Customer Support virtual help keeps taking me to error page

Shopify Discussion

Topic summary

Customers report being unable to access Shopify Support via the virtual assistant, encountering errors when selecting a store and when the support page loads. One user highlights urgency due to an upcoming product launch.

Error details: attempting to request a call prompts “select a store,” then redirects to an error page; others see “There’s a problem loading this page… visit our status page for updates.”

A Shopify staff member offers to help in-thread with non-account-specific questions and, if needed, to connect users with an advisor for account access (not available publicly).

Recommended troubleshooting steps:

  • Clear browser cache and cookies.
  • Refresh the page multiple times.
  • Access the support link via Google Chrome.
  • Check Shopify’s status page; the issue may have occurred during a platform outage and could resolve after retrying.

Current status: No confirmed fix yet. Users are asked to try the steps and report back; assistance will continue based on results. The discussion remains open.

Summarized with AI on January 13. AI used: gpt-5.
1

Help! I’ve been trying for two days to get through to costumer support. Yesterday morning it was completely down, and now, when I ask the virtual help to request a call it says “select a store” and when I click on that, it takes me to an error page. I’m launching two new products this weekend, and the fact I have no way of contacting Shopify has me pulling my hair out. Any suggestions would be greatly appreciated!

2

Hi, @jakenodar

I’m sorry to hear that you’re experiencing difficulty reaching our support team. I’d be happy to assist you here with any questions you may have before your launch. Please note that I cannot access your account publicly but we can see how far we get addressing your questions without private information.

If we reach a point where the account needs to be accessed, I will be happy to help you get in touch with an advisor.

Looking forward to your reply.

Best,

3

Same issue keeos saying theres a problem loading this page!

4

I meant it keeps saying

There’s a problem loading this page

There’s a technical problem with Shopify that has prevented this page from loading. Try reloading this page or going to another page in Shopify. If that doesn’t work, visit our status page for updates and try again later.

5

Hi, @Wbradley

I’m sorry to hear that you’re experiencing issues accessing our support page. I encourage you to clear your browser of cache and cookies to see if that solves anything for you.

Please refresh the window a few times and try accessing the support link through Google Chrome.

Please let me know how that goes and I’ll be happy to assist further in any way that I can.

Best,

6

Thanks for further context here, @Wbradley .

It looks like you may have tried accessing our support page during a platform outage. Please try the steps outlined above and let me know if you still experience issues.