Unable To Contact Shopify Support

Technical Q&A
1

My Shopify support is broken. Every time I try to contact support, I am unable to pass the initial AI step. The AI freezes anytime I write something. I am unable to press the Reset Chat button.

I need help to reset the chat and be able to bypass the AI in order to get a response and get to a human.

2

Hey @Knownsource

Just simply tell the Shopify AI to connect you with a live assistant and if it asks for your problem and you only want to explain it to a live assistant then just tell the AI again to connect you with a live assistant and then you’ll be in the waiting line and after a little wait, you’ll be able to talk to a human.

Best,
Moeed

3

Hi @Moeed .

Thank you. I have tried this. Please see here a screenrecording showing an example of what I mean. And, in case you can’t access the link, an image showing how

Screenshot 2025-07-29 at 16.38.27
Screenshot 2025-07-29 at 16.38.27872Ă—1308 76.3 KB

the AI gets stuck.

For reference, I have already tried clearing my cache and using an incognito window.

4

Hi @Moeed - Please let me know. Your suggestions on both my issues so far have been helpful.

5

Hi @Moeed - Please let me know, as I still urgently need to contact Shopify Support.

Thank you.

6

Hey @Knownsource

For you, I checked the Shopify AI chat support on my side and it works perfectly fine to me and connects me to a live assistant, I suggest you to not spam it and wait for it to reply because sometimes if an AI is spammed, it usually glitches out and if that doesn’t works then try incognito mode.

Best,
Moeed