Finding someone to help with a problem on this platform is a joke! It is ridiculous how HARD it is to get help! I have tried through the virtual assistant MANY times and can NOT get it to respond back. I have searched high and low for “contact options” and can’t find that either! What is wrong with this picture? We are running businesses and NEED easy access to customer service when we need it! I am to a point I am about to cancel this and go to something else! I can NOT run my business this way! 
AANNNDDDD when I try to attach photos of the “contact virtual support” conversation it won’t allow it!!
Topic summary
Main issue: A merchant cannot reach Shopify support. The Virtual Assistant doesn’t respond when prompted, “contact options” are hard to find, and screenshots of the failed chat can’t be uploaded. They express urgency and consider leaving the platform.
Support responses: Staff directed the merchant to the Help Center and advised telling the Virtual Shopify Assistant to “contact support” to reach a live agent. The merchant replied they have tried this many times without a response and still can’t upload images.
Latest update: A staff member suggested replying to the post‑chat email with attachments as a workaround, asked for the latest ticket number to review handling, and offered to walk through the connection process if the merchant specifies where in the flow they get stuck.
Status: Unresolved. Next steps requested from the merchant:
- Provide the most recent support ticket number.
- Describe the exact stage where the connection fails.
- Reply to the chat’s follow‑up email with screenshots if uploads fail in chat.
Hi, @Dulcevidakt21 !
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.
Thank you for sharing those details. We will need to access your account to gather more information. We would be more than happy to continue assisting you through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to “contact support.” It will guide you on the next steps to connect with a team member who can provide further assistance tailored to your account.
O I did. MANY times and it just never responded fed. I have pics of it but the pics won’t upload so I am basically stuck with no way of contacting yall and no remedy
Thank you for the additional context, @Dulcevidakt21 .
If you are having trouble uploading your photos to your support chat, you can reply to the email of your conversation once the chat ends. If you can provide the ticket number for your latest conversation with support, I can get someone to take a look at it and make sure it was handled correctly. If you are having trouble connecting to our support team, please tell me what stage you are stuck at and I can walk you through how to get connected.