerns!

[patsy2]

Need a call now to find a lost order 

[patsy2]

Can I get a call???

[Scott1917]

Blair it's so said to see that Shopify has gotten to big to handle its customer support.  I have been trying to speak to someone at Shopify for well over a week and your call back but has not been available.  It does not matter what time of day it is.  Funny how you can play the chat game or send a message to Shopify and spend hours waiting instead just have a quick phone conversation.  As a ten plus user of Shopify it's really disappointing. Changes will be looked at in company for other web hosting in the near future after this last fiasco. 

My best, 

Scott 

[thepinkduchess]

I submitted this to the two emails I received. I’m a long time customer and I’m not pleased with the current lack of support.

SHOPIFY RESPONSE TO NO PHONE SUPPORT

I understand change. However, when I signed up with Shopify I was assured Live Phone Support. I've been with Shopify for approximately ten (10 +/-) years. In the last 3 the customer support hasn't been that great. There were occasional excellent support gurus, but in the last 18 months it's gotten worse. Now I discover after just recently speaking with someone a few months ago, there is no phone service and my rate increased.

This poor attempt at contrition with emails this morning doesn't sit well with me. My question was so simple, the amount of time needed to input it into the chat was longer than me “saying” it to a live person. I spent approximately 30 minutes going back and forth with what I’m not even sure was a person. Once I visited the community feedback pages, I noticed someone received the same poor excuse for no phone support as I did. If you’re not going to talk on the phone to people, you could at least be original in your lame responses.

As I mentioned in one of the posts I made and chats, I’m evaluating the pros and cons of my arrangement with Shopify.

I would strongly suggest you reinstate “Live Phone Support”. I’m pretty sure you offer it for your more lucrative accounts. I guess you have to be a multi-million dollar company to get phone support. I say that, because I doubt you’re telling a seven-figure company to use the chat. Or if you are, they can at least access the Chat feature on a device other than their phone.

Growing is a wonderful thing, but don’t forget the little guy that helped you get there.