Why can't I reach out to the support team?

[Cgear]

Hi Shopify,

 I am unable to contact shopify support. I have been put on a constant loop when I try to login.

I have cleared my cache, I have tried google chrome, Internet explorer, I have tried multiple computers/laptops, Iphone, Ipad, tried computers from a different location. I have followed every guide I can find and nothing.

Clearing the data /cache of my browsers causes me to lose hundreds of data point entry's of customers/retailers which I will manually have to add again, costing me time and money. I think is a serious flaw with your website to maybe be able to contact support.  An update needs to happen to fix this.

Can someone please reach out to me to solve this issue.

Kind regards,

Rob

[Maz]

Hello @Cgear!

Thanks for getting in touch with the Shopify Community! I can appreciate your situation is not ideal, and I hope we can get to the bottom of it together.

This is not a site wide problem, and so I am thinking it must be connected to your account. If you follow the steps on this video exactly, at what point specifically are you running into a difficulty in accessing our support? In addition to that, feel free to record the issue using this free program here, so that I can get a better understanding of it. This will help me investigate the issue further for you.

Is there anything that I can help you with now on this thread while we work to get you in touch with support?

[Cgear]

Hi Maz, 

 Thank you for reaching out, I tried all this step without logging in on multiple computers, clearing caches, mulitple browsers, ect. i tired once again this morning and still unable to login. 

I click contact shopify support at the bottom of the page, I then click continue without logging in.

It takes me to the page "lets get you the right help'. At the bottom of the page it gives me the options "Explore the shopify help center" or "visit the shopify community". I click Explore the shopify help center which takes me to Shopify Help center which i type in the search bar then click "Contact Shopify Support"  which takes me back to the page "lets get you the right help".

I hope this additional information helps.

Cheers,

Cgear

[Maz]

Hey, @Cgear!

Thanks for getting back to me. I believe the issue is due to the fact you're not selecting a topic when trying to reach support.

You either need to type in the relevant topic into the search bar on the homepage, or select a topic from the list to see the available support options for that topic at that time. So, for example, take these exact steps below;

1. Visit the Shopify help center here.
2. Scroll down to the bottom of the page and select 'contact Shopify support'.
3. It should ask you to select a store, so please log into your store.
4. Once you are at the 'Let's get you the right help' page, click on a topic rather than 'explore the Shopify help center' or 'visit the Shopify community' options. Ignore these.
   
   
5. It should then bring you to a new page which breaks down the topics even more which you can select, scroll down to the bottom of that same page, and you should see some support options available to you there.
   
   

That should work for you if you take my steps exactly, however please let me know if you're still having trouble with this. Have a great day.

[Cgear]

Thank you Maz,

Following this step allowed me to put in a call back once I went through store setting and through all the options.

Thank you for the help once again.

Kind regards,

Rob

[Maz]

Hey @Cgear!

Thanks for letting me know that it worked, I am delighted for you!

While I have you here, how are things going on your store? Have you got everything ready to go for BCFM?

By the way, if you feel like my answer above is helpful, please mark it as an accepted solution. Thanks!