Hi. I really need to contact Shopify Support. Every time I chat in their robot chat & ask for a representative it says “Click this link”, every time I click the link there is just random code on a new page it’s not even a webpage. I need to enable Shopify’s CCS API to use a calculated shipping app. Do I just speak w Shopify for this or can I do it on my own? It’s important bc it’s the last thing holding me back from moving forward w the store. Thx.
Topic summary
Issue: Contacting Shopify Support via chat opened a link that displayed raw code instead of a webpage. The merchant also needs to enable Carrier Calculated Shipping (CCS) API for a calculated-shipping app and asked if Shopify must enable it or if it’s self-service.
Guidance provided: A staff member shared the live support portal and troubleshooting to access chat:
- Clear cache/cookies and restart the browser.
- Try a different browser or incognito; disable extensions.
- Use another device or the Shopify mobile app.
- Switch networks (cellular vs Wi‑Fi).
- Allow pop-ups; check firewalls/pop-up blockers.
Outcome: The original poster successfully reached live chat by using an incognito window. No on-thread confirmation about CCS enablement; likely to be addressed with support.
New update: Another participant reports their Shopify store is offline and states they aren’t ready/able to get help from support, asking what’s going on. No replies yet.
Status: Access-to-support problem resolved for the original poster. CCS activation details and the new offline-store issue remain unanswered/ongoing.
1 Like
Hi there, @treeforest .
Our live support can be reached here. Please follow the prompts given by the virtual Help Center assistant in order to access our live chat support. If this is not working for you, please try the following troubleshooting steps:
- Clear your cache and cookies on your browser. After this, completely reboot the browser.
- Try on another web browser or an incognito window.
- 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.
- Try another device or on the Shopify Mobile app.
- Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
- 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
If after all of these steps you still cannot access live support, please reply here to let me know. Thanks!
Thanks so much!
Hi, thank you so much! I was able to get in contact with them through chat, after using an incognito window.
My Shopify store is offline, and I also am not ready to get help from support. What is going on?