How do I contact support?
Topic summary
Users are experiencing difficulty accessing customer support and are stuck in circular navigation loops when attempting to reach help.
Official Support Process:
- Log into the online store via the Contact Us page
- Alternatively, select “I don’t have an account” if login fails
- Navigate through the Help Center by selecting relevant topics and subtopics
- Access “Get Support” options to connect with a Support Advisor
Reported Issues:
- Multiple users cannot access chat or email support despite following instructions
- The system redirects them in circles without providing contact options
- Users express high frustration after numerous failed attempts (one user tried 25+ times)
Support Limitations:
- Staff cannot send outbound emails through Community forums due to authentication/security requirements
- Sensitive account information cannot be shared in public forums
- Users must be verified as store owners before receiving direct assistance
Suggested Troubleshooting:
- Clear browser cache
- Try a different browser
- Use the “I don’t have an account” option as an alternative login path
The discussion remains unresolved, with frustrated users still unable to reach support despite following official guidance. Screenshots were provided to illustrate the navigation process.
Hey @Lbrown3088 .
Thanks for reaching out.
This is a great question! You can get in touch with our live support by logging into your online store using the Contact Us page.
Once you successfully login, or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor.
Let me know if you have any questions.
I tried everything that was suggested and nothing worked. I’m done trying and just going shut down the store.
1 Like
I cannot get support at all! When I login and try it takes me in circles. I can’t email, can’t get chat, nothing! Getting very frustrated. I must have tried 25 times. kmadisonmoore@icloud.
com
1 Like
Hey @Lbrown3088 .
Thanks for the quick response.
We are unable to send outbound emails about a store on the platform due to being unable to authenticate you over the Community forums. The reason for this is to protect our merchant’s security that uses the Shopify platform. If you are unable to see the options to Get Support, would you be able to attempt to clear the cache, or attempt these steps on another browser?
Login to your online store using the Contact Us page, if you cannot successfully login - you can select the option I don’t have an account. I took a couple of screenshots to assist you with the navigation:
Once you successfully login, or selected the option I don’t have an account - you will be directed to our Help Center. You can select a topic that you would like assistance with. For this example, we can select the topic Account.
You can then select the subtopic to quickly speak with a Support Advisor about the situation. Here we can use the example, Plans and billing.
Once you select the subtopic, you will need to scroll down to view the options to Get Support.
Let me know if you have any questions.
I have had the same problem. It is very fustrating. Email caplep12@gmail.com
a store Unique-Fitness-Wellness.
Hey @caple .
Thanks for the response on this thread.
We are unable to make outbound emails from the Community forums due to the fact that we will need to authenticate you as the store owner. Since I cannot verify this information over the Community forums due to the sensitive information that is required to be shared - it would be best to speak with our live support. You can get in touch with our live support by navigating to the Help Center.
Let me know if you have any questions.