wow I’m going back and forward and it is impossible to reach the live chat support, what’s going on?
I understand that you are having some issues getting a hold of our live chat support. We did have a momentary interruption with our service earlier today that could have affected your ability to sign in and see all the support options. In case you were not able to yet contact support, I will include the steps below for you to try:
- Follow this link: Contact Support - Shopify Help Center
- Sign into the affected store account (or continue without signing in)
- Search for your issue in the Help Center
- Scroll to the bottom of the search results and choose Contact Support
If for any reason you are still having issues with this, please clear your browser cache and cookies and share a screenshot of the last step you are able to get to and where you are clicking to move to the next page. We will be happy to continue troubleshooting this with you.
-Shay
this isn’t working, so frustrating just to talk to someone
Hi @printstoyou
Thank you for letting us know you are not able to get through the Help Center to contact live support.
Can you let me know what step you are able to get to? A lot of time I find the issue is that not everyone completes the step to search for their topic or issue or after they search, they click on an article and use the contact support button on that page.
If you open an article first and then use the contact support button it will bring you back to the first step asking you to sign into your store account.
Please let me know the order of steps you are taking and what you are seeing so I can further troubleshoot this with you.
How is this marked “solved”? I have been through every single recommendation and suggested trick to reach support, and every link, everywhere, simply loops back to the ‘Log in to your store account’ screen. JUST. RESTORE. AN. ACTIVE. LINK. TO. CHAT. SUPPORT. Stop playing games. this is insane. There used to be a chat button. Store is already logged in, chat support person could view my account, I ask a simple question and get a direct answer, problem solved in 3 minutes. Now the chat button has been removed and your paying customers, who are business owners, get sent on a fruitless hunt that does nothing but waste their time and escalate them to a rage by the time they finally ferret out a way to reach you. Is this how you want to start every support conversation? I have customers who are unable to complete purchases due to technical problems with YOUR platform, to which I pay very handsomely for a subscription, and I can’t even reach support on their behalf. This is costing me both my time and my sales. Not acceptable.
Hi @JoeVerdi
I am sorry to hear that you are having such difficulties contacting our live support. That is never a great situation to be in and I definitely understand how important it is to get this resolved.
All our merchants should always have access to our authenticated and live support channels. That includes email, live chat, and the ability to schedule a call back (so long as the wait times aren’t too high). All live support requests need to be initiated through our Help Center.
If the steps below are not working as expected please ensure that you do a full browser cache and cookie clear, attempt in another browser, and through a different internet connection (mobile data if available).
You can see in the screenshot below where to find the option to contact our support, and the “Contact Support > 1. Login” step should show to let you know that you are in the contact support workflow as well. There are 4 steps in total.
Once you login to your store account you will want to follow the prompts to choose the topic/issue you need support with. If you need help with billing then you would choose “Accounts > Billing” from the available options provided. Choose the topic closest to your issues so that the appropriate support options can be made available. On the final step (Step 4) you will be provided a list of related Help Center documents as well as all available live support options at the bottom of the page.
If for any reason you are still having issues getting connected with our authenticated support team, please reply back to your most recent billing email or email from Shopify directly to initiate an email ticket. This will ensure you are connected with our team for further troubleshooting.