Where can I find live chat or email support options?

I’m constantly seeing and hearing “contact us by live chat or email, or schedule a call.” However, I don’t see any of these options anywhere.

this is the only thing I can find: https://help.shopify.com/en/questions#/questions

No mention of a live chat, email support, or callback scheduling anywhere. Is the only form of support really a knowledge base and these forums?

Thanks for any help.

6 Likes

Same boat!! I need someone to call me bc it has our number incorrect … can’t find any options for actual talking to someone

3 Likes

Hi all, apologies for inconvenience this has been causing.

To access contact options compelte the following steps:

  1. Go to https://help.shopify.com/en/questions
  2. Click Log in and enter your details.
  3. Enter a brief description of your question into the search bar.
  4. You’ll be provided with a curated list of Shopify resources related to your search. We have extensive help documentation designed to connect you with the information you need as quickly as possible. If you can’t find what you’re looking for in our docs, click Get help from the Shopify support team.
  5. Choose the way you want to contact Shopify support from the available options.
1 Like

Hi, this link https://help.shopify.com/en/questions which is given out when calling Shopify support does not offer any options to call support. Is Shopify currently having problems with their support? We the paying customers should be able to easily contact support.

7 Likes

Hi, I have been trying the link https://help.shopify.com/en/questions for two days now and it is not working. After following the directions and clicking on the get support or 24/7 support there is no actual option to contact support by phone, chat, or email. What can a person do to contact support? Thanks

2 Likes

Hey guys, try this link:

https://help.shopify.com/en/questions#/contact

The live chat was very helpful for me. Hope this helps.

3 Likes

Mason6,

Thanks so much for the link, really appreciate it!!!

Chat support was very helpful for me as well. They gave me this link to access all Shopify support now moving forward and said do not call the old Shopify support phone number. https://help.shopify.com/en/questions#/contact

Informed chat that on this link page phone call back support is still not available. They said if there are too many calls in the queue the call back option will not be available. Wow!! For me, it has not been available for “THREE DAYS”. Although it might be a good idea in theory from Shopify’s point of view it clearly is very bad for us the paying Shopify customer. This is clearly a HUGE downgrade for Shopify support. I really hope they can fix this!

No problem at all, glad you found some support.

I imagine right now is probably a very busy time for them what with the current situation going on in the world. I bet there’s a lot of people trying to start shopify stores since they’re stuck at home. I imagine over time that the callback function will become more available. Live chat worked really well for me though, so I’m pretty happy with that.

cheers

@TyW ERROR IN PROCESSING Hi. I have an issue of a customer ordering and paying for items in my store (he even showed me a bank account print to confirm it), but the order is in Abandoned Checkouts as unpaid.

Additionally, he experienced issues with despatch address suggesting the Zip code didn’t match the address. I have subsequently tried this and it successfully goes through. He has provided screen prints. If you are able to access this, the item is dated June 7th 16:24 (GMT+1)

Regards,

Simon. simon@andchocolate.co.uk

This doesn’t help at all. I need help ASAP!

No Chat, no e-mail. Phone only has a message saying to go back to the website for help and then we are supposed to get a call back. No options anywhere to request a call back or email, or chat.

I just subscribed I’m thinking in canceling pretty soon if I’m not able to contact anybody. I’m not even sure I will be able to cancel and then I will be paying for a service I’m not getting.

1 Like

Persevere with Live Chat. When I eventually found it, they were quite helpful with my query.

Try: https://help.shopify.com/en/questions#/contact/chat

This is ridiculous. Can’t get a call back. This option has disappeared. I have wasted 2 full day on this. How in the world can one gety support. Chat and email is not an option for my issue!!! so frustrated!

I need phone support. This link will not help. What happened to their phone support?

Hi @Caralyn , I be just tried my link above again and it took me straight into the chat box (after signing in). Don’t know about telephone support: I never did find a number.

Shopify needs to bring back the email support. I do not have time to wait on chat back and forth pleasantries to submit bug reports or ask support questions, meanwhile I’m tied to the screen in a real time conversation. Email is the best way to do this. Fire off a quick message summarizing or documenting the problem, go about your business, then get a solution within hours.

Shopify needs to bring back the email support!

One aspect I enjoyed about Shopify was I could speak to a person directly and they always helped me. Now there is no number only this support site with info links and generic info. I am rather upset - why would Shopify do this to their customers???

Pretty sure they still have email support:

https://help.shopify.com/en/questions#/contact/email

HELLO is anyone from Shopify Support reading this thread?

There is no where to contact support. If I click any of the links provided in this thread, they all lead me to the same “dummy page” for help. I have logged in etc etc and it’s all the same, everything leads to the same “dummy page” where there are no clickable contact links, WHAT IS GOING ON???

Looks like they are currently having server issues. Does the same for me. I imagine this is only a temporary problem.

Try this link again in a while, it should take you there once the server/hosting problems are resolved.

https://help.shopify.com/en/questions#/contact

That doesnt work. just goes right back to the old page with no help