How can I effectively contact Shopify support?

Shopify Discussion

Topic summary

Users are experiencing severe difficulties accessing Shopify’s customer support, leading to widespread frustration and complaints about the platform’s support infrastructure.

Core Issue:

  • Traditional support channels (phone, email) have been discontinued
  • Current system requires users to interact with an AI chatbot in the Help Center to create support tickets
  • Many users report the AI assistant is non-functional, creating endless loops, displaying error pages, or failing to connect them to human advisors

Common Problems Reported:

  • Buttons to “select a store” or contact support are unclickable or missing
  • Users locked out of accounts cannot access support
  • Billing issues (duplicate charges, unwanted app charges) with no clear resolution path
  • Payment processing suddenly disabled for active businesses
  • New users unable to get basic account assistance

Shopify’s Official Response:

  • A community moderator provides troubleshooting steps: clear cache/cookies, try different browsers, use incognito mode, update browsers, switch devices/networks
  • Emphasizes that human support advisors are still available after successfully navigating the AI assistant
  • Offers to help with general (non-account-specific) questions in the community forum

User Sentiment:

  • Multiple users accuse Shopify of “gaslighting” by blaming browser issues rather than acknowledging system failures
  • Several merchants threaten to migrate to other platforms
  • Strong dissatisfaction with paying increased fees while receiving reduced support access
  • One user shared a phone number (1-844-686-4796) as an alternative contact method

Status: Unresolved. The discussion remains active with ongoing complaints and no systemic solution provided.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
5

Hey, @thischarmingham !

To clarify, as mentioned in my last reply, you need to chat with the AI assistant to be connected with our support team. The AI assistant helps streamline the support ticket creation process and helps you get connected to the right team, however, this does not mean you cannot speak with a support advisor. Our support advisors are there to assist you when you create a support ticket by chatting with the AI assistant.

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