A user is experiencing difficulty accessing Shopify’s customer support, encountering a login loop when attempting to contact the team through the Help Center. Despite paying $250+ monthly and being a 10+ year customer, they cannot reach support via phone or email.
Support Access Process:
Common Issue:
Many users mistakenly click on topic links under “Common articles” or the “24/7 Support” footer link, which causes the looping problem. The correct path requires using the search function and clicking the “Continue” button that appears below search results.
Troubleshooting Steps:
Status: The original issue remains unresolved for the user despite following suggested steps. Another user also requested direct contact information, which Shopify staff cannot provide due to account authentication requirements.
It seems that Shopify discontinued phone support (while still paying $250+ a month!) a while back, however now the rather annoying “find your damn answer somewhere on a blog/ community” page with an option to click the “contact Shopify” support keeps looping back to the same page to login and going to the FAQs page. I can not even email the Shopify support. Appalling!
Anybody has been able to contact Shopify support and likes to share that “trick” with me. Cheers.
Hi, @jmhboom .
Phone support is still available, though it is now offered via callback so that you don’t have to wait on hold while we receive a large volume of support requests.
I’d like to help you resolve the looping issue you’re experiencing so you can access callbacks, live chat, or email via the Shopify Help Center. Please follow these steps to get in touch with our team:
Please make sure that you’re clicking the Continue button, and not the “24/7 Support” link in the footer of the website which takes you to the Shopify Help Center page. This is often the cause of the looping issue. However, if the page is still looping after following these steps, search for browser updates, try clearing your cache and cookies, or try accessing the Shopify Help Center from another browser and/or device to troubleshoot.
I also saw your other post regarding adding Venmo to your store. At this time, Venmo is available to stores operating in the United States. If you’re in the US and already have PayPal installed on your store, Venmo should appear at checkout to any customers also in the US who have the Venmo app on their device.
Not resolved:
Still no way to contact Shopify, still the same " looping issue. The “clear cache” try other browser suggestions did not help:
I did as suggested:
I login on Shopify Help center
I click subject ‘find support for your theme’ at Help Center
Select on bottom “Contact Shopify Support”
Have to select xxxx.myshopify.com store / active store
and I am back on the Contact support page ‘find support for your theme’ at Help Center
and there is no way to bypass this
Result: 72 hours with no Shopify support, (and not able to contact) while running a professional online business,
So your answer is exactly what the problem is (did not help me) and it is not resolved, please contact me ASAP to have at least to option to connect with Shopify!
Same situation in Safari and or Chrome on a Mac.
Is it too much to ask to have me pay $250+ a month and Shopify services and you not want me to call or email at all (provide an email or phone number).
Please give me a damn phone number or email to contact Shopify support (I can not connect to support so I can not resolve this issue)! I am a paying customer for 10+ years and deserve better). Painful.
Or call/ email me asap. Thank you very much,
I appreciate you taking the time to outline the path that you followed. It sounds like you’re clicking on the “Finding support for your theme” link under Common articles.
If you’ve reached the Contact support page in this screenshot, you’ve completed step 1 (logging in from the Shopify Help Center) and are in the right place. From here, please follow steps 2 and 3 below rather than clicking on a topic:
The Continue button appears after you’ve searched for a topic, and it takes you to the contact options as shown in the screenshots below. In this example, I chose “Continue without logging in”. If you’ve logged in, you’ll likely see the phone support option as well.
Account-specific support questions need to go through the Shopify Help Center in order for us to authenticate your account and discuss the information with you securely. Therefore, I cannot provide you with a direct phone number or email address.
Since you’re now logged in, please click this Shopify Help Center link and try again to search for a topic and click “Continue” to view the contact options.
What is the number I call to get someone at Shopify to call me back?
