Hi,
Several days before I can contact Shopify customer care via Online Chat channel, but today the Chat channel is disappear.
Everytime when I enter https://help.shopify.com/en/questions , then there is no way to contact customer care again.
What is the problem for Shopify platform?
Use this contact page link: https://help.shopify.com/en/questions#/contact/
If it doesn’t work, use Chrome Incognito mode.
Hi,** @OpticalLink **!
Thanks for reaching out about this.
The issues you’re experiencing with the Help Centre, in not being able to start a live chat, sounds like a potential caching issue with the browser that you are using. Have you tried clearing your browser’s cookies and cache, to see if you’re able to see the option to start a live chat with our Support Team? If that doesn’t help, you can also try logging in to your store on our Help Centre through a different web browser altogether, or a completely different device, as well as on incognito or private windows to rule out any browser issues.
When using an incognito mode, if you’re still experiencing the same issues, you can check if you’ve disabled your browser extensions, as these can also impact on your browser performance. You can also ensure that the web browser you’re using is up to date on the latest version.
If all of those still don’t work, you can try another internet connection, for example by switching to a cellular network on a phone rather than using wifi.
I understand that you’re wanting to speak with our internal live Support Team, however is there anything that we can help you out here now too? Our Shopify Community Forum is a great place to engage with others within our wider Shopify Community – this includes Shopify Staff members like myself, our Shopify Partners, and fellow merchants too amongst a few other individuals. There’s a lot of collective knowledge within our Community Forum, so if you have any queries that you’d like us to look into as well, feel free to let us know on here!
Let me know how you get on with the information above! I’d be happy to help if you have any other questions.
Thank you for your information of URL direction to Chat button.
After click “Chat with us” button, new page asks me to choose a store. After I choose a store, it jumps to https://help.shopify.com/en/questions#/questions .
It is a endless loop.
When using Chrome Incognito mode, it can open Chat dialog and successful connect to customer care, but the problem is the guy ask me to generate a PIN to authenticate the account. It is not possible to implete it.
The custome care told me there is a problem in system and the technical department is trying to solve it. The problem also impact Chat function? The guy said they will contact me via email.
I think the truth is that Chat did not close as planned but closed unexpectedly, and the fault has not been eliminated until now.
Thanks for getting back to me,** @OpticalLink **.
I can confirm that there has been some reported issues in regards to merchants not being able to generate a PIN, when attempting to contact our internal Support Team. Our developers are aware of the issue and are currently still investigating this. As mentioned by the internal Support Advisor you were communicating with, if you have any account-specific queries you’re needing help with you can continue your conversation with our Support Advisors via email.
If not, I’m happy to help you here via our Community Forums too!