Where is the live chat option on Shopify?

Shopify Discussion

Topic summary

Live chat support on Shopify is still available, but the path has changed. The original poster can’t find it under Contact and is being redirected to forums and help articles.

Recent guidance:

  • A direct live chat link was provided: https://help.shopify.com/en/questions#/contact/chat, with a suggestion to try Chrome Incognito if it doesn’t load properly.
  • The poster reported the chat page shows their name and store grayed out and won’t proceed. Their store is password-protected while making theme changes, and they want support access without exposing the site.
  • A Shopify staff member advised using the Help Center portal (https://bit.ly/3cJkx8V) to log in and create a support request. If login is not possible, choose “Continue without logging in.” Then:
    • Select a topic to view relevant documentation.
    • Use the “contact us” option that appears to access available support channels (including live chat).
    • Screenshots were provided to illustrate each step.

Status: Instructions provided; no confirmation yet that the chat issue is resolved.

Summarized with AI on March 3. AI used: gpt-5.
1

I’m looking for the live chat option and don’t see it anywhere anymore. This works much better for me directly vs this forum.

Is it no longer an option on the site? I use to find it under the contact section but it just directs me to this forum and linked articles.

2

Here’s a direct link to live chat
https://help.shopify.com/en/questions#/contact/chat

In case, it doesn’t work, try opening in Chrome Incognito mode.

3

thanks but that shows me my name and site grayed out and I cannot get it to work. I have my site on password protect to change themes and edit things but it should still work and I should still be able to get help without customers watching the site live and being wonky and fixed

4

Hey, @notuserfriendly

Welcome to the Shopify Community!

I’ll be happy to help you out with this.

Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

  • If you are unable to log in, you can choose the “Continue without logging in” option at the start and continue through the same process.

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  • You’ll then be prompted to ask about a topic:

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  • Doing this will present you with links to relevant documentation on our Help Center, but there will also be an option to contact us directly if you require further help:

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  • Clicking on this button at the bottom will then present you with the different support options available:

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If you have any questions please feel free to thread those below.

Cheers!