Cannot find a way to speak with real person at Shopify support

Shopify Discussion

Topic summary

User seeks a way to reach a live Shopify support agent after the Help Center chatbot loops without offering human contact. Their goal is to remove their phone number from Shopify/Shop Pay; they deleted their account months ago but still receive Shop Pay texts when shopping. The shop.app/pay/phone-optout page returns an error (“Couldn’t complete this right now. Please try again later”).

Suggested steps to reach support:

  • In the Help Center AI chat, type “Contact Support” or “contact Shopify Support Advisor.”
  • Continue responding until “I still need help” or “Chat with a support advisor” appears, then select it.
  • Ensure you are logged into the Help Center with your (trial) store account before starting the chat.

Screenshots are provided to illustrate where the “chat with a support advisor” option should appear in the Help Center UI.

Outcome: No confirmation that the user successfully contacted support or removed the phone number. The issue remains open with guidance provided but no verified resolution.

Summarized with AI on December 28. AI used: gpt-5.
1

I just created an account and ‘store’ only because I want to speak with a live support member. The chatbot in the Help Center has me going in circles. I am now logged into my store’s admin page, but there is no option here that I see to connect with a Support Advisor like the chatbot says - see the photo below. The only thing I see is the Help Center when I click on my store name in the top right.

I did ALL of this just because I want to remove my phone number completely from the Shopify network. I deleted my account months ago, but I still receive texts from Shopify when I shop online. I’ve already tried removing my number via the https://shop.app/pay/phone-optout site, but I only get the response “Couldn’t complete this right now. Please try again later”

Can someone please connect me with live support so I can get this resolved?

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2

Hi,
Just type “Contact Support” in that chat and virtual assistant will connect you with real person
Thanks!

3

Hi @pawankumar !

You can reach out to them by going through their Shopify Help Center and enter your concern on AI chat box, respond to it until the “I still need help” or “chat with a support advisor” option appear. You can also try to message the AI “contact Shopify Support Advisor”. Keep on entering that message until the option “chat with a support advisor” option appear or be connected to one. Since you have a Shopify account on trial already, might as well log in to Shopify help center first before entering a text in AI chat box.

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