This is insane!!! How is there zero options for support? Has anyone found a way to call/chat/email shopify to ask questions?
Topic summary
Merchants report difficulty reaching human support (especially by phone) despite “24/7 support” claims, with urgent billing and account access issues going unresolved. Phone support appears limited to callbacks that are often unavailable, and access paths to chat/email are confusing or loop back to the Help Center.
Key updates and guidance:
- Shopify staff clarified callbacks depend on contact volume and suggested using chat, email, Twitter, or Facebook. They moved sensitive billing issues to verified email for the original poster.
- support@shopify.com stopped accepting incoming messages on Aug 13, 2019; users receive an auto-reply explaining the change.
- A workaround link led some users to “Contact Retail Support” (after logging in, entering a query, then choosing Chat/Email/Callback). Several received quick callbacks; others still saw options greyed out or chats dropped.
- Alternative contact tips included messaging Shopify’s Facebook page.
Issues driving contact: unexpected overbilling (beyond Basic $29), multi-store charges, hiding product variants, theme pricing, product pages failing to load, slow site speed, and POS card reader ordering.
Outcomes: mixed. Some secured callbacks; many remain stuck without resolution. One user filed an FTC complaint and mentioned pursuing a class action after account termination. Status: ongoing; no definitive end to phone support stated, but callbacks are sporadic and access remains unclear.
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