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How to Contact Shopify Support

Shopify provides various support options to help you resolve issues with your store. This article outlines the different ways to get assistance based on your needs and plan type.

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Support for the Shop app

Support for the Shop app is divided between customers who use the app to shop, and merchants who use the Shop app as a sales channel.

  • Customer-facing support: The Shop app support team helps customers using the app for shopping, order tracking, and payment options. Shop app users can visit the Shop Help Center to learn how to contact a store or shipping carrier, or report an issue using the Shop app.
  • Merchant-facing support: If you're a merchant with questions about the Shop channel, then you must contact Shopify Support directly. Merchant-specific issues aren't handled by Shop app support.

Getting help with apps

Most apps in the Shopify App Store are built by third-party developers, and support varies depending on who created the app.

Shopify only provides support for Apps by Shopify. For apps or sales channels built by third-party developers, you need to contact the developer directly.

For detailed information about getting support for apps, visit Getting support for your apps.

Getting help with code questions

Shopify.dev is the best place to find code solutions. You can also ask the .dev assistant. Click the search bar, and then click Open Assistant and ask your questions about code. Shopify Community is also a great place to ask questions and get help from developers on the forums. Unless you're on the Shopify Plus plan or a Shopify Partner, Shopify Support can't help with most custom code issues.

Support for free themes from Shopify

Shopify provides support for free themes developed by Shopify, including basic troubleshooting, admin management, and guidance on certain business topics such as marketing. Coding modifications are outside Shopify Support's scope.

If you use a free Shopify theme and are on the Basic plan or higher, then you get up to 60 minutes of free design support (in 15-minute increments) for small theme changes.

Support for paid third-party themes

For paid third-party themes, support is provided by the theme developer, not Shopify Support. You can access theme documentation and contact developer support through your Shopify admin.

Third-party developers typically don't offer customizations. For help customizing a paid theme, you can hire a Shopify Partner. Review the full details about theme support, eligibility, and the Shopify Design Policy.

Contacting Shopify Support

Shopify offers different levels of support depending on your plan type and specific needs.

Shopify Support options by plan and subscription

Your support options depend on your Shopify plan or subscription:

  • For all plans: Chat (available 24/7)
  • For the Shopify Plus plan: Phone support, email support, and chat
  • For the Retail plan: Phone support, email support, and chat
  • For Shopify POS Pro: Phone support through the Shopify Help Center

Getting started with Shopify Support

The fastest way to get help is to start with our AI-powered search before reaching out to a human advisor.

Step 1: Use AI Search

Visit the Shopify Help Center and use the AI Search bar to ask your question. Available 24/7, AI Search can help in the following ways:

  • Direct you to relevant help articles
  • Provide easy-to-follow, step-by-step instructions

Step 2: Ask specific questions

Ask detailed questions to AI Search about your issue. Often, the suggested resources and articles will contain everything you need to resolve your problem without waiting for a Support Advisor.

Connect with a human support advisor

If AI Search doesn't resolve your issue, then you can connect with a Shopify Support advisor.

Steps:

  1. Go to help.shopify.com.
  2. Click the Chat with a human button located at the bottom-right corner of the page to connect with a Shopify Support advisor.
  3. Log in if prompted.
    • Click Log in to access your account.
    • If you can't log in or are new to Shopify, then click I can't access my account or New to Shopify? Get Started.
    • Alternatively, if you can't log in, then you can complete the Can't log in form at https://help.shopify.com/en/contact/login-issue
  4. Complete the login process using your email and password or alternative methods such as passkeys, Facebook, or Google. You might need to enter a verification code sent to your phone.
  5. Select your active store.
  6. After logging in, the Help Center chat will open, placing you in the support queue with the estimated wait time displayed.

Maximizing your Shopify Support experience

These tips help you get faster, more effective assistance from Shopify Support:

  • Share screenshots: Help support advisors understand your issue quickly by sharing relevant screenshots. Click the Paperclip icon in the chat to attach files
  • Be specific: Describe your issue in detail, including what you were trying to do and what happened instead
  • Have your store information ready: Make sure you know which store you need help with

Shopify Support limitations and availability

Understanding the following limitations helps set proper expectations for your support experience:

  • No phone support for stores without enhanced support: You can't request a callback or phone Shopify directly if your store isn't on the Shopify Plus plan or the Retail plan and doesn't use Shopify POS Pro.
  • No email support for non-Plus plans or stores not on the Retail plan: For email support, your store must be on the Shopify Plus plan or the Retail plan.
  • 24/7 availability: AI Search is available around the clock, every day of the year
  • Leave the queue: If you no longer need support while waiting, then you can click Leave queue to exit

Enhanced Shopify Plus Support options

If your store is on the Shopify Plus plan, then you have the following additional support options that you can access through the Help Center:

  • Chat with Plus Support: Chat with Plus Support Advisors through the Help Center chat
  • Phone support: Direct phone line to Plus Support Advisors
  • Email support: Submit tickets by email, with typical response times of 48 hours

Enhanced Retail Support options

If your store is on the Retail plan or uses Shopify POS Pro, then you have additional support options that you can access through the Shopify Help Center:

  • Phone support: Direct phone line to Shopify Retail Support Advisors for stores on the Retail plan or that use Shopify POS Pro
  • Email support: Submit tickets by email for stores on the Retail plan only, with typical response times of 48 hours

For Shopify POS Pro phone support, log in to the Shopify Help Center, select your store, and then choose the phone support option when it's available.

Find Shopify Retail Support contact in Shopify POS

From Shopify POS, tap the Horizontal menu icon > Support > Contact support.