Availability of phone support for Shopify and why some users can’t see it.
• Shopify staff state phone support is offered via callbacks, visible only after logging in due to an authentication policy. Callbacks may go offline during high request volumes.
• A user reports that, even after logging in, only Chat, Email, and Community options are visible. A screenshot shows those options, suggesting callbacks are not currently available to them.
• Another participant notes there isn’t phone call support yet and recommends using chat from a phone.
• Staff confirm they can see the callback option from their store, suggest trying again later, and using an Incognito/Private browser. They also invite sharing the issue in the thread for help.
• A participant expresses frustration about paying for support but finding it difficult to access.
Status and key points:
• No confirmed removal of phone support; availability appears intermittent and tied to login and volume.
• Action items: ensure logged in, try Incognito/private mode, use chat/email as alternatives, check back for callbacks.
• Discussion remains open with no definitive resolution or timeline for callback availability.
Hi there,
Looks like they only have chat, email and Community. There is no phone support anymore. Do you know why that is and when will it come back again. I did log-in and that is what is showing right now. I only prefer phone support with Shopify.
Regards,
Atish
You can login shopify account from phone and can chat with them from there.
But there isn’t any phone call support yet.
Hi, @aromeo456 .
Thanks for posting to the Community Forums! I hope your day is going well.
I understand you are having issues reaching phone support. Please note, due to our authentication policy, phone support is only available once you are logged into your account. Thus, if you aren’t logged in, you won’t be able to see the call back option.
Additionally, call backs can at times go offline if Shopify experiences a higher than normal volume of requests. That being said, I checked our support options and had no issues seeing the call back option. This leads me to believe you might not be logged in. Please double check that you are logged in.
What are you looking for support with today? Feel free to provide your situation here and I would be more than happy to help!
Hi there,
I just logged back in via my store and looks like I still don’t see any phone support. Only see Chat, Email and Community. I guess they have stopped Shopify phone support for right now.
Hi, @aromeo456 .
That is strange as I had no issues viewing it from my personal Shopify store. Were you able to access support via chat? I recommend checking again today to see if call-backs are available, perhaps from an Incognito/Private browser.
In the meantime, I would be happy to help with your issues as well.
o You make it impossible to get support that I am paying for each month. Terrible customer service, eh?
