Is Shopify live support and email unavailable in Hong Kong?

Shopify Discussion

Topic summary

A Hong Kong-based user reports being unable to access Shopify’s live chat and email support channels, seeking alternative ways to contact Shopify representatives.

Official Response:

  • Shopify staff confirmed no known issues with the Help Center
  • Provided standard troubleshooting steps: clearing cache/cookies, trying incognito mode, different browsers/devices, using the mobile app, and ensuring software is updated
  • Directed user to the Help Center where they should enter “Contact Support” in the chat box to access available support options

Community Input:

  • Another Hong Kong user confirmed experiencing the same support access issues
  • Suggested alternative contact methods: Shopify Community forums or social media channels

Status: The issue remains unresolved, with no confirmation whether this is a regional restriction or technical problem specific to these users.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

May i know if shopify stop live support and email for hk ? I am totally unable to use live support and email support.

does anyone have idea of how to contact a real shopify ppl to talk ?

Thanks !

1 Like
2

Hi @Cath_y61 ,

Thank you for reaching out to the Community. I’d be happy to provide some assistance with this request, to ensure it gets resolved. To confirm I’m fully understanding, are you receiving an error when attempting to connect with our live support?

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 or if there’s anything that I can assist with!

3

I’m facing the same issue — no live chat or email support for HK. Maybe try reaching out through the Shopify Community or their social media. I’m dealing with HK bank account opening too, so I understand how important quick support is!