Last updated: November 2026
Quick answer: Shopify does not publish a public customer service phone number. Here is who can reach whom:
- Store owners on any plan: use 24/7 chat in the Shopify Help Center.
- Shopify Plus and Retail plans (and POS Pro): phone support through the Help Center.
- Customers of a Shopify store: Shopify does not handle your order. Contact the store itself.
I own a Shopify store and need Shopify support
Option 1: Chat (all plans, 24/7)
Chat is the main support channel for every plan.
- Go to help.shopify.com and log in with your store account.
- Describe your problem to the automated assistant.
- Click Chat with a human to reach a Shopify Support advisor.
Tips to get faster help:
- Write your store URL and the exact error message in your first message.
- Say what you already tried.
- Add screenshots or order and payout IDs for billing problems.
Option 2: Phone (limited to certain plans)
Shopify's own support page says phone support is not available to every store.
- Available to: stores on the Shopify Plus plan or the Retail plan, and stores using Shopify POS Pro.
- Shopify Plus: a direct phone line to Plus Support advisors, reached through the Help Center.
- Not available to: stores on other plans. You cannot request a callback or phone Shopify directly.
- Outbound calls: Shopify Support does not make outbound phone or video calls on any plan.
Option 3: Email (limited as well)
- Email support is for the Shopify Plus plan and the Retail plan.
- Support tickets are created after a live chat session with an advisor.
- If you find a "Shopify support email address" online, treat it with caution. Use the Help Center instead.
Option 4: Community forum
- The Shopify Community (community.shopify.com) is free and open to everyone.
- Search before you post. Many problems already have answers.
- Good for theme, app and setup questions. Not for urgent billing or account problems.
Option 5: A Shopify expert
Shopify Support helps with the platform. It usually does not build or fix custom work on your store.
- Broken theme code, a failed app setup or a slow store often need hands-on work.
- Waiting in a queue for a problem that support cannot solve wastes time.
- See "When to hire a developer instead" below.
Which option should you pick?
- Billing, account access, payouts: chat with Shopify Support
- Store down or checkout broken (any plan): chat first, then a developer if it is a code problem
- Store down (Plus plan): use the phone line
- Theme or design problem: developer or Shopify Community
- How-to question: Help Center search or Community
Beware of fake Shopify phone numbers
Scammers publish fake "Shopify customer service" numbers online and in ads.
- Do not call a number from a search result or social post.
- Shopify's support route starts at help.shopify.com while you are logged in.
- Never share your password, two-step codes or payment details with a caller.
- If someone calls you claiming to be Shopify, hang up and contact Shopify through the Help Center.
I bought from a Shopify store and need help
Shopify is the platform. The store owner runs the shop, ships your order and handles refunds. Shopify Support will usually direct you back to the store.
Where to find the store's contact details:
- Order confirmation email: the store's contact details are usually at the bottom.
- The store's website: look for a Contact or Help page in the footer.
- Shipping notification: use the tracking link to see where your order is.
- Shop app: if you used Shop Pay, you may be able to track orders there.
- Social media: many stores answer messages on Instagram or Facebook.
If the store does not reply:
- Send a second message with your order number and date.
- Contact your bank or card provider about a dispute if the item never arrived.
- Keep screenshots and emails as proof.
Offer phone and customer service on your own store
Good support builds trust, and shoppers often look for a phone number before they buy.
Choose your channels
- Contact page: a simple form plus your email.
- Email: a shared address such as support@yourstore.com.
- Live chat: useful for pre-sale questions. Many chat apps are available in the Shopify App Store.
- Phone: a business number your customers can call or text.
- Social media: only if you can reply within a day.
Set up the basics
- Create a Contact page and link it in the header or footer.
- Add your business hours and expected response time.
- Write a Shipping and Returns page and an FAQ that answer common questions.
- Edit your order and shipping notification emails so they include your support details.
Phone options for small stores
- Display a number and use voicemail: cheapest, works for low call volume.
- A VoIP business number: forwards calls to your phone or team.
- An answering or AI phone service: handles calls when you cannot.
- An outsourced support team: for busy stores and 24/7 coverage.
Pick based on call volume. A small store with a few calls a week does not need a call center.
Keep it consistent
- Use the same support email and number on your website, checkout emails and policy pages.
- Reply to every message, even if the answer is "we are looking into it."
When to hire a developer instead
Hire help if:
- You are waiting on Shopify Support for a code, theme or app problem.
- Your store has an error you cannot fix.
- You need a contact page, chat or help center built or redesigned.
- You want someone to monitor your store regularly.
Ecomheroes has been fixing Shopify stores since 2018. You can book a fixed-price Shopify task from $59, get a bug or Liquid error fix, or hire a Shopify developer. If you want ongoing care, see our store management services.
FAQ
What is the Shopify customer service number?
Shopify does not publish a public customer service number. Phone support is offered through the Help Center to stores on the Shopify Plus plan, the Retail plan and POS Pro.
Does Shopify have 24/7 support?
Chat is available 24/7 on all plans. The Plus plan also has phone support.
Can I call Shopify if I am on Basic, Grow or Advanced?
According to Shopify, you cannot request a callback or phone Shopify directly on these plans. Use chat.
Does Shopify have a support email?
Shopify's Help Center says email support is for Plus and Retail plans. Other merchants should start with chat.
How do I talk to a real person at Shopify?
Go to help.shopify.com, log in, describe the problem and click Chat with a human.
How do I contact a store that uses Shopify?
Use the contact details in your order confirmation email or on the store's Contact page. Shopify Support cannot resolve order issues for other businesses' stores.
Is the phone number I found online really Shopify's?
Be careful. Scammers post fake numbers. Use only the Help Center when you are logged in.
Conclusion
For most store owners, the answer is chat through the Help Center. Phone support is limited to certain plans, and customers should contact the store. If you need a faster fix for a store problem, talk to Ecomheroes.