Not sure if any of you face the same issue as me. I am trying to contact Shopify support, but was informed that they do not accept incoming messages.
Everything has to be done via their Shopify Help Center.
And that’s where I am very frustrated.
When I go to their Shopify Help Center, scroll all the way down of the page and click Contact Shopify support, it Does Not immediately direct me to a page where I can do live-chat with Shopify Support staff, or raise ticket issue to the Shopify Support.
Instead, I get re-directed to “Select a Shop” webpage.
I clicked on the Active Store, and get directed to a “Contact Support” page with the option of “Explore the Shopify Help Center” button and the “Visit the Shopify Community” button.
I clicked on the “Explore the Shopify Help Center” button and it re-directed back to the Shopify Help Center; so I am back to Square One.
It’s like going round and round in circle and no way to get hold of any Shopify Support to assist. Very maddening and frustrating.
Would greatly appreciate it if anyone in this community can advise how to get hold of them directly (via live chat and/or raise support ticket) instead of going round in circles with no solution in sight.
Welcome to the Community. Sorry to hear you’re having trouble contacting support, but thank you for the detailed steps of your process; I know exactly where the missing link is!
On the “Contact Support” page, there is a prompt at the top of the page above the Community and Help Center options to search for a topic so that you can be connected to the appropriate support teams. It looks like this:
Once you type in your reason for contacting support, and click Search, you’ll be provided with articles from our Help Docs that may be able to help you with your issue. However, if they don’t provide a solution, please continue to scroll down past the Docs where you’ll see a green button to Continue to support. This is where you should then see the options for email, live chat and phone callback (if there’s a spot available).
What are you needing a hand with? If it’s something that doesn’t require immediate attention, or account access to resolve, I may be able to assist you here. Feel free to let me know, and I’d be happy to guide you in the right direction.
Thanks for offering to assist. I’ve finally manage to get hold of the Support Advisor after going through the pages repeatedly. So my issue has been sorted.
I use a Shopify Buy Button embedded into my Wordpress site. I guess Shopify does not recognize this as a store. I cannot proceed to chat after I am directed to option 2, select a store. Nothing is listed. I want to understand why my Shopify generated discount codes are not working on my website. Please help me.
Hey, @carrieb37 . Welcome to the Community, but I’m sorry to hear you’re having trouble getting in touch with live support! That’s definitely unexpected behavior to not see your store to login to when going through theHelp Center. You most certainly should be able to do so, since you still have a Shopify account when you use the Buy Button.
Please try clearing the cache on your browser to see if it helps at all. Another option would be to choose ‘Continue without logging in’, which should take you to the live support options page as well.
I’m also happy to see if I can help you here too, if you’d like. Please tell me more about the trouble you’re having with your discount codes, and we can dive in!
Hi again, @carrieb37 . Just checking in to see if clearing the cache on your browser helped, so that you were able to get in touch with a live Support Advisor?
I hope so! But if you are still needing a hand troubleshooting your discount code issue, please feel free to let me know, and I’ll do my best to assist you here within this thread.
I’ve been in a similar “Loop”. I entered search term on help page “domain connection” and clicked an article, then answered “NO” it didn’t help, then button “Continue to Support” or something like that. Then I’m taken to choose my shop, then back to beginning of where I started. Ridiculous. You guys need to fix this.
Hey @LA_Minerals . Sorry to hear you’ve been stuck in a “loop” when trying to contact support. I can understand how frustrating that must be! Have you been able to get in touch via that direct link though?
From the steps you’ve outlined above, it sounds like you are following the correct path to get to the contact page. I’ve also looked into it from my end, and am not experiencing the same loop, so I’m wondering, have you tried clearing your browser cache yet?
I get stuck in the same loop. I don’t know why shopify are pretending they know nothing about it. It’s clear they just don’t want to deal with enquiries!
You can’t get to Search - only Choose a Topic. We really like our shopify site but the ability to contact support is very poor. I used to be able to get to chat and now that is hidden from me.
