Does partner support chat exist?

Shopify Discussion

Topic summary

Difficulty accessing Shopify Partner support to remove a user from a partner team. Chat agents repeatedly routed to non-partner support; the partner support link loops back to the same chat, and guidance to use official channels was vague. An email address provided for partner support returned an auto-reply stating it has been unmonitored since Dec 2018 and no longer creates tickets.

Update and guidance:

  • Use Partner Dashboard > Support to contact Partner Support directly.
  • Check the Slack channel link referenced on the Dashboard’s support page.

Context and clarifications:

  • Partner Dashboard is Shopify’s portal for partners to manage apps, teams, and support.
  • Tier-0 support refers to first-line, generalist agents; not engineers or specialized partner staff. Merchant support quality is noted as lower than partner support, though both start at tier-0.

Outcome/status:

  • No confirmation that the original issue was resolved.
  • Key question remains whether a functioning partner support chat exists and the exact access path; discussion appears ongoing.
Summarized with AI on December 16. AI used: gpt-5.
1

My God, the experience I’ve had with Shopify chat support has been the most amazingly terrible thing imaginable. I need to get help with deleting a user from a partner team. After spending a ridiculous amount of time explaining the issue to the chat agent, I was informed that “that” support was not for partners. WTF? I was then directed to a link to get me to partner support, but that link eventually leads right back to the same support chat. I then chatted with someone else, and the first thing I asked was if this was partner support. Of course it was not and the agent proceeded to give me volumes of information on how to access partner support, all of which was useless. At one point I was told to contact the “official channels”. WTF again? I asked what that was and I was given useless info. One was an email address which I thought might be promising.

After spending too much time composing an email to this support address, I sent it, only to get a response stating that “As of Dec 2018, this email address is not monitored and will no longer create support tickets.” Are you fking kidding me?

It’s really sad how useless and time wasting most support interactions are these days.

And still, no way to contact partner support after all of that.

1 Like
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Partner Dashboard > support

Even with the drastic dip in quality for front facing merchant-support in over a decade I can only think of 1 poor quality experience worth remembering I’ve had with partner-support and even that was understandable due to the complexity.

Bear in mind with any platform it’s still mainly teir-0 support your engaging with and not actual devs/engineers nor face-to-face staff your interfacing with as a partner.

Also see the slack channel link in the same dashboard support page.