This is beyond frustrating, I have tried multiple times today (at least 5) to get to someone who can give me information but I can never get past the AI bot which never loads or answers. If your bot is down at least let people submit support tickets. This is pitiful.
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Hello @mbf Here are direct ways to reach Shopify Support that bypass the AI assistant when it’s not working properly:
Direct Support URL (Log In Required)
Go to: https://help.shopify.com/en/questions
. Log into your store (if you’re not already)
. Scroll to the “Contact Support” section
. If the AI bot keeps loading endlessly, look for options like:
. Chat with a Support Advisor
. Email Shopify Support
If the bot is frozen, reload the page, try in a private/incognito window, or clear your cache — some users report that fixes the issue.
Use This Alternate Method to Reach Support:
If you can’t use the regular support flow:
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Visit the Shopify Help Center
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Scroll down and click “Contact Shopify Support” at the bottom
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If you’re redirected to the AI assistant, and it still fails, try this direct link for live chat (it sometimes bypasses the bot):
https://help.shopify.com/en/support/chat
Other Support Channels (if the website is down)
. Twitter/X: @ShopifySupport — they often respond quickly there.
. Community Forums: Shopify Community — real staff and experts sometimes jump in to help.
Thank you 
Honestly, they should just have a fallback option to submit a ticket right away if the AI isn’t responding.