Why can't I contact ecommerce store support 24/7?

Technical Q&A
1

As a new store owner, I have suddenly not been able to contact support. I click on the button and it goes back to the help menu. I keep going around in a circle but cannot actually get to their chat or to schedule a phone call.

2

Hey, @DebraCohenMusic ! Welcome to Shopify Community!

You need to go through a few extra steps on our support page before you’re able to reach the options for contacting our support team. To ensure you get to that area, feel free to follow the guide below.

  1. Visit https://bit.ly/3cJkx8V and log into your account.

  2. After logging in, you’re prompted to enter your topic of concern so we can connect you to the right articles and support team. Type the concern on the search field.

  3. Click Search.

  4. Scroll down to the bottom of the page. Click Continue under Get support. You’ll see the options to reach out to us via live chat, callback, or email on the next page.

If you’re still having trouble accessing the support page after following the steps above, you can try clearing your browser’s cookies and cache before attempting to contact our support team again, as you may be encountering a local issue.

3

When you follow those steps and click on contact us it just takes you right back to the page you had to put your question in on. Can you please help, I need to speak with someone!!!

1 Like
4

That’s how it should work, but it does not. It just keeps you in a loop of login click support, right back to the login page.

5

Hey, @wadewatts . Could you please try following the local troubleshooting steps? What you’re describing shouldn’t happen within the support page, so there’s a chance you’re encountering a local issue.

  • Clear the cookies and cache of your browser. After this, completely reboot the browser.
  • Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
  • Ensure the web browser is up to date on the latest version.
  • Try another device, such as another computer or mobile phone.
  • Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
  • Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.

After each step, you can try visiting https://bit.ly/3cJkx8V to create a support ticket. Please note you’ll be prompted to select your topic of concern after logging in. After selecting the right topic, the options for support will be found on the page where you’ll be presented with articles that are relevant to your concern. Let me know if you still run into any issues. Thanks!