Am I the only one who is finding shopify support really lacking at the moment. I used to be able to call the phone number and talk through issues. a couple of weeks ago I could only talk with actual humans in the Phillipines. Now I I have to prove I am not a robot to talk only with a robot. What is going on. It will not put me through to human support and keeps repeating the same questions. I am not getting anywhere and this is scary if this is how it will be from now on. Have they sacked all the human workers?
Topic summary
Multiple users report a significant degradation in Shopify’s customer support accessibility and quality.
Key Changes Reported:
- Phone support has been completely removed
- Live chat now uses automated bots instead of human agents
- No email support option available
- Users must navigate verification processes only to reach automated responses
Specific Issues:
- One merchant hasn’t received payouts since December 6th despite escalated tickets for weeks
- Another user faces unresolved tax problems for 2+ weeks with only “in the queue” responses
- Unauthorized recurring charges ($39.99 weekly) reported despite platform’s dormancy policy
- Long-time users (since 2013) note this represents a recent, dramatic shift from previous support standards
User Sentiment:
Frustration centers on paying for a platform that previously included human support but now offers none. Some users mention considering legal action. The discussion remains unresolved, with participants seeking confirmation that others face similar obstacles and questioning what they’re paying for if support is unavailable.
yea thats nice and all except we cannot escalate any issue. we have to jump through 70 hoops just to maybe talk to a useless robot. shopify support is non existent and im considering a lawsuit
3 Likes
The changes have been the removal of the phone support altogether, so there is no ability to talk with anyone anymore. The removal of humans from live chat, so there is no ability to chat online to real people. No email service. I paid for a platform with support, now I have none, no information that it would be removed, nothing. The lawsuit sounds like a good idea @GymperorHoff
4 Likes
Looks like I’m going to join you they keep charging my card every week from $39.99 every week that is and luckily I can’t put no money on there because I’m broke and they can’t get it but they’ve already done it once with a hard earned money that I did by mowing a yard sweating my **** off all day to get the money and then they immediately took $39.99 from me that I did not authorize. The website itself says that you don’t have to do anything if you get tired or wanting to do it or just don’t want to do anything with it just be dormant and it wouldn’t charge you but yet they did and I’m **** off.
I know that this report is a little dated but I’m having a major tax issue with Shopify and I have been trying to get it resolved through the message board and all they say is that its in the cue - this has been going on for 2 weeks now. I’m having some serious second thoughts about signing with Shopify
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I have not received a payout since 12/6 and have had escalated tickets since 12/13. Almost an entire month of revenue sitting with Shopify with no assistance. It’s unbelievable there’s no supervisors or managers to talk with and no phones to call. We all have somebody to we have to report to. Their tier 1 support is most likely using AI with their “we understand… “ comments. NO you don’t understand so stop saying you do.
I am frustrated with their lack of genuine support. What are we paying for??
1 Like
I have been with Shopify since 2013 and until recently haven’t had any issues. The issues of holding my revenue has been escalated for weeks without any progress. Saying they understand for the entire month is not acceptable if they don’t help resolve the issues!
I am experiencing the same thing - did you ever get your payout? Did anyone ever contact you from customer service? I have tried to get hold of a person at Shopify who can help me but apparently the only support is a chatbot.