Shopify Support

Shopify Discussion

Topic summary

A user is experiencing difficulty contacting Shopify support about an unresolved metadata field issue on a product page.

The Problem:

  • Initially connected with a support advisor who replied via email
  • Unable to respond back through the Shopify inbox
  • Chat assistant attempts have been unsuccessful, creating a frustrating loop

Current Status:

  • The issue remains unresolved with no clear path to reach support directly
  • A community member offered development assistance, but the user clarified they need direct Shopify support contact rather than technical help
  • No solution has been provided for accessing support or resolving the original metadata issue
Summarized with AI on October 30. AI used: claude-sonnet-4-5-20250929.
1

Hi,

I have been trying to work out an issue with a meta data field on one of my product pages. I got through to an advisor and they subsequently replied via email but I cannot email them back via the Shopify inbox. I have also unsuccessfully tried to contact a support advisor via the assistant chat and I have literally gone around in circles. How do I get to speak to an actual person regarding the ticket I have and the unsolved problem? Very frustrating…

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2

Hello @Oscar007
Thank you for submitting your query to the Shopify community. I’d be happy to assist you. Could you please provide the store URL and password (if it’s password-protected) so I can review and get back to you with an update?

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3

Thanks, I have a web dev, but it is more about getting hold of Shopify support directly.

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4

Hello @Oscar007
Got it! If you’re having trouble reaching Shopify support or need any other help, let me know. I’ll do my best to assist you.

5

Thanks, I literally cannot get hold of Shopify support.

1 Like