Are you also experiencing delayed responses from Shopify support?

Shopify Discussion

Topic summary

Multiple merchants are reporting significant delays in Shopify support responses, with wait times exceeding 10 days. Common issues include:

Primary Problems:

  • Account lockouts lasting up to 2 weeks without support contact
  • Shopify Payments issues causing financial losses (hundreds of dollars reported)
  • API errors with elevated error rates and no response beyond ticket numbers
  • New stores being shut down within 2 days with no advisor access

Merchant Response:
Several users are actively considering or preparing to migrate their businesses to alternative platforms. One merchant mentions operating 5 Shopify stores and has already begun transferring two stores elsewhere.

Official Response:
A Shopify representative provided standard guidance for account-specific issues (particularly two-factor authentication lockouts), directing users to contact support directly through the help page and wait for escalated team responses.

Status: The discussion remains unresolved, with no concrete timeline provided for support improvements. Frustration centers on the contrast between Shopify’s size/reputation and current support quality.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

My ticket was created over 10 days ago, and support still has not responded in the support inbox, let alone sent me an email as promised.

As a long-time Shopify user, this is unacceptable.

I have been locked out of a newly created Shopify store for almost 2 weeks, and support is nowhere to be found!

Is anyone else experiencing such extreme wait times?

I’ve dealt with Shopify support for many years and never experienced such poor support until now.

We are highly considering moving all future shops to a new platform.

2

Shopify API started throwing an elevated error rate at us earlier this week. Had to do all sorts of workarounds. No reply from support. Just a ticket number. We’re bleeding all over this and are considering moving our business elsewhere.

3

Hi @dresac ,

Thank you for reaching out to the Community. I’m happy to provide some guidance on this request, to ensure it gets resolved.

As you require the two-factor authentication feature to be disabled, you will want to connect with us directly. This will allow you to follow up with us on your open ticket, as we’re unable to provide account-specific support via the Shopify Community. We will also be able to confirm the appropriate steps have been taken to ensure this gets resolved as quickly as possible.

To connect with us, you can:

  • Head over to our Contact Page.
  • Enter ‘Can’t log in’ into the chat box.
  • Select the ‘I still need help’ option
  • Select the ‘Account Support’ prompt to view our available support options.

If you have followed up with our advisor team already and it has been advised that your ticket was escalated, then you will want to wait for our reply. While I can completely understand how that may not be ideal, our escalated teams are working as quickly as possible to ensure this gets disabled.

To learn more about this security feature, you can check out our Two-Step Authentication document as it touches on this further.

Please let me know if you have any other questions or concerns.

4

Same here

I have opened a ticket with them regarding my issue with Shopify payments, since 10 days now.

The Shopify Payments Team has not even responded to me yet, let alone resolve my query.

I have lost hundreds of dollars because of this already and would strongly be looking at moving off shopify, due to this experience.

This is absolutely unexpected from a big company like shopify.

5

I have the same problem as you. I have registered other platforms and am ready to migrate. We have 5 Shopify stores and contribute a lot of sales to them, but their customer support is frustrating. I am migrating two stores to other platforms and then continue to transfer.

6

I am having the same issue now. I already have a site, for a few years, and started a new business and they shut it down in only 2 days. Now I can’t get in touch with a support advisor and haven’t been able to for days.