Feedback on contacting Shopify and getting a callback.

Store Feedback

Topic summary

A user seeks urgent phone contact with Shopify support but learns that callback services have been discontinued. Support is now available only through 24/7 live chat and email via the Help Center.

Critical Support Access Issue:
Another store owner reports being unable to reach support for over 24 hours due to a technical problem:

  • The AI assistant’s “Contact Support” button to enter the live chat queue is completely unresponsive
  • Issue persists across multiple browsers and after clearing cache
  • Email to support@shopify.com only generates automated responses directing back to the broken chat system
  • No ticket can be created through any channel

Business Impact:
The store owner has a critical technical issue with Shopify’s native cookies causing their tracking pixel to malfunction, but cannot report it due to the support access problem.

Status: Unresolved. The user is seeking information about when support access will be restored and how to create a ticket.

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

How do I get a call back from Shopify customer service? It is of utmost importance that I speak to them personally!
Thank you for any and all help.

2

Hi @pal24

Shopify has discontinued its callback service. However, their support team is available 24/7 through live chat and email. To contact them:

  1. Visit the Shopify Help Center.
  2. Log in to your Shopify account.
  3. Describe your issue to the AI assistant.
  4. Request to chat with a live support agent.

This process will connect you directly with a Shopify support representative.

If you have other questions, I will also answer them.

Best regards,

Daisy

3

Hello Daisy.

I am store owner with shopify. I have been trying since yesterday to connect with support in the live chat to report a serious technical issue relating with shopify cookies in my store. The automated ai agent after 3 correspondances requesting to speak to an advisor creates an UNRESPONSIVE small pop up labeled ‘‘CONTACT SUPPORT , enter the queue to speak with a Support Advisor’’ . I reiterate this is completely unresponsive and can not be clicked . I have tried from different browsers, cleared browsing data , etc to no avail. The issue is crippling my store so i also tried email in support@shopify.com . I received an automated response that a ticket has not been created and the only way to create one is through the live chat support which is UNREPONSIVE FOR MORE THAN A DAY NOW.

I HAVE NEVER EXPERIENCED SUCH A SEVERE SUPPORT LAPSE WITH SHOPIFY . ARE YOU IN A POSITION TO TELL ME WHAT IS HAPPENNING , WHEN WILL I FINALLY BE ABLE TO OPEN A TICKET AND CONNECT TO AN ADVISOR ??? MY STORE IS CURRENTLY WITHOUT A WORKING PIXEL BECAUSE OF THE NATIVE SHOPIFY COOKIES MALFUNCTION AND I CAN NOT EVEN REPORT THAT.