I entered my credit card information and immediately afterwards I get this infamous “We’ll be back soon” page.
I’ve tried incognito, clearing cache and cookies, another browser, waiting a few hours and so far nothing has worked.
Shopify want’s me as the store owner to contact support, which I agree would be the best course of action, however in order to talk to anyone in Shopify support you have to be logged in. This problem I’m having does not allow me to login either.
Any ideas how to contact support in this situation?
I’ve tried emailing support@shopify.com and received an email back saying that they no longer use that email address for support.
Sorry to hear you have run into some difficulty logging in to your store, but there is a way to contact the live chat team without logging in to your store which I will detail for you.
First, you need to go to our support center page, and click on support > contact support. To show you the way to contact without logging in, I have made you this short video which will allow you to reach the support team for further support.
However, I’ve been sitting waiting for Chat Support to show up for over 90 minutes.
At first it said the wait was 45 minutes, then when it got to 1 minute it’s been slowly increasing, 3 minutes, then 5 minutes, now 10 minutes. 90 minutes later and still no chat support.
Why is their no phone number for owners to call? About a month ago, I had a customer who payment said it didn’t go through on Shopify and it said zip code error, when it really wasn’t an error and the money did come out of her acct. The customer was my cousin and she showed me where it came out but Shopify didn’t display any orders and it said the attempt gave her a failed msg. I needed to get someone on the Shopify owner phone number and it did not work. I tried to login thru the support chat and it said my store was not found. I don’t know what was going on but people who have businesses need a live person to talk to in emergency situations. We don’t have time to go through the chat and answer those million questions before a rep gets on the chat. My cousin doesn’t even trust ordering on my site now because of this and it can cause me to loose business. There should be a 24/7 line for us owners. I am now taking my store to another platform Big E Commerce so that I can have a dedicated line for emergencies. Big corporations use Shopify and this is unacceptable. I want this msg to be forwarded to the CEO or up the leadership chain. My store is Make Me Glitter Now. MakeMeGlitterNow.com
First off, I want to thank you for the feedback, I will certainly share this with our internal departments so that we can improve. We pride ourselves on our high level of support, but I agree that due to COVID19 and these uncertain times that we are in, wait times are an issue across all of our support pages, and as a result, sometimes our processes do not work the way we expect them too.
While it was not our intention to remove phones, the decision was made a few months ago to move some phone advisers over to emails and chats to help serve our merchants more efficiently. We know that does not suit everyone, and that is why the option for a callback from one of the team exists.
Our live support teams are still available 24/7 from the help centre, and depending on wait times, you may be given the option of a call back from one of our advisers rather than waiting on hold. I have taken this short video to show you how to reach the live support teams with ease. If you are unable to login, I have taken this video for you showing you how to reach the team.
Know that we are actively hiring throughout this pandemic to help provide the high level of support that you have been used to, and that again is something we truly cherish. I understand that you are frustrated about trying to get through to support, and not being able to pick up the phone to call, and even through the use of the forums I can help you as I want to help you get any issue resolved, that’s what I’m here for.
But for a faster resolution, and if you are happy reaching out to our live chat teams using the above link, that is perfectly fine also.
Once again, thank you for your feedback, and we appreciate your patience and understanding during this time.
Hi Hank,
You only can get to that screen if you can login and like I said, it kept
saying my store was not found. I couldn’t even get pass the login part. We
shouldn’t have to login just to call someone.
Are you trying to access this link? As with the video I shared above you are able to continue without logging in. Bear in mind that you need to give your .myshopify URL to log in, and not your custom domain name (MakeMeGlitterNow.com).
The help center may be remembering the last time you logged in and is asking you to confirm and that may be why you are in a loop, so you can do this action via incognito mode if you are unable to see the option for not logging in?
Please advise me. My account has been made inactive. I don’t know why? I have contacted Shopify support several times via email and keep receiving the same response which is “someone named Sadie tried to contact me several times and got not response so closed my store” I have checked my email inbox, spam and deleted messaged and there is nothing there from anyone named “Sadie”. Moving forward… Because my store has been made inactive, I am unable to get a call back from Shopify support to help me resolve this issue. As it seems it is necessary to log into a Shopify admin in order to request a call back. Please, do you have any information of how I can get a call back? Thank you
I am sorry to hear about the difficulties you are having trying to get logged into your Shopify store. Since we cannot authenticate you for the store in question using our Community forums due to the sensitive information that would need to be shared, I am unable to look into the specifics of the account. In this case, I would suggest attempting to login to the store using our Contact Us page.
If you are unable to login to your store, you can select the option to Continue without logging in. Once that is selected, you will be directed to our Help Center. You can type in the search bar what you would like assistance with to see the option to Get Support located under the search results.
