How in the world can I speak live or even chat with a support staff member? I click on 24/7 support but it just sends me to articles
Topic summary
Main issue: A merchant can’t reach a live Shopify support person—clicking 24/7 support redirects only to help articles.
Steps provided: A Shopify staff member shared a step-by-step process to contact support via the support portal: open the provided link, log in (email, password, two-step authentication), select the relevant store, choose the topic, then pick from the support options shown below the help articles. Multiple screenshots were included and are central to following the steps.
Follow-up: The merchant thanked the helper but reported the link returned “We couldn’t find that link” multiple times.
Update: The staff member apologized, said the link was corrected, and re-shared the direct support page link, asking to report any further issues.
Additional sentiment: Another participant criticized the lack of a direct phone number and the multi-step process, arguing Shopify should offer phone support or hire more staff.
Status/outcome: No confirmed resolution yet. Action item is for the original poster to retry the corrected link to create a support ticket and access available support options under the help articles. The discussion remains open.
Hey, [email removed]Rreynolds13! Welcome to Shopify Community!
I’d love to help you create a support ticket and speak with our support team. You can refer to the steps and screenshots below.
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Click Log in.
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Enter your email address on the text box and click Continue with Email.
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Enter your password and click Log in.
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Enter your two-step authentication code and click Log in again.
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Select the relevant store.
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Select the appropriate topic of concern.
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Choose from the support options below the help articles.
Let me know if you still run into an issue contacting our support team and I’ll help you further!
Thank you so much! I appreciate the step by step, i will try later on today. Many thanks!
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i did get this error when I clicked on the very first link provided:
We couldn’t find that link
The link you’re looking for doesn’t exist, or it might have been removed.
Please double check the link and try again.
that link didn’t/doesn’t work, I get this error:
We couldn’t find that link
The link you’re looking for doesn’t exist, or it might have been removed.
Please double check the link and try again.
My apologies, [email removed]Rreynolds13! I have just rectified the link in my previous reply. You can jump straight to the support page here as well. Let me know if you run into any issues creating a support ticket!
It is absolutely ridiculous that you can’t just pick up a phone and call someone. If you are too busy to field phone calls, then you should be making enough money to hire more people or you just shouldn’t be in business. There’s no sense in having to go through all the steps above to get a solution to a problem.
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