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Contact Shopify: best support channels for 2022

Shreelekha Singh
Phone, live chat, and email support agent with her colleague
Table of contents:

2.6 million ecommerce websites use Shopify to manage their small business in the US. Let that sink in.

It’s no surprise that Shopify is the first-choice website builder for over a million merchants worldwide. The platform’s ease of use and range of features make it a compelling option for ecommerce entrepreneurs across the world

Shopify’s 24/7 seller support is a key benefit in addition to its user-friendly interface. This support is available for all users, paid or freemium, which is a key advantage over competitors like Wix and Square.

This article details all the different ways you can contact Shopify support, as well as some lesser-known solutions, with helpful tips for each method.

tl;dr You can get support from Shopify via:

Let’s take a closer look at your options.

Use Shopify’s self-service support

Shopify’s help center is a great way to start. As it’s self-service, it’s an easy way to see Shopify’s responses to issues other merchants have encountered. Don’t overlook it: you can find answers to your questions simply by searching for the relevant keywords. 

Example use of the search feature in Shopify's help center

Shopify suggests some of the most common issues related to your keywords. Once you hit search, the help center comes up with a collapsible list of questions available for your search. It also lists all the articles that contain your keywords. 

Example search results in Shopify's help center

Shopify has divided its self-service portal into five categories to simplify navigation

  • Start: for issues related to account setup and store migration to Shopify.
Support docs for account-related admin for billing and finances, and migrating to Shopify
  • Sell: for problems concerning the sales process, the storefront, and checkout.
Shopify Point of Sale, website and checkout support
  • Manage: for questions about managing all the moving parts of your business—from products to shipments. 
Shopify support for products, inventory locations, customer profiles, payment settings, shipping, delivery and orders
  • Market: for questions about analytics, promotions, and automatic coupon codes.
Support docs for marketing campaigns, automation, analytics and discount codes
  • Expand: for issues about apps, international selling, and more with expert opinions and community resources.
Support docs for apps, cross-border/international sales, and links to the Shopify community

Shopify’s help center should be your first troubleshooting step. 

Get support from Shopify

What if the help center doesn’t address your exact question?

Shopify Partners’ support is your next option. Depending on your Shopify plan level, you have different options and access to support:

All plans—barring Shopify Lite—come with Shopify plus support. This includes 24/7 phone support and help via live chat and email. 

Let’s dig deeper into all the individual components of Shopify seller support next. 

Get Shopify support through the Shopify community

Shopify boasts a huge community of merchants and partners who you can turn to for support. This 900,000-member Shopify community can be a great resource before picking up the phone or typing out an email.

Shopify community suport

The forum has an easy interface that allows you to:

  • Enter keywords to search through previous discussions.
  • Start a new discussion by asking a question.

This community is similar to the help center, except that answers are generated from other merchants using the Shopify platform. You’ll have access to people who have faced similar issues in the past and leverage their tested advice for quicker problem-solving.

Navigating the community is simple. Here are some basics to get you started:

  • Filter by board: Similar to the help center's categories, the Shopify community is divided into various boards. Each board tackles a particular issue for clarity and ease of organization.  
  • Groups: You can also join groups within the community to network with more users from your region. These groups make it easy to interact with people who understand your language and local rules & regulations.
  • Ask a question: You can start a new thread if you don’t see an existing one addressing your question. You can also ask follow-up questions in the comments.

The Shopify community enables you to learn from more experienced sellers. While it may not solve all your issues, it can help you diagnose and resolve your more nuanced issues. Frank also suggests expanding your search to r/shopify and Shopify-focused Facebook groups for a comprehensive approach.

Consider structuring your post as follows:

SUBJECT: Ensure your subject is punchy and precise to your issue, avoid using phrases like urgent as you’re less likely to receive a reply.

I’ve been having some issues with my Shopify store and was wondering if you’ve got any ideas.

ISSUE
: Dive right into your issue—include screenshots to improve comprehension of the problem

WHAT I’VE TRIED: 
Include information on what you’ve already tried to ensure you don’t get solutions you already know won’t work.

WHAT I CAN’T TRY: 
Detail any solutions you’re unable to try due to the nature/setup of your store.

SUMMARIZE: 
Close out by summarizing your issue, and asking questions about possible solutions.

Thanks in advance for any suggestions!

Shopify community expert tips:

Once you’ve mastered the basics, there are a couple extra steps you can take to get the most out of the Shopify community.

  • Check for active threads: if a support thread has been inactive for years, you might want to consider creating your own—you could even link to the inactive thread in relation to your own issue.
  • Go straight to ‘solved’: there’s little point wasting time reading threads that don’t provide a solution. Speed things up by filtering discussions by their status—unsolved and unanswered likely don’t hold the answers you’re looking for.
  • Adhere to community guidelines: ensure you don’t run into any issues by adhering to the community guidelines. This includes sticking to the code of conduct, giving constructive—not offensive—criticism, and not sending unsolicited private messages—among other conditions.

Sticking to these top tips will help you find solutions sooner rather than later.

Get Shopify email support

Steve Neola, Product at OpenStore, said the quickest and easiest way to reach Shopify support is “via their support email, 100%”.

He’s not alone on this—many Shopify users consider email the most reliable way to get customer support. Email support enables you to share every detail of your issue up-front, avoiding the back and forth of chat and phone support.

To troubleshoot your issues via email, contact the Shopify support email address: [email protected].

Alternatively, you can also visit the contact page and click on the “email us” button to send your email

While sending your request, you can also request to schedule a callback to troubleshoot your issue over the phone. 

Explain your issue to Shopify support with this template

Effectively communicating your issue is half the battle of finding a solution. Take a look at this template for how you should consider structuring your communications:

Hi, I hope this email finds you well.

I am having an issue with <summarize issue here in 2-3 key points, keep it short and punchy>. How can you help?

More details to further explain my issue:

ISSUE: 
Include specifics, like dates and times you've had this issue and how long it’s persisted.

IMPACT:
What is the impact of this issue to your store? How is it hindering the normal function of your store?

STEPS FOR REPLICATION: 
Tell customer support how they can reproduce the issue you're facing, the more detail the better.

WHAT I'VE TRIED: 
Make a short list of how you've already tried to fix the issue, and where you’ve already looked for support.

WHAT I CAN’T TRY: 
If there's anything you're unable to do and why, otherwise delete this section.

DESIRED OUTCOME: 
What do you expect customer support to do to help, and what is your ideal outcome and resolution?

Shopify store details:
-
SHOPIFY STOREFRONT URL: <give your store's URL>
- SHOPIFY ACCOUNT NUMBER: <give your account number>

Best regards,

Full Name

Get Shopify live chat support

Shopify live chat support can provide quick and easy access to the answers you need in real-time. Technically-literate agents will help you 1:1 with your specific issues. They can also guide you through all other resources available in the knowledge base.

To get Shopify live support, go to the contact page and click the "chat with us" button. Once you send your message, a chat box will pop up on your screen with real-time responses from support staff. 

You can access the support chat via a browser on both desktop and mobile—unfortunately, the Shopify app doesn’t offer support solutions. 

Live chat works well for quick support, whether you're a new seller or an experienced merchant. Plus, it offers a live conversation that's usually missing from the knowledge base or email. 

Take a look at our email template for advice on how to structure your support query. You want to highlight the issues you’re facing and how it’s impacting your store and sales. Then, mention how you’ve already attempted to resolve the issue to avoid repeating failed solutions. Make sure you’ve got your Shopify store URL and Shopify account number on hand so that the customer support agent can easily locate your store and account.

Get Shopify phone support

If you’re still stumped, Shopify has phone support.

You have the option to talk to a real person to discuss your issues in-depth. A call is the best solution if you need immediate intervention. Think of using Shopify phone support for emergencies, like your store getting shut down or your product listings disappearing. 

Here’s a list of Shopify contact numbers depending on your region:

  • Shopify Australia: 03-8400-4750
  • Shopify India: 000-800-100-5786
  • Shopify Indonesia: 007-803-651-0008
  • Shopify Malaysia: 1800-80-6678
  • Shopify New Zealand: 07-788-6026
  • Shopify Singapore: 800-181-1121
  • Shopify United Kingdom: 0800-808-5233
  • Shopify USA: 1-888-746-7439

You can also request a callback by visiting the contact page. It’s important to keep in mind that calls often have long wait times and make it difficult to share screenshots of your issue. 

Get Shopify support on Twitter

Shopify also offers support through social media platforms to deliver an omnichannel customer support experience.

With a dedicated Twitter support handle—@ShopifySupport—the platform offers users an accessible solution for troubleshooting.

The Twitter account regularly posts useful blogs to help sellers make the most of the Shopify platform. You can easily DM the account or tag it in a tweet to get support with any issues you’re encountering. If the support agents are unable to provide you with answers, they’ll direct you to someone who can. Plus, Twitter is a great place to find Shopify support reviews from people trying to find solutions to their issues. This can help guide you to the best mode of support for your issue.

Here’s the support channel in action:

Navigating Twitter support:

Take a look at these four steps for finding advice and support on Twitter:

  1. Identify your issues and associated keywords. For example, you might be dealing with issues relating to site speed or theme design.
  2. Use Twitter’s advanced search option to target @ShopifySupport.
  1. Using the same advanced search box, include the keywords relating to your issue.
  1. Hit search and browse tweets to find a potential solution for your issue.

This same approach applies no matter what your issue—be it with store design or accounting. A successful initial Twitter search could uncover solutions faster than you can draft and send your email to Shopify support.

Comparing Shopify support channels

Now that we’ve seen the various ways to get support, let’s see how they compare:

Community:

+ Get vetted solutions from Shopify experts and seasoned merchants.

- Solutions are usually not tailored to your needs; your questions can remain unsolved.

Email:

+ Explain your issues in detail with visual proof or links for greater ease of communication.

- Takes comparatively longer to get a response. 

Live chat:

+ Get instant support from trained executives. 

- Not as helpful for resolving complicated issues.

Phone:

+ Have a one-on-one conversation to get personalized support for an urgent problem.

- Longer wait times; can’t share screenshots as easily.

Twitter:

+ Instant and easy access support with just a DM or tweet. 

- Difficult to search for a specific issue and see the resolution.

Combine your Shopify support channels 

Now that we’ve unpacked your options for contacting Shopify support, try multiple of these avenues at once to troubleshoot your problems at lightning speed: 

  1. Your first step is the help center—check all the existing resources to find problems similar to your own. You can also tweet @ShopifySupport relaying your issue. This can get you an official response and help from other users facing similar issues. 
  2. If you don’t find your answer in the knowledge base, jump to the Shopify community for another quick round of search. Feel free to drop your query there to get useful advice whilst you pursue further support. 
  3. Once you’ve searched the forum, contact Shopify support chat for troubleshooting your issue. Shopify live support can bring you a solution in a matter of minutes or guide you about the next steps. It all depends on the severity of the problem you’re facing. If it’s complex and requires detailed explanation, you might find jumping straight to email more effective.
  4. Finally, if all else fails, consider jumping on a call to speak with the support team directly.

You can quickly accelerate the guidance you get from Shopify support by using multiple channels at once. Don't rely on a single avenue to bring you the solution—create a game-plan to tap into many of these channels simultaneously.

Wrapping up on Shopify support

One of the biggest differentiators for Shopify is its support options. If you’re building or scaling a store on Shopify, you want quick answers to big issues. 

If you're tired of constantly searching for Shopify support and would rather watch from a distance—consider selling your Shopify store. Avoid the hassle of contacting support and free up your time to engage with other ventures by getting your no-obligation offer today.