What's Shopify's support email?

Running an online store can be stressful—especially when things go wrong. Whether you’re dealing with billing issues, theme glitches, or app problems, getting help from Shopify email support can save the day.

This quick guide will show you how to contact Shopify support via email, what information to include, and what to expect in response time. Save this article so you never get stuck when you need help again.

Does Shopify Have Email Support in 2025?

Yes — Shopify still uses the support email address support@shopify.com, but you can’t use it to start a support request.

As of 2025, Shopify no longer accepts direct incoming emails. If you send a message to support@shopify.com, you’ll receive an automatic reply explaining that support requests must begin through the Shopify Help Center.

To get support, you must first start a conversation via live chat or another channel in the Help Center. After that, Shopify may continue the conversation via email if necessary — but you can't skip the first step.

This means you can’t reach Shopify by email unless you first start the conversation through one of their official channels (such as live chat). Once a ticket is created and the conversation has begun, Shopify may follow up via email, but the process doesn’t start with you emailing them directly.

✅ While support@shopify.com is a valid Shopify support email, it cannot be used to start a support request. Customers must first contact Shopify through the Help Center.

Step-by-Step: How to Contact Shopify Email Support

Here’s how you can reach Shopify email support in 2025:

1. Go to the Shopify Help Center

Visit Shopify Help Center and click Log in to access your Shopify account.

2. Start a live chat session

Follow the prompts to describe your issue and connect with a live support agent. Be as detailed as possible when explaining your problem.

3. Request to continue via email

During the live chat conversation, let the agent know that you would prefer to switch the communication to email. If appropriate, the agent will arrange an email follow-up for you.

💡 Tip: Shopify email support is best for non-urgent issues that may require detailed explanations, screenshots, or file attachments.

What to Include in Your Email to Shopify

To get a faster and more accurate response from Shopify email support, be sure to include:

• Your store URL

  (If you haven’t set up a custom domain, your store URL usually looks like your-store-name.myshopify.com. You can find it by logging into your Shopify dashboard — see the screenshot below.)

  

  
  

• A clear and detailed description of the issue

• The outcome you expect

• Relevant screenshots or videos

• The steps you've already tried

• Your preferred contact method if needed

Providing detailed information upfront will help Shopify support resolve your problem more efficiently.

Below is a sample email you can use when communicating with Shopify support via email.

To: shopify@support.com (Note: for follow-up only — initial contact must be through the Help Center)

Subject: Urgent: Checkout Not Working on My Shopify Store

Hi Shopify Support Team,

I'm experiencing an issue with the checkout process on my Shopify store (www.xxx.com). Customers are unable to complete purchases — after clicking the “Pay Now” button, the page either reloads or shows a blank screen.

Issue Details:

• Store URL: www.xxx.com

• Problem: Checkout page fails to load properly on both desktop and mobile.

• Expected Outcome: Customers should be able to complete payment and receive confirmation.

• Steps Already Tried:

  • Cleared cache and cookies

  • Disabled third-party apps

  • Tried multiple devices and browsers

• Screenshots: Attached below (error screen + browser console)

• Preferred Contact Method: Email (xxx@xxx.com)

Please let me know what additional steps I can take or if this issue needs to be escalated.

Thank you for your support!

Best regards,

[Your Name]

xxx@xxx.com

How Long Does Shopify Email Support Take?

Shopify's email response time typically depends on the complexity of the issue and overall support demand. On average:

• Expect a response within 24–48 hours on weekdays

• Response times may be slower during weekends and high-demand periods

If your issue is urgent, using live chat or phone support is recommended for faster assistance.

Shopify Support Alternatives

In addition to email and live chat, you can also find help through:

• Shopify Community Forums — Connect with other merchants and Shopify experts.

• Reddit’s r/shopify — Ask real users for tips and advice.

• Shopify Help Docs — Browse official guides and troubleshooting articles.

• Shopify Experts Marketplace — Hire a professional if you need customized solutions.

Final Thoughts

Even though Shopify doesn’t offer a direct email address anymore, you can still get effective email support by starting through live chat. Clear communication and providing detailed information are key to getting fast and helpful responses.

Bookmark this guide so you know exactly how to contact Shopify email support whenever you need help in 2025 and beyond.