Shopify Help Centre and Support
Updated: Sep 11
A key consideration for most shopkeepers, developers, and store owners is the dependability of the platform, and if there is a need for additional information to research an issue, or solve a problem, the reliability of the support tools is critical in managing the online store. Shopify Customer Service comes in different formats, and we go into them below.
The key area to start looking for assistance is the Shopify Help Centre ( Link: https://help.shopify.com/en ) however, it can depend on your experience and knowledge base of the Shopify store environment and the kind of question or problem you are looking to solve. Below are some examples and scenarios to consider.
When a new store is being considered, and the platform is being put through its paces, Shopify provides a 14-day free trial. So in this case, what would be the options for support when starting off? You have 3 main options – researching your issue, getting Shopify Support staff to respond to your query, or engage a Shopify Expert in which TheGenieLab is part of that community.
Shopify Support Resources
Your ability to sit back and look up information from all aspects of the Shopify platform is varied and vast. Below are the various ways to access the information and in what format it presents itself.
Main Shopify Support Area
Contact Shopify Support ( Link: https://help.shopify.com/en/questions )
Your first options are Shopify Documentation or Shopify Community. The Shopify Help Centre is a knowledgebase of all guides, tutorials, and information that may relate in the region that you are selling/targeting to promote in.
Shopify Documentation has a great search function to get you information from their data archives at the Shopify Help Centre. The Shopify Community can be accessed here at https://community.shopify.com/c/Shopify-Community/ct-p/en
Support once logged into your account has the following menu options which give you additional ways to access Shopify Support content.
The Video Tutorials takes you to the Shopify YouTube channel where a library of videos are available for you to access: https://www.youtube.com/channel/UCSG_dVp-hi_hWP-Z7DlpRgQ
Shopify Webinars are posted and scheduled to participate in at https://help.shopify.com/en/webinars
Contacting Shopify Support
Reading and getting background information may not satisfy a how-to procedure or you are not getting the result you are looking for – this the next logical step is to ask and get a precise response to get you through to your destination.
Shopify Email Support
If you have a question or two and can waif for a reply, or expect directions/locations of relevant content to study from your inquiry, then Email maybe your best course of action. You will have to point out in your email what your store ID (store name) that you are referring to, and your originating email address be the one registered on the Shopify platform for the support person to recognize who you are. To get in touch with them, their address is below:
Shopify Live Chat
Shopify Help Chat is available when support staff is “live” and available to field questions. If your inquiry is straightforward, requires a nudge, or be pointed in the right direction during their fielding hours, this might be quicker and easier. However, if the chat option does not appear on the page, then they are offline – so Email might be the better option.
Shopify Phone Support
When online assistance will not provide answers and you need to talk to a person to give you the assistance you need, Shopify covers several countries to which the phone numbers are listed below. Shopify has a knowledgeable staff that can field expert level questions, and if the setting requires a different environment, a call-back can be arranged.
Shopify Phone Number by country
North America: 1-888-746-7439
United Kingdom: 0800-808-5233
New Zealand: 07-788-6026
Call Shopify Support especially if you have an emergency or if you have a business-impacting situation that requires their attention or intervention.
Getting Shopify Experts Assistance
Where a lot of the Shopify tools and methods are made easier to work with in comparison to the older eCommerce platforms, some of the technical aspects and configurations might be outside of your reach. For that purpose, Shopify has partnered with “Experts” which connects you to professionals that can assist you in the different areas of expertise that you might have needs in.
Reaching out to Shopify Experts: https://experts.shopify.com/create-a-job?utm_campaign=profile
For a “premium” experience in eCommerce, where your needs are above the average store such as multi-nationals, multi-lingual and multi-currency and are looking to migrate or make a move to online sales, Shopify Plus maybe your avenue to reach success. They have more attentive staff that will profile and help implement your environment requirements, as well as put you in touch with the right partners that will support your business.
Shopify Plus contact Email: firstname.lastname@example.org
Shopify Plus Contact Page with Live Chat: https://www.shopify.co.uk/plus/contact
Shopify has a community of Shopify Experts to assist in areas outside of their internal systems and are Theme, Marketing, Apps, or implementation-related. In this space including covering all Shopify basics, TheGenieLab being a Shopify Expert is ready to assist you on any inquiry you may have.