Support chat not working

Technical Q&A
1

I was chatting with support earlier due to an issue, The issue was not resolved but the advisor ended up the chat.
Now I still have the issue and not able to sell the products and I can’t massage support to reach them as it gives me and error

Screenshot 2025-10-14 224737
Screenshot 2025-10-14 224737708×271 6.59 KB

anyone can help with this?

I tried new browser, delete the cookies, sign out and in again and tried a different computer as well.

2

@omartanirh
Hey,
that’s definitely frustrating, it sounds like your last chat session may have been closed before the issue was fully escalated. When you can’t reconnect to Shopify Support and get an error instead, it’s usually a session timeout or browser cache problem in the Help Center.

Here’s what you can do to fix it:

  1. Open an incognito/private window, then go to https://help.shopify.com/en/questions.
  2. Log into your store again and try selecting “Chat with Support.” This usually resets the session and bypasses the error.
  3. If that doesn’t work, clear your browser cache and cookies, or switch browsers (Chrome, Firefox, or Safari all work).
  4. Alternatively, you can contact Shopify Support on X (Twitter) @ShopifySupport — they can flag your ticket and reconnect you to the right team.

If you’d like, let me know the exact issue you were chatting about — I can walk you through potential fixes while you wait to get back in touch with support.

Please feel free to contact our expert support.

3

Hi @omartanirh ,

  1. Go to https://help.shopify.com and log in to your store.
  2. Select “Contact Shopify Support” → choose your topic again - you should now be able to start a new chat.
  3. If the issue persists, try a different browser or device (for example, switch from Chrome to Firefox or Safari).

If you still can’t connect, you can also reach Shopify Support via Twitter/X (@ShopifySupport) or by replying to any previous support email from your earlier chat - they can reopen your ticket directly.