After having been operational with shopify for over ten years, I now have a major payment processor issue with my shopify store, to the extent that people can not buy anything at all.
Ten days ago I got in touch with Shopify support. A very enthusiastic support guy created a ticket for me and told me I’d hear back very soon. It’s been ten days now. I have had contacted other support people four different times. Each of them assures me that the team is on it and will respond as fast as they can.
i just can’t believe this and am considering moving to another platform altogether. Has anyone experienced this same kind of lamentable service, and when can I expect an answer?
Hey James, yeah, unfortunately you’re not alone — Shopify’s support has been slower than usual lately, especially when it comes to payments or account-related tickets. I’ve seen a few merchants mention waiting over a week for follow-ups too.
If your store’s payments are completely down, it might help to message them via Twitter/X support (@ShopifySupport) — they often respond faster there. Also, make sure you keep replying to the existing ticket instead of opening new ones, since new tickets can push you to the back of the queue again.
I totally get your frustration though — waiting this long with sales on hold is rough. Hopefully someone from their escalations team picks it up soon.
In the same boat, its incredibly frustrating, support have completely dropped the ball on this. It’s completely avoidable but they won’t give budget to increase the team that manage payments
Hey there sorry about what you’re experiencing right now with the wait @james_stilton like somebody already suggested, messaging on Twitter via [email removed] might be your best chance at getting the best updates at the moment or hopefully if a team member can quickly come across this post and take it up once more.