5 Days of our store being down with no support how do we get someone on chat? We’ve sent multiple emails in, the first 2-3 responses resulted in the same issue. Now they’ve just stopped responding to us all together.
Hi, @Sunlakeco .
Thanks for posting to the community forums. I can definitely understand how frustrating this is to experience.
If you need to access our live support, please visit our Help Center and select ‘Continue without logging in’ upon requesting live support. Next, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’ You will then see the option for Live Chat, or Email.
Please note, email will be a slower response. Additionally, if you are replying to an email response from one of our advisors, there can be a delay due to their working hours/schedule as the response will go directly to this advisors queue. If an issue is pertinent, it will always be best to select live chat.
If you have any issues reaching our chat advisors, please let me know!
Hi,
this is really not helpful. It’s the same response we’ve been getting but going to the help center solves nothing for us. It doesn’t even give the chat option when I go to the help center . I had to do a google search to find that. We’ve spoken to multiple people through email and chat and nobody can solve this issue. We need our store reactivated so we can access it. This is going over 5 days now with no solution and we’re losing money because of it. It makes no sense to me that nobody is responding and nobody can fix the store.
Hi, @Sunlakeco .
I can agree it is extremely frustrating to receive the same answer time and again. However, I can only provide support based off of the information provided.
If your store was removed, or closed by Shopify we would have sent you an email. Did you receive any emails (make sure to check your junk folder) from our escalated teams? These emails generally come from Risk, or Legal Trust & Safety.
If you did receive an email, kindly provide me with the information provided in the email. I can then do my best to explain the situation further. Please note, however, I do not have access to your store and account information and this response will be general in nature.
If you didn’t receive an email from our escalated team you will need to reach out to live support once more. Explain to the advisor that you didn’t receive any email regarding the closure and it needs to be resent. If you receive any push back from the advisor kindly provide them this forum post.
Best of luck!