Contact Support

Shopify Discussion

Topic summary

A business owner is unable to access Shopify support after phone support was discontinued. The main issue involves a broken contact flow:

Technical Problems:

  • Clicking “Contact Support” only redirects to an AI chatbot
  • A button appears in the chat to reach live support, but it glitches and becomes unclickable
  • Multiple duplicate buttons appear on screen
  • The AI chatbot loops repeatedly, asking for reasons to contact support without progressing
  • Issue persists across different browsers and after page refreshes
  • No email address is provided by the system

Suggested Workarounds:

  • Contact via Twitter (@ShopifySupport) or Facebook
  • Try the Help Center while logged in
  • Contact bank directly for billing/payment issues

Community Sentiment:
Long-time users express frustration that Shopify removed phone support as the platform grew, despite it being a key reason merchants originally chose the service. Chat support is described as time-consuming with inconsistent operator quality. The issue remains unresolved, with users noting premium-tier clients may have better access.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

There is no way it seems to get help as a business owner. I was told that Shopify had good support, so this is complete bullbleep that they have decided to do away with phone support. When I hit the contact support button on the webpage in the help center, it shoots over to the chat which just goes round and round in circles. Then if you do get it to acknowledge you want to contact support, there appears a button in the chat. No matter what browser I use or how many times I refresh the page, I cannot click and get in the bleep queue. Does anyone know how to get in contact with support?

2

Hi @aspenz

You can try to reach them via Shopify’s Social Media Support – Tweet them at @ShopifySupport or message them on Facebook. Or, Go to Shopify Help Center (https://help.shopify.com/) → Click “Contact Support” → Choose Live Chat or Email (you may need to log in).

If urgent, I think you should contact your bank if the issue involves billing or payments

3

Thanks, but the problem is I click contact support and all it does is switch to the AI chat. I never get an option to have a live chat or email. The button that appears in the chat just starts to glitch and ten or so of the buttons appear in the chat. I cannot click on them. And the AI chat refuses to give an email address if you ask it. And then the AI chat forgets that we have spoken and asks all over again would I like to contact support but it needs to know a reason. It’s a level of hell that I don’t feel that I should have to pay for. I have tried two browsers and refreshing the page multiple times. I will try reaching out via social media. Thanks for the suggestion.

1 Like
4

It’s so terrible!!!

Good luck :slightly_smiling_face: Hope everything will be ok with you

5

Welcome the hell of dealing with Shopify. I have been with Shopify for years. The reason I joined Shopify was because they had phone support. Once they started to grow, they took away the one thing everyone loved about working with them. Don’t waste your time trying to talk to speak to a person. Apparently, that luxury is only for the top tier clients.

Back in the day, you could call customer service and have your issue resolved in a few minutes. Now, you have to jump through several hoops, just to get a chat operator. I don’t they realize it takes longer to get through on the chat. I also noticed some of the chat operators have unpleasant attitudes. It’s very frustrating and a pain in the neck. Don’t bother complaining, because Shopify doesn’t care.

You aren’t the only person angry and frustrated with Shopify customer service. To add salt on your open wound, I’ve heard they are the best e-commerce host. If you find something better with live phone support, post it in the chat.