Why can't I access online chat due to 'missing account details' error?

[Pawtrailsltd]

I want to speak to someone via the online chat but it keeps saying i cant with missing contact information, but i have no missing information.. 

error message below;

Missing account details

To proceed, go to your Shopify account settings page. Ensure that there is a name and email associated with your account in the Details section.

I have to sort this issue just to speak to someone about the main issue ahhhhh.

[Ollie · Accepted solution]

Hey @Pawtrailsltd.

Thanks for reaching out.

Just to gather some additional context, are you attempting to reach out to a Support Advisor using the online chat?

If you are attempting to contact our support and you are having issues, you can navigate to our Contact Us page and select the option to Continue without logging in. Once you select the option to continue without logging in, you will be directed to the Help Center - type in what you would like assistance with to locate the option to Get Support under the search results.

With that being said, this error message could be from there being no information in the settings. You can navigate to Settings > General from your Shopify admin to see the section called Store Details, I took a screenshot from my test store to show you the section I am referring to:

Let me know if you have any trouble.

[Kyotikk]

This doesn't fix the problem, I am having the same issue, have everything updated, and need support for another issue, but in turn, need support for this issue. I can only get support for this issue if I solve the issue. That doesn't make much sense. Could you please help us out?

[Deyw]

I'm having the same problem. All my information is complete but I get the same error.

[Imogen]

Hi there, @Deyw. Thanks for following up on this older thread! My name is Imogen. It's good to meet you!

The processes to connect with our Authenticated Support Team have changed since the inception of this thread. Nowadays, you need to use our Help Portal! Once you load that page, you should see a chat box appears, where you can speak with our AI Assistant. Let our AI Assistant know that you wish to speak with a Support Advisor and it will provide you with prompts that you can use to get connected with someone. Are you getting an error while trying to navigate this workflow?