Why can't I reply in the live chat feature?

[Anna781]

Hej all,

i am struggling to reply with the Shopify live chat. Hopefully anyone can help me in to figure out why i cannot reply to the messages? As the picture shows the green "reply to chat" turns grey and i cannot reply. How come is that? 

Have cleared the chache and cookies, updated the latest version of the browser and made sure to allow pop-ups. Thanks for some help!

[Ollie]

Hey @Anna781.
 
Thanks for reaching out. 
 
I appreciate that you have let us know which troubleshooting methods you have attempted as that is very helpful! Would you be able to attempt to use a separate browser to see if this allows you to speak with our live support? For example, if you are using Safari - try this action on Google Chrome.
 
In the case that this occurs again, could you try to use a separate device if possible? If you are using a desktop computer, you can attempt to chat with a Support Advisor using a mobile device. 
 
You can get in touch with our live support by logging into your online store using the Contact Us page. Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support to speak directly with a Support Advisor. 
 
Let me know if that does the trick. 

[Anna781]

Thanks Ollie- I appreciate you taking the time. As you mention, I have tried another device and it works from the mobile. But from another browser on the computer it doesn't work. It would be best from an efficiency point of view to be able to use both mobile and computer... Any idea what i need to do?

[Ollie]

Hey @Anna781.
 
Thanks for the quick response. 
 
I am happy to hear that you were able to reach out to our live support using the mobile device. At the moment, we are not receiving any reports of merchants unable to chat with Support Advisors using the chat feature. If you can confirm that you are unable to access Shopify's live support chat using multiple browsers on one device and there isn't a specific error message being displayed. There may be an issue with the desktop device that we are unable to identify. 
 
With that being said, I would suggest bringing the Support Advisors attention that you are experiencing this issue when attempting to use the Support chat feature using your desktop computer. Since they will have you authenticated for the store in question, they will be able to advise further. It certainly is not ideal to have to use a separate device to speak with our live support. 
 
Let me know if you have any questions.

[Anna781]

Thanks @Ollie It can probably be true that there is some limitation in the settings of the desktop that causes problems. But the question is how your advisers can help me with that - but will ask. It's so strange as I don't have problems with any other chat or support.