Users express widespread frustration with Shopify’s customer support system, citing difficulty reaching human representatives and over-reliance on AI chatbots that loop endlessly without resolution.
Common Complaints:
No phone or email support options available
AI chatbot repeatedly asks the same questions and fails to connect users to live agents
“Contact Support” buttons that don’t function or lead nowhere
Wait times extending multiple hours with no response
Support agents who say “hello” then never reply
Attempted Workarounds:
One user shared a step-by-step method: navigate to help.shopify.com, type “Contact Customer Support,” select “Upload Past Invoice Problem,” then click “Chat with a Support Advisor” (includes screenshots)
This workaround reportedly worked for the original poster, whose issue was resolved
Business Impact:
Users report lost revenue, inability to fulfill orders, and outdated websites
One merchant can’t access their account after attempting an email change, receiving only “suspicious activity” notifications
Multiple users threaten to migrate to other platforms or close accounts
Status: While one case was resolved, the majority of participants report ongoing inability to reach human support, with some experiencing these issues for years. Long-time customers (including one 15-year user) feel abandoned by the platform.
Summarized with AI on October 27.
AI used: claude-sonnet-4-5-20250929.
I’m seriously over this place. Its been nothing but a horrible experience since signing up. Was so quick to charge me and take my money, but yet its impossible to get actual support. Help Center doesnt help. Literarlly NO EMAIL OR PHONE SUPPORT… just an annoying AI bot that repeats it self. Theres not even a way to file a complaint!
I’m going to continue to create a new thread everytime I have to waste an hour of my life trying to get support for something that I’ve already paid for. Dont want to hear me complain?? Maybe actually provide support to users. No one wants to chat with an annoying robot that cant comprehend anythng… support agents that dont even reply. 2 diferent support agents… all said hello, AND NOTHING AFTER THAT!!! So what am I wasting my time waiting for the agent???
Thanks for your reply and taking time to address my issue. A support rep reached out to me earlier, and was able to resolve everything. I will close this out. Thanks again.
I FEEL THE SAME WAY! I will start posting about this DAILY until I get a “live” person on the phone. HORRIBLE CUSTOMER SERVICE that I’ve been dealing with for YEARS! I want my account closed
Same problem. I have spent hours and got nowhere! Now I just want my account closed. I don’t have time for this. Shopify has no excuse for horrible customer service. I am furious
While I absolutely appreciate the need and preference for phone support, we currently only offer human support via the live chat option in the Help Center.
If you can tell me more about the situation I would be happy to help to the best of my ability. Keep in mind, however, only our Advisors in the Help Center have the ability to access account specific information. Our Community Team and Social Media Teams can’t access your account.
Then who can help me? I’ve spent over 2 hours just trying to get an actual person on the phone! There are specific questions I need answered & helped with that can only be settled by speaking with someone
Thanks for following up with us here, @jeri123 ! At this time, Shopify does not have a phone number available to be used for connecting with our support teams.
In order for you to connect with us, you need to go to our Help Center and select the ‘Contact Support’ button at the bottom of the page. A chat will our AI Assistant will begin. Let the assist know that you would like to speak to a Support Advisor regarding an issue with your account, and it will get you connected with a support advisor via live chat who can assist you in real-time with any questions you have.
I have been on a loop with support AI asking me to tell them what the problem is then I tell the mthe problem then I ask to be connected to to a live support agent then I get told to ask the problem so its “easier to connect” and all it does is loops and tells you you are in line IVE BEEN ON HOLD FOR 4 f*kin hours. ITs embarrassing
We’re sorry to hear you have not had an ideal experience accessing Support. Were you able to be connected to a Support Advisor? If you’re able to share a bit more information with our team.
This would be great if it actually happened, but when I ask to speak to a Support Advisor, the chatbot gives me a thing to click that says “Contact Support: Enter the queue to chat with a Support Advisor.” When I click on that, nothing happens. What am I supposed to do? The chatbot cannot help me with the question I have. I have been banging my head against the wall in frustration and anger for hours now.
I am becoming increasingly disillusioned with your support system. Used to be the bot was great, helpful and would summon a support advisor after a simple request. No longer. Now it loops around, asking the same questions as if I had just opened the thread, and eventually giving me a link to summon an advisor which does not work. Are you guys wanting to keep your customers or chase them away. It is looking very much like the latter. These problems have only begun to appear over the past couple of weeks. I have a business to run and no time to deal with evasive bots.
I am writing to express my frustration and seek urgent assistance regarding my inability to access my Shopify account. Here are the details of my issue:
A few months ago, I attempted to change my account’s email address. Since then, I have been unable to log in easily.
I continue to receive emails notifying me of orders, but I am unable to access my account to fulfill them or update my website.
My website is outdated, and I am losing revenue due to customers ordering items that have already been sold in-store.
When I attempt to resolve the issue:
I am unable to receive verification codes to log in. Instead, I receive emails about suspicious activities.
Your automated help system has not allowed me to reach a human representative for further assistance.
This situation has severely impacted my business, and I am at the point of considering migrating to another platform due to the lack of support.
Please address this issue immediately. I need help recovering full access to my account so I can update my website and manage my business effectively.
can you explain what the arrow in the “CONTACT SUPPORT” is supposed to mean, because I did not get a screen like you showed above. Every time I asked the bot how does this connect me to a support advisor I went in circles all over again to prove I needed an advisor, and then I would again get the "Contact Support - enter the queue to chat with a support advisor > " nothing else happened, never got connected and every time I tried to press this I would get the same “contact support..”
I am having the same issues with shopify and am going to be forced to quit them. Their support is non-existant. We have been customers for years and to be treated so cavillerly about our business is stressful and unconscionable .
