Solved

How can I successfully reach out to Shopify support?

SaharH
Excursionist
24 0 8

I have been trying to get in contact with shopify support, but I am not able to get to a page to write them a message or talk to them. I went to the contact page that redirects me to "login" if I have a website. Once I log in, I am REDIRECTED back to this page https://help.shopify.com/en/questions#/questions

I tried going throgh the help centre and chose what I need help with and when I do, I redirected to "login" in which I am redirected back to the page i linked above. How do I get out of this loop and actually get into contact with a person working at shopify?

I also tried this method without logging with an account.

 

Any help?

Accepted Solution (1)
Shay
Shopify Staff
2902 451 592

This is an accepted solution.

Hi Sahar,

Thank you for reaching out about this. I can recognize the importance of getting this issue resolved. As Shannon mentioned in their response above, the steps for contacting our live support through the Help Center should be as follows:

Sign into the Shopify Help Center, choose the affected store, from there you will need to search for a topic and then scroll to the bottom of the help results to the "Contact Support" button.

If you are not signed in at first when going through the steps, it can seem like it is sending you back around to the beginning of the process again. As long as you are signed in, you should be able to search and then view the Contact Support option at the bottom of the search results.

If you are still experiencing any issues with this please try clearing your browser cache and cookies, try in another browser (We recommend Chrome, but Firefox is a good option as well) and let me know here if the issue is persisting.

Shay

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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View solution in original post

Replies 8 (8)

ShannonF
Shopify Partner
8 0 1

Hi Sahar! 

 

The process should look like this:

* Go to https://help.shopify.com, click Support at the top of the page
* Sign in OR Choose to continue without a store
* The page should load to the main Help Center page, with the search bar at the top of the page
* Search for your issue (This step must be completed in order for the next step to work)
* Review results and scroll to bottom of page to "Contact Support" and click the Continue button.

If you are still getting stuck, can you break down exactly the steps you are taking? You can also reach Shopify support through twitter/facebook to help you get connected to the support. 

Shay
Shopify Staff
2902 451 592

This is an accepted solution.

Hi Sahar,

Thank you for reaching out about this. I can recognize the importance of getting this issue resolved. As Shannon mentioned in their response above, the steps for contacting our live support through the Help Center should be as follows:

Sign into the Shopify Help Center, choose the affected store, from there you will need to search for a topic and then scroll to the bottom of the help results to the "Contact Support" button.

If you are not signed in at first when going through the steps, it can seem like it is sending you back around to the beginning of the process again. As long as you are signed in, you should be able to search and then view the Contact Support option at the bottom of the search results.

If you are still experiencing any issues with this please try clearing your browser cache and cookies, try in another browser (We recommend Chrome, but Firefox is a good option as well) and let me know here if the issue is persisting.

Shay

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

HazelT
New Member
8 0 0

I am signed in and still going in circles.  Just trying to find out if anyone has the answer to AliExpress products changing prices on my site.  I keep having to give refunds or cancel orders when the price I save correctly randomly changes to something below cost.  AliExpress says it is a Shopify problem.  No one seems to know how to stop it and I will have to give up on AliExpress.  I have sent numerous screenshots to support already.  I see I can't send jpegs here.  

Shay
Shopify Staff
2902 451 592

Hi @HazelT 

 

Thank you for reaching out about this! I am sorry you are having troubles getting connected with our live support channels. For your Aliexpress product prices changing, can you confirm for me what app you are currently using to connect Aliexpress to your store? That will help me continue troubleshooting. 

 

I know that in our now retired app Oberlo, we had an option for the product prices to adjust based on supplier price adjustments. So if the supplier lowered the price, the price would be lowered on the store as well. It would be worth checking your settings within your dropshipping app to see if that is an option to be disabled.

 

In regards to getting in contact with our live support, all our merchants should always have access to our authenticated and live support channels. That includes email, live chat, and the ability to schedule a call back (so long as the wait times aren't too high). All live support requests do need to be initiated through our Help Center.

 

If the steps below are not working as expected please ensure that you do a full browser cache and cookie clear, attempt in another browser, and through a different internet connection (mobile data if available). 

 

You can see in the screenshot below where to find the option to contact our support, and the "Contact Support > 1. Login" step should show to let you know that you are in the contact support workflow as well. There are 4 steps in total. 

Shay_0-1669052171498.png

 

 

Once you login to your store account you will want to follow the prompts to choose the topic/issue you need support with. If you need help with billing then you would choose "Accounts > Billing" from the available options provided. Choose the topic closest to your issues so that the appropriate support options can be made available. On the final step (Step 4) you will be provided a list of related Help Center documents as well as all available live support options at the bottom of the page. 

 

If for any reason you are still having issues getting connected with our authenticated support team, please reply back to your most recent billing email or email from Shopify directly to initiate an email ticket. This will ensure you are connected with our team for further troubleshooting. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

HazelT
New Member
8 0 0
I've tried clearing my cache but I will do it again. The problem I most often want to get in touch about is the pricing discrepancy issue, which seems to be limited to AliExpress products. I am just slowly eliminating those products. I don't want to put more time into it I've lost several sales due to this, just in the past few days, and it is just a nuisance. I don't want to put any more time or frustration into it and I've tried all the fixes that have been suggested. Prices keep changing to below cost. I think I've figured out the $19.99 (sold out) issue on my own, but that is different.

Thanks,
Hazel
Green Home Gear
Abdulla24
Visitor
1 0 0

it does not give an option it says: 

We were unable to connect you with Shopify Support.

Please use another contact option.

My account got deactivated and i don't know how  to contact you guys to get it sorted out, seems it's impossible to talk to anyone here.

SKYLION
Visitor
1 0 0

I am having the exact same problem and I am SIGNED IN. It's very frustrating. "CONTACT SUPPORT" is not clickable. The only thing clickable is "ACCOUNT" which brings you right back to the start. What is going on?Screenshot 2023-07-14 at 6.16.19 PM.png

Shay
Shopify Staff
2902 451 592

Hi @SKYLION 

 

Thank you for the screenshot and I am sorry to hear that you are having issues contacting our support team. That is definitely not the experience we want you to have!

 

As an alternative method please sign out of the your account in the Help Center and then use this link instead: Contact Shopify Support - Unable to sign into account and select the option "I still can't access my account". 

 

This should provide an option for our live chat support directly. Once you are connected, please let our support team know that you are having issues accessing our authenticated support options in the Help Center. 

Shay | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog