Yesterday I started a chat with a Shopify live agent, but the session was abruptly disconnected right after I shared my issue. Since then, I haven’t been able to start a new chat — I keep getting the message: “You’re already chatting with us. You’ll need to end your active chat before starting a new one.”
Even though the chat appears as a transcript, the same session window reopens every time I log in. It seems the previous session wasn’t closed properly.
Does anyone know how I can reach a live agent again or close the stuck session?
The only email I received regarding this matter was an automatic “Shopify Support - No reply" email which informed that chat is closed, but same message of: “You’re already chatting with us. You’ll need to end your active chat before starting a new one.” appears each time a ‘Chat with us’ is selected. Cache cleared, different browsers tried, many attempts via Shopify Help, but no success to access live agent.