I only have the e-mail option today. I do not have the call back or chat option. Is support down today?
Topic summary
Support availability fluctuated: users initially saw only email as an option with chat/callback missing. A staff member confirmed a technical issue limiting support to email and pointed to the status page.
Update: live support channels were later restored. Staff shared the Help Center link and advised clearing cache or using an incognito window if options don’t appear.
Access guidance: detailed steps were provided for navigating the Help Center (select topic/subtopic, then scroll to “Get support”). Screenshots illustrated where support options show. Staff asked for ticket numbers regarding unanswered emails.
Mixed experiences: some users still hit a login loop and can’t reach support. Staff suggested proceeding without logging in and following the step-by-step flow.
Further reports: one user asked if support was down again; staff said systems are operational per the status page. Others voiced frustration about escalation.
Serious complaint: one participant claimed account termination without notice, reported filing an FTC complaint, and invited interest in a class action; these claims are unverified in-thread.
Outcome: the original outage was resolved and the OP satisfied. Ongoing access issues persist for some; no universal resolution yet.
I see the same thing… I emailed twice this past week and never received a response. CS is horrible lately.
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I’ve never had this problem before. Bummer. I wonder what’s going on?
Thanks for the verification.
Hi there, @CaptBret !
I can confirm that we’re currently experiencing a technical issue and we are only able to provide email support at this time. I would be happy to reply to you here again once the issue is resolved! You can also keep an eye on our status page which has been updated.
Thank you for your patience.
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HI Greta,
Thank you for the info. No worries, I can wait on this issue. I’d like to have someone look at the back end of the new theme I’m working on. It’s cool I have plenty of other things to work on until support is back online.
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Great, I forgot about the status page. I’ll bookmark it now. Thanks!
I emailed twice several days ago and never received a reply.
Hi there, @CaptBret !
I just wanted to let you know that our live support channels are back up and running, and you can access them through the Help Center. If you still run into an issue you can try clearing your cache and/or using an incognito window. If that doesn’t work, let me know here and we can run through some more troubleshooting steps.
Thanks again for your patience. Have a great day!
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Hi there, @JK2020 .
I’m sorry to hear you’ve having trouble getting support. Did you reach out through the Help Center? Also, did you receive a ticket number when you sent the email? I’d be happy to look into this with you.
Thank you for sharing!
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Greta, Awesome! Thanks so much for the update! I have to say, my experience with Shopify Support has been a 12 on a scale of 1-10. Thanks so much to you and the Team!
Thanks so much for the kind words @CaptBret ! I’m so glad to hear we’ve been able to help you on your entrepreurial journey so far. I’ll leave you with a few of my favourite resources if you haven’t come across them already:
- Shopify Learn — free business courses taught by entrepreneurs and business professionals.
- Shopify Blog — blog posts with inspiring stories from entrepreneurs, tutorials on how to use Shopify, new features on the platform, and more.
- Learn with Shopify YouTube — weekly videos with step-by-step coaching on generating business ideas, finding winning products to sell, marketing strategies, and advice on business operations.
Thanks again for working with me, and take care!
Support is gone again? Can anyone provide a way to open a ticket or speak to someone?
Hi @Chinense ,
I am not seeing any reports of our support channels being down and our status page is currently showing our support network as operational.
Can you tell me more about the issues you’re having when trying to get in touch? You should be able to reach out to us directly via the Shopify Help Center. Once you’ve headed to this link and logged in, you can select a topic you want to reach out about and then support options will display, as below:
I hope this helps but please let me know if you’re still unable to contact our team.
PLEASE help me. I cannot get support no matter what I do. I went to topics and selected one and then asked for help and it takes me back to my login window over and over again. Going in circles. Can you please email or call me. I cannot go forward until I get support. Your response will be greatly really appreciated. kmadisonmoore@icloud.com. 570-620-5606 Thanks so much
Hi @kMadisonMoore ,
I am sorry to hear that you’re having this issue. While I cannot authenticate you or access your store via the Community, please feel free to let me know your problem here and I’ll see if I can help.
In terms of getting in touch, you can try not logging in to your store and proceeding through the Help Center that way. Please also ensure you are following these steps exactly:
- Log in to your store or choose the “I don’t have an account” option
- Select a topic (e.g. “Account”)
- Select a subtopic (e.g. “Logging in”)
- Scroll down the page until you see the Get support section, which should look like this:
I hope this helps but please let me know if you’re having issues.
Amazing, you have an issue with customer support and they say call support but there is no chance to escalate. Me personally thinking it may be time to leave too.
CaptBret and everyone else reading this. It’s been 9 days since Shopify terminated my account and I have tried to talk to live Support Agent (bots), email support@shopify.com and billing@shopify.com all with no results to regain access to account or to get a refund. Today, I formally filed a complaint with FTC against Shopify and would like to file a class action lawsuit against them for unlawful termination of my account without prior notice. As a $148B business this lack of customer support is not only unprofessional, but entirely unacceptable. I urge each of you to file a complain with FTC at ReportFraud.ftc.gov. If you’re interested in filing a class action lawsuit against them, please message me.