Why does shopify customer support take forever and every case is escalated now

Shopify Discussion
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Topic summary

Multiple merchants are experiencing severe delays with Shopify’s customer support, particularly regarding billing and account issues. One user reports their account has been frozen due to a billing problem, with the case escalated to the billing team but receiving no response for days—only repeated “it’s in a queue” messages when following up.

Common complaints include:

  • Support response times have drastically deteriorated from the previous 24-hour standard to weeks of waiting
  • Cases are repeatedly escalated (one user mentions 6 escalations) without resolution
  • One merchant has been waiting since December 13th over a simple typo in their finance information
  • Another reports being in limbo for nearly two weeks with thousands of dollars held

Business impact: Merchants emphasize that frozen accounts and prolonged delays cause significant revenue loss, making it unfeasible to operate on thin margins. Some users are considering whether legal assistance may be necessary to resolve their issues with Shopify.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
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So I have had an issue with Shopify billing which has caused my account to be frozen. Now I contacted customer support to have this resolved, I was told by customer support this needed to be escalated to the billing team. it has been days now with no communication or email from the billing team. I have contacted customer support at this time to try and have the matter escalated or get an update on numerous occasions. I get the same response, it is in a queue.

It is quite sad to see where this company is today compared to when I started using the website. You would usually get a response or help from support, max. 24 hours after the ticket is open or escalated. these days I have seen people complaining of not getting a response in weeks. I didn’t even know how bad it was, because I haven’t had to contact customer support. It is not feasible to run a business like this as we really on very little margin and a closed shop for weeks could mean a considerable loss in revenue. All am going to say is do better shopify.

And is anyone else experiencing issues with customer support

1 Like
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Yes, it’s horrible, if read some of the other comments, they are all the same. They have escalated my help ticket 6 times, I am told the same thing every time I reach out. Been waiting since December 13th over a typo in my finance. Nobody can run a business with these delays. now that I am reading more of these, this may actually be more of a need for legal assistance with Shopify.

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Been in limbo for almost two weeks here. They are holding thousands of my dollars