Can't connect to a support advisor, just getting errors

Shopify Discussion
1

Every time I try to connect to a support advisor using the awful chat feature I just get “There was a problem starting a chat with an advisor. Try again.” and “Unable to start chat. Please try again.”

Because Shopify has completely scrapped every other form of support (Unless you pay them more money) I am completely unable to get any support for issues with my store.

This has been going on for multiple days. I’ve tried different browsers, devices, etc. it keeps happening. This is incredibly frustrating.

3

Hey @Sreyo

First completely log out of Shopify from all tabs and browsers.

Use:
Shopify Logout

Then close every Shopify tab.

Open a new Incognito/Private window.

Use:

Chrome Incognito
or
Edge InPrivate

Do not use Brave or Safari for this test.

Temporarily turn OFF:
VPN
Ad blocker
Privacy extensions

Examples:

uBlock
Ghostery
Brave Shields

These can block Shopify’s chat system.

Clear Shopify cookies/cache only.

In Chrome:

Open Settings
Privacy & Security
Cookies and Site Data
See All Site Data

Search and remove:

accounts.shopify.com

help.shopify.com

Then restart the browser.

Connect to a different internet connection.

Best option:

turn on your phone hotspot
connect your computer to it

This helps rule out network-related issues.

Log back into Shopify using the STORE OWNER account.

Go to:
Shopify Support Login

Do not use a staff account if possible.

Open support from inside Shopify Admin.

After login:

Open Shopify Admin
Click the “?” Help icon
Click “Contact Support”
Start the chat

This usually works better than the public help page.

If the same error appears:
do not refresh repeatedly
wait 1–2 minutes
try again once
If it still fails:
Test directly from your phone:
turn OFF Wi-Fi
use mobile data only
open Chrome
try Shopify support again
If the issue still continues after all steps, then the problem is likely on Shopify’s side.

At that point contact Shopify through:

Shopify Community
Shopify Support on X

Send them:

screenshot of the error
store URL
browser tested
confirmation that multiple devices/networks were already tried.

I hope it’s help you … Thank You!

4

Hello @Sreyo

This error is typically session or network related. Use incognito mode, turn off ad blockers and privacy extensions, clear cookies for admin.shopify.com. If you continue to experience trouble, switch networks or tether to your phone as some connections block chat services.

Or try the Shopify mobile app, which likewise offers a distinct support chat interface. You can also monitor the Shopify status page for any incidents and meanwhile, take a look at the Shopify Community forums for solutions and workarounds from merchants.