Hi, i am new to Shopify and I am having an issue that I need to contact Customer Support about.
When I try and contact them, an eror message saying I am missing account details - “to proceed go to your shopify account settings page. Ensure that there is a name and email associated with your account in the Details section.”
I have doubled checked and I have this information set up.
Can someone please help? Obviously this is an issue, but it also prevents me from solving my other issue.
I appreciate the context that you have shared as that is very helpful! Could you attempt to contact our live support by logging into your online store using the Contact Us page.
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the sitaution.
I have done as instructed but I was still getting the same error. Weirdly when I clicked the link it provided it took me to a different page this time to update my details and that seems to have done the trick.
I’m sure I clicked this same link multiple times before and it took me somewhere else, but all’s well that ends well.
Theee is no way to get any support from Shopify anywhere. Stop saying to click the help page or contact support. You get articles telling you to contact a store that doesn’t exist that they listed. And took money for. But they do not assist in resolving or even accepting the dispute. This platform is as fraudulent as the stores they allow to rob people.
Thanks for reaching out and bringing this to our attention.
As Shopify is a platform that hosts online businesses, we do not manage or ship the orders ourselves. In this case, since each business operates independently on the platform - it would be best to reach out to the business that you made a purchase from.
However, if you are unable to get in touch with the business in question - I highly suggest that you speak with your bank or credit card company about the situation. They will have additional processes aimed to retrieve the funds for the purchase you did not receive.
Additionally, if you suspect that an online store is operating on the Shopify platform and is in violation of our Terms of Service and/or Acceptable Use Policy - you can file a report against the merchant here.
We no longer have a specific email to share as we’ve switched over to an online support portal. If you need to contact Shopify Support, then we’d be happy to assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.
If you have any other questions, then don’t hesitate to let us know.
“If you need to contact Shopify Support, then we’d be happy to assist you through live chats.”
This is a lie.
I have been trying to reach a live human being all morning and into the afternoon, only to be repeatedly looped back into the automated system by the chatbot.
Thanks for following up with the additional context.
It looks like you may need some help with navigating around the automated chat. After logging into your account, simply input the topic that you need help with and follow the onscreen prompts until an option to Chat with an advisor appears. Here’s a screenshot to help you with that:
Absolutely. The screen shots are attached. As you’ll notice, the minute I typed “I still need help,” it kicked me out of chat and back to the screen I started from. (P.S. I already cleared my cache)
Thanks for your reply and sharing those screenshots for visibility.
I understand you’re using the latest version of Firefox and have cleared your cache and cookies. To confirm, have you tried using a different browser to replicate the issue? You can view our Help Center resource for other browsers we support.
As per your last screenshot, it says Can’t log in to your Shopify account. Could you click the option Chat with us located right underneath Get Support? This should route you to chat with a Support Advisor.
Please see the screenshot below of where to click:
First of all, I would like Shopify to acknowledge the amount of my time you have wasted with this runaround. It simply should not be this difficult.
Now, I followed your instructions, and the “Chat with us” button sent me… to a real person? Nope. To yet another screen where I had to type out my problem AGAIN. How convenient! How effortless! I’m not upset at all!
So I retyped my question for the eighth time and now I am finally on with someone named Soffa Castillo. It is a miracle.
That doesn’t solve the underlying issue, though, does it? Do you make it this complicated in the hopes that someone will not go to the lengths I have gone to? Do you think this is a sound business policy?
Twisted foot I feel for you, I too have experienced the Support run around and had 60 hours wasted trying to figure out an authenticator login issue that in the end I had to figure out myself. I just got an email from support that they no longer can be contacted by merchants directly so instead I must talk to the chat robot that gets me no where. I look forward to Shopify reducing their fees to merchants to compensate for this lack of support they now offer their merchants.
