Is anyone else unable to contact Shopify support?

Shopify Discussion

Topic summary

Multiple users are experiencing persistent issues accessing Shopify’s support system across different stores and accounts. The primary problem occurs when attempting to contact support through the chatbot—after selecting a store, users encounter a “There’s a problem loading this page” error message.

Common symptoms include:

  • Support inbox redirecting to homepage in loops
  • Email support (support@shopify.com) rejecting tickets with messages about changed support procedures
  • “Too many redirects” errors when accessing support pages
  • Chat sessions disconnecting mid-conversation

Attempted solutions that failed:

  • Standard troubleshooting (clearing cache/cookies, incognito mode, different browsers/devices)
  • Using phrases like “I want to speak to a real person” in the chatbot
  • Accessing support through the Shopify mobile app

Shopify staff responses consistently recommend the same troubleshooting steps, which users report as ineffective. Several users express frustration about being charged monthly fees while unable to access paid support services. Some mention critical issues like stores on hold with pending payments ($800 in one case) and POS GO device problems that remain unresolved.

Status: Unresolved. No working solution has been identified, and the issue appears widespread rather than isolated to individual accounts.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
2

Hi @whipsnap ,

hank you for reaching out to the Community. I’m happy to provide some assistance with this request, to ensure it gets resolved.

As we are not experiencing any known issues with the Help Center, I’d recommend attempting some local troubleshooting steps. For ease, I’ve gone ahead and listed these steps below for you to attempt to see if this helps to resolve:

  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab.
  • Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
  • Try Another Device.
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

After completing all of the outlined steps above, you can head over to our Support Page to see if you’re able to connect with us.

To connect, you can:

  • Head over to our Help Center.
  • Enter into the chat box Contact Support.
  • Log into your shop.
  • Select one of the available support options.

Please let me know if you continue to experience any issues.