Support with humans no possible anymore. Awful

Store Feedback
1

Hi,

I was shocked to learn that there is no way to contact an agent anymore, and only talking with a robot, unless I pay the premium option. This is frankly awful from Shopify. Anyone like this? I have an issue for months that the AI robot cant fix and there is no way I can contact Support from the help pages saying my account does not let me.

Awful.

Many thanks

2

Hi @user862

You’re right, it feels like they’ve hidden the real support team, and it’s awful when you have a real problem that the bot can’t solve.

The good news is they are there; you just have to know the secret handshake to get past the robot.

Here’s what I do that always works:

First, make sure you’re logged into your account as the Store Owner, as that can cause weird errors right away.

Then, head to the support contact page and search for your issue. After you search, scroll to the bottom and click the “Get support” button.

Now for the important part: when the chatbot pops up, just be blunt. Type I need to talk to a human. The bot will probably try to deflect. Just type it again. It’s programmed to give up and will finally show you the real buttons for Live Chat or Email.

And if that still doesn’t work, my backup plan is always to go public on X (Twitter). Send a message to @ShopifySupport, and their social media team (who are real people) can usually create a ticket for you from their end.

It’s a pain that you have to jump through these hoops, but this should get you in front of someone who can actually help.

Hope you get it sorted out!

3

I have been trying to get access to my store. The phone number I had set up with 2FA is no longer mine and I have no ability to access any recovery codes I may have once had. It’s been over a week of just being stuck in the chatbot. At this point, I want to just close my store as this experience is bad and I am trying to run a business. I’ve lost access to my store with no ability to login and there seems to be no actual humans in support anymore. Is there a way to close my store and take my business elsewhere that doesn’t require me logging in? I’m prepared to call my credit card company and stop payments on my account since i can’t actually access the service and there’s no real support.

4

First, two important things you need to know:

  1. You cannot close your store without logging in. This is a required security step.
  2. Be cautious with chargebacks. Stopping payment via your credit card can lead to collections issues. The best path is to regain access, even if it’s just to close the account properly.

The only way to resolve this is to bypass the chatbot and start Shopify’s manual account recovery process.

The Action Plan

  1. Go to the direct support link: https://help.shopify.com/en/questions#/contact
  2. Bypass the bot: When the chat window appears, type a phrase it can’t solve, like lost 2FA phone and recovery codes. The bot will fail and must offer you a Live Chat or Email option to reach a human.
  3. Prepare for a wait: This is a manual security process that can take several business days.
  4. Have your ID ready: You will need to prove your identity. Have a photo of your government ID and a credit card statement showing the Shopify charge ready to go.

This is the only official way to regain control of your account to either run it or shut it down.

Hope this helps!

5

Hi,

Shopify has limited direct agent support for free accounts, so most help is through the AI/help pages.

If your issue can’t be resolved there, you can try:

  1. Contacting Shopify Support using a different email or store login.

  2. Hiring an expert from the Shopify Experts Marketplace who can access your store and help fix the problem.

  3. Preparing screenshots and details to speed up resolution when you reach an agent.

This is usually the most practical way to get support in this situation.

6

Thanks a lot PieLab, that worked. I asked many times “I need to talk to a human' “give me the chat button or email button” until it worked.

But it only worked from https://help.shopify.com/en/

It is really sad seeing shopify just caring about cutting support and ruining their reputation.

I hope it works for others!

Many thanks