Has shopify seriously removed ALL support now?

Technical Q&A

Topic summary

Multiple merchants report being unable to access effective Shopify support while facing critical store issues. One has a broken checkout (“something wrong with our checkout”) that dropped sales to zero; others say support links loop to the Help Center with no clear path to email or phone.

Reported issues:

  • Support access: only chat/community shown; email/phone options not appearing for some despite trying multiple browsers and devices. One user says they’ve never seen phone support.
  • Account lockout: a merchant says 2FA (two‑factor authentication) is trapping them out despite support claiming it was removed; they’re being billed without access (ticket 41743710).
  • Platform limits: concern over reliance on third‑party apps/experts and support deferring on third‑party themes/integrations.

Shopify rep responses:

  • States 24/7 support exists via chat/email, with phone callbacks subject to capacity; advises using the Help Center flow and selecting different topics if only Community appears, and clearing cache/cookies.
  • Notes support limits for third‑party integrations; suggests causes for checkout issues could be payment gateway, code, or settings.
  • Cannot access tickets in the forum but will flag the cited ticket and recommends replying to the email thread.

Status: No resolutions confirmed; issues remain open.

Summarized with AI on January 17. AI used: gpt-5.
3

Unfortunately my experience has been like Dave’s. There is no way to get support beyond the help pages and chat. I have NEVER seen phone support in a year on Shopify but I was able to click ‘contact’ and write support.

That option has not been available to me for some time now. If it’s a browser,cookie,cache problem I’d be happy to know. I did try with two different browsers on Windows and on two browsers on IPad.

To me it feels more like Shopify is controlling who has access to that or only chat, but I may be mistaken.