Why is my Shopify support chat continuously looping?

[Redherring08]

I've been trying to connect with Shopify support for over an hour. Each time I try, it has me select the shop, then it takes me to the "Let's get you the right help" page, then click the "Explore the Shopify Help Center," click the option I need, and finally click the option I need help with, and it takes me right back to the select the shop page. Is chat not an option anymore? 

[Greta]

Hi there, @Redherring08!

I'm sorry to hear you've been having a hard time getting in touch, I'm happy to help.

Our live chat is definitely still an option, along with our callback feature and email. All are available 24/7, so what you're experiencing shouldn't be happening. I recommend clearing your cache and cookies and restarting your browser, and/or using an incognito window, and then following these steps:

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Log in (recommended) or Continue without logging in
3. Use the Search Bar to look into your current issue, such as "Issue with theme" or "Request callback"
4. Scroll down to where it says Get support and click Continue
5. Choose one of the available support options

Please let me know if you follow these steps and still run into issues, and I'd be happy to take another look.

[marco7927]

Hey @Greta , 

When I clear my cache or use incognito it's still impossible for me to access the shopify support site. Because when I login and select the store, it automatically deselects the store in the next step. 

Every time I repeat that step, it repeats deselecting the store. I end up in an endless cycle and can never access the support site. I have this problem since a couple weeks. 

Appreciate any help 🙂 

[Greta]

Hi, @marco7927!

Thank you for your message, and for letting me know what troubleshooting steps you've already tried. That's super helpful!

Since clearing your cache/using an incognito window isn't working, I recommend following these steps to access the live chat without logging in (please note that when you'll be unable to access the callback feature):

1. Head over to this link: Contact Shopify Support · Shopify Help Center
2. Click Continue without logging in
3. Select the support topic that best suits your inquiry (such as Account or Store settings)
4. Scroll down to where it says Get support and click Chat with us

You'll then be connected with a Support Advisor that will help you with your inquiry. They can also manually authenticate during the live chat, which means they'll be able to access your account and see what you're seeing.

Please let me know if you have any other questions!

[sarahrose325]

a year later and the live chat is still broken and it's impossible to contact shopify support. I've tried everything and it's still broken and I'm still stuck in limbo waiting forever for an advisor who will never respond

[Greta]

Hi, @sarahrose325!

I'm sorry to hear you're having trouble getting in touch with our live support team. If you head over to the Help Center and enter the details of your question into the chat assistant, do you see the option to select I still need help? If you're encountering something else, please share a screenshot so I can investigate. 

I look forward to assisting you further!

[sarahrose325]

Your support is very glitchy and support advisors aren’t helping. Bring back a phone number and stop scamming my business!! This is the worst customer service 

[crysa]

i have the same issue whats going on do u know another opttion instead of shopify bcs i can see is getting worse

[Greta]

Hi, @sarahrose325.

Thank you for sharing this, and I'm sorry to hear about your negative experience. If you're having issues using our Help Center, I recommend clearing your cache and cookies and/or using an incognito window as those steps resolve a lot of common issues. You can also share feedback after your conversation with a support advisor, and that feedback is used to learn from interactions and train our team. 

I certainly appreciate your feedback about our support offerings, and will make note of it with our developers. Thank you again! 

[sarahrose325]

Thanks for the super NOT helpful advice. Doesn’t matter how many complaints Shopify receives, their support system is still messed up and they aren’t implementing any changes. Instead they have you going around telling people to clear cache like we didn’t already try that and tell a dozen support advisors before you

[Greta]

Hi, @sarahrose325.

I certainly understand where you're coming from, and I appreciate you sharing your thoughts with me. Our developers are actively working to resolve any issues that people have with the Help Center, and to improve the experience overall. Local troubleshooting such as clearing your cache or refreshing the browser has helped other merchants, so I always like to suggest it. 

Thank you again!

[foldingup]

seem Greta is chat bot as well

[foldingup]

shopify only chat bot... no support i can't change inventory and cancel the order and shopify unable refund and now chargeback. trying to call them for a month, send mail they said no longer mail support called Australian number phone support no longer available, asked to live chat.. there is only chat bot not a real person...messages.. mentioned under

I understand waiting can be frustrating. Rest assured, a Support Advisor will be with you as soon as possible. Thank you for your patience!

waiting

I understand waiting can be frustrating. Rest assured, a Support Advisor will be with you as soon as possible. Thank you for your patience!

[Greta]

Hi, @foldingup!

I'm sorry to hear you're having trouble getting in touch. Currently, the only way to contact our support team is through the Help Center. We don't have a support phone number or email, so I recommend only going through the Help Center in the future. 

From what you're describing with the live chat, it sounds like there may have been some local issues. I recommend clearing your cache and cookies and/or using an incognito window and following these steps again:

1. Head over to the Help Center.
2. Enter the details of your question into the chat assistant.
3. Wait for the chat assistant's response and click I still need help.
4. Follow the prompts to be connected with a Support Advisor.

We'd be happy to look into any issues you're having. Please let me know if you have any other questions!

[DINKYtehC]

it isnt working?

[DINKYtehC]

support on mobile phone not working

[Greta]

Hi, @DINKYtehC!

Thanks for reaching out. Can you tell me more about the issue you're having? I haven't received any reports of support not working on mobile. If you have any screenshots of the issue that would also be super helpful! 

I look forward to helping you further. 

[DINKYtehC]

hello

thanks

it appears shopify is not optimised for mobile use for fluid use at least from how it kind of seems somewhat?

for example i cant upload a picture on this thread showing that the support and help website is not available on mobile 

i dont use a computer often

kindest thnks

kindest of thanks

[Greta]

Hi, @DINKYtehC!

Thanks for getting back to me. Depending on your device, you should be able to add a photo to your post by clicking within the text box and selecting Add photo (or something similar). 

Regardless, you definitely should be able to contact support using your mobile device. The chat assistant would look something like this (these are screenshots from my iPhone):

You can do almost all Shopify functions on a mobile device that you can on a computer. There are sometimes just different steps!

If you have any other questions please let me know and I'd be happy to help. 

[DINKYtehC]

 oh k i uploaded a photo

in addition i could touch base to support on messengr on fb so at least that is helpful 

kindest of thanks 

[foldingup]

yes i being trying for a months not working.. no email and phone support stopped as well..