A merchant reports five days of unsuccessful attempts to get help from Shopify chat support for a frozen/unresponsive Admin panel, saying chats repeatedly ended with “we’ll email you” or apparent disconnections, and no follow-up emails arrived. They cite multiple ticket numbers and note ongoing business impact from the downtime.
A Shopify representative responds that email replies typically arrive within 24 hours but can take 48–72 hours, asks whether any email has been received, and provides local troubleshooting steps to rule out browser/device/network issues.
Suggested actions:
Clear cache and cookies, then fully restart the browser; ensure cookies aren’t blocked.
Try a different browser; use incognito/private mode and disable extensions.
Update the browser to a supported, current version.
Test another device and the Shopify Mobile app.
Switch internet connections (e.g., cellular vs. Wi‑Fi).
Allow pop-ups and confirm no firewalls or pop-up blockers are interfering.
Status: No resolution yet. Awaiting an email response from support and confirmation on whether the troubleshooting steps change the outcome. Key open questions: Has any email arrived from advisors, and do the suggested steps restore Admin access?
Summarized with AI on February 10.
AI used: gpt-5.
Its been 5 days i am contacting shopify chat support daily. At first day lady Said she will inform us by e mail because she doesn’t know how to solve issue. And for 24 hours ahe didn’t
i talk to 5 times next day 5 different people on chat support 3 of times they stop rplying on chat and email us “ it look like you got disconnected “
and 2 times same like we will do via e mail
after that next night i talk to lady she took about 1 hour and at the end she said she will via e mail. As per our previous encounters we believe they don’t care at all and just will throw us on email and will not ever rpl ( not to mention we email all the 7 persons but no rpl)
anyhow she said she will rpl and fully invested and she care things like that. Its 24 hours and not a single rpl from them
These are my ticket number
my shopify Admin panel is stuk and doesn’t move at all and evey hour i bare a loss and shopify support is just like teasing and wasting people time.
If you’re waiting for a response from a Support Advisor, you should generally receive an email with 24 hours, however this may not be the case all the time and can take up to 48 - 72 hours. Have you still not received an email at all from our advisors?
Have you tried these local troubleshooting solutions below -
Clear your cache and cookies on the browser. After this, completely reboot the browser.
Ensure the browser’s cookie preferences are NOT set to “Block all cookies”.
When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.
Ensure the web browser is up to date on the latest version (we don’t support every browser, but we do support these ones).
Try another device, like another computer or mobile phone.
Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
Ensure there are no pop ups being blocked in the web browser.
Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere.
Let me know if you have already tried these steps above!