This system is deeply broken.
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.
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