Can't Talk in Support Chat

Technical Q&A

Topic summary

A user is experiencing a technical issue preventing them from using Shopify’s Support Live Chat. When attempting to send messages, the text does not appear in the chat box, blocking communication with both AI and human agents.

Primary Issue:

  • Unable to submit messages in the live chat interface
  • Affects both automated and agent-based support channels

Underlying Problem:
The user is trying to reach support to resolve a credit card addition issue, specifically encountering a lock icon that prevents adding payment methods (similar to a previously reported community case).

Status:

  • The user is seeking alternative contact methods for Shopify support
  • Inquiring whether this is a widespread chat system problem
  • No responses or solutions have been provided yet
Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

I am not able to talk with an agent or even with the AI through Support Live Chat. Trying to open up a ticket but when I enter my message, it does not show up in the chat box. Is this a general problem reported?

I was trying to connect with support to resolve the issue I face, exactly the same issue this user faced: https://community.shopify.com/c/shopify-discussions/cannot-add-credit-card-lock-icon-appearing/td-p/1650967

Is there any other way to talk with the support?