Chat not working, upgrade not reflected

Technical Q&A

Topic summary

A user upgraded from Basic to Grow plan but cannot access Shopify’s help center chat (only seeing pulsing dots) and notices no visible differences despite the plan showing as active.

Likely causes:

  • Chat technical delay or unresponsive agent
  • Plan feature activation delay on Shopify’s backend
  • Browser cache issues

Recommended troubleshooting steps:

  • Refresh browser and re-login
  • Navigate to Settings > Plan to verify listed features match Grow plan specifications
  • Clear browser cache or try different browser
  • Use alternative support channels: Shopify’s Twitter (@ShopifySupport) or email

Important context: Grow plan differences from Basic are primarily backend improvements (enhanced support, advanced reporting/analytics) rather than visible interface changes, which may explain why no obvious differences are apparent.

The issue remains unresolved pending further troubleshooting or Shopify support response.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
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I can not get a reply on the shopify help center chat. Only 3 pulsing dots. I upgraded from basic plan to the grow plan. I am not seeing any difference at all. When I view the plan, grow is shown to be the plan. Please advise!

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Why This Happens:

  1. Support Chat Delay: The 3 pulsing dots mean the support agent is either not responding or there’s a technical delay.

  2. Plan Features Not Showing: Sometimes, after upgrading your plan, the new features don’t show up right away. It could be a delay on Shopify’s end or you might need to refresh/recheck certain areas.

What You Should Do (Step-by-Step):

  1. Refresh Browser: Close the tab and log in to Shopify again.

  2. Check Features: Go to your Settings > Plan and compare the features listed with what’s on the Grow Plan page.

  3. Clear Cache: Sometimes browser cache causes issues. Clear your browser cache or try logging in with a different browser.

  4. Try Another Way to Contact Support:

    • Go to Shopify Support

    • Click “Log in”

    • Choose “Chat with us” again

    • If it still doesn’t work, try using Shopify’s X (Twitter) @ShopifySupport or email them.

Extra Tip:
Shopify Grow Plan may look similar to Basic, but the main difference is better support and reports. You may not see big design changes — the difference is in tools and data access.

Let me know if you want help checking if your Grow features are active.