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.
5

Hi @whipsnap ,

Thanks for the prompt response. To gather a bit more information, have you attempted all of the troubleshooting steps that were listed above?

If not, I’d encourage you to give those a try to see if you’re still being presented with that error. Please let me know however, if the issue persists.