How to actually get through to Shopify Support?

Shopify Discussion

Topic summary

Users are struggling to contact Shopify Support through standard channels. The original poster encountered a loop where the support portal requires updating account details, but continues showing the same error message even after updating. Direct email to support@shopify.com is no longer monitored.

Suggested workaround:

  • Visit the Shopify Help Center (help.shopify.com/en)
  • Type “I want to speak to a real person” in the chat
  • Follow prompts to connect with live support
  • Alternatively, complete a contact form at a specific URL provided by a Shopify moderator

Ongoing issues:

  • Multiple users report the AI chatbot fails to connect them to human agents despite following these steps
  • Some users are experiencing critical problems (SSL issues, account lockouts) with approaching deadlines
  • Frustration is mounting, with at least one long-time user considering closing their account due to inability to reach support

The discussion remains unresolved, with users still seeking reliable methods to bypass automated systems and reach human support representatives.

Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

I have been trying to reach Shopify Support to resolve an issue with our SSL.

First I tried via ‘Contact Shopify support’ and received a screen saying I need to update details before I can log a support ticket.

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So I updated the details and I am STILL receiving the same message!!

I emailed support@shopify.com only to receive an email saying they are not bothering to reply to enquiries that way anymore.

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So I am back to trying to get a ticket done, which I can’t do.

There has to be SOME way to contact them right? I am really stuck and cannot go any further forward with our shop (which is on a fast-approaching deadline to be live) until our issue is resolved, so I really need a way to contact support and get this fixed.

Thanks!

2

Go to the help page: https://help.shopify.com/en

Type “I want to speak to a real person” in the chat. Follow the prompts to get connected to a live support rep.

3

Thank you! Trying it now

4

I have said exactly that and they STILL won’t connect me to a live person. The only way to avoid this is to close my account. After years of dealing with this I no longer will! RIDICULOUS

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5

I’ve tried that repeatedly & it doesn’t work. So now I just want to know how to close my account I’ve spent years paying for. I am furious about this!

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6

Hey @jeri123 .

Thanks for reaching out on this thread.

If you are unable to get into contact with our live support by making the virtual assistant be aware that you would like to Speak with support on the Shopify Help Center. I would suggest navigating to this URL and completing the form here. Once you successfully complete the form, you should see the options to speak with a Support Advisor about this situation.

Let us know if you have any questions.

7

This is not helping. The AI is unable to solve my problem and just repeats itself. I need to speak to a real person. I am locked out of my shop. The AI is offering no solution. I’m going bleep mad.