When something goes wrong with your store, you want help quickly. Shopify offers support for every merchant, but most of it starts in one place: the Help Center. Here's how to reach a person, what to have ready, and when someone other than Shopify is the right call.
The official route: the Help Center
- Go to help.shopify.com and log in with your Shopify account, choosing the store the question is about.
- Describe the problem to the Help Center assistant. It often answers common questions immediately.
- If you need a person, choose the option to contact support. Depending on your plan, region and topic, you'll see options such as live chat or a callback request.
You can also open the Help Center from the admin through the help options, so your store is already selected.
Options by plan
- All plans: Help Center articles, the assistant and live chat with support advisors.
- Shopify Plus: priority support and dedicated Plus resources.
- Shopify POS: hardware and in-person selling issues may have their own support routes.
The exact channels change over time, so the Help Center is always the place to start. Ignore phone numbers and "support" emails on unofficial websites; they can be scams.
Prepare before you contact them
- Your store's myshopify.com address
- A clear description: what you did, what you expected, what happened
- Screenshots or a screen recording
- Order numbers, product links or error messages
- When it started, and whether you changed anything just before
If you're locked out of your account, use the login recovery options on the Shopify login page.
Other free resources
- Shopify Help Center articles and guides
- Shopify Community forums, where merchants and experts answer questions
- Shopify Status page, to check for platform-wide incidents
- App and theme developers' own support for their products
When a Shopify expert is the better route
Shopify support focuses on the platform. For custom theme code, app conflicts, speed problems, migrations, integrations or growth work, you usually need a developer or agency. Our support and maintenance service handles one-off fixes and ongoing care, and you can raise a request through our support request form.
Frequently asked questions
Does Shopify have a phone number?
Shopify routes most support through the Help Center, where you can chat and, in some cases, request a callback. Direct phone support is mainly offered for certain plans such as Plus and for POS. Be wary of phone numbers on unofficial websites.
Is Shopify support available 24/7?
Shopify offers support around the clock through the Help Center for most plans. Availability of specific channels and languages can vary.
Can Shopify support fix my theme code or apps?
Support helps with the platform and Shopify's own features. Custom theme code and third-party apps are usually handled by the theme developer, the app developer or a Shopify expert.
Author
Uğur KeskinFounder @ShopiuzmanFounder of Shopiuzman. He builds, migrates and grows Shopify stores for brands in Türkiye, Europe and the US, and leads the development of our apps on the Shopify App Store.
