Shopify customer service helps merchants with store access, billing, subscriptions, Shopify Payments, payouts, domains, apps, themes, point-of-sale systems and account restrictions. Shopify does not publish one universal customer-service phone number. Most merchants should sign in to the Shopify Help Center and use its 24/7 chat support.

How to Contact Shopify Customer Service

Shopify Help Center: Search help topics and contact support
Human chat support: Available 24 hours a day, seven days a week for all Shopify plans through the Help Center
Contact instructions: Review current Shopify support options
Cannot access an account: Submit Shopify’s login-issue form
General customer-service phone: Shopify does not publish one universal inbound support number.

General support email: Shopify does not publish one universal email address for ordinary merchant support.
Shopify Plus support: Phone, email and chat are available through the signed-in Help Center.
Shopify Retail support: Phone, email and chat are available through the signed-in Help Center.

Shopify POS Pro support: Phone support is available through the signed-in Help Center.
Official contact page: Shopify support, sales and corporate contacts
Corporate filing phone: 1-613-241-2828, extension 1045
Canadian corporate address: Shopify Inc., 151 O’Connor Street, Ground Floor, Ottawa, Ontario K2P 2L8, Canada
Official website: Shopify.com

The corporate telephone number and Ottawa address are not ordinary merchant-support channels. The corporate office generally cannot restore a store, release a payout, correct an invoice, cancel an app or resolve a customer order.

Incorrect Shopify Phone Number Warning

The number 1-631-241-2828 should not be listed as Shopify customer service. Shopify does not publish that number on its current Help Center, corporate filing or legal pages.

Shopify’s current corporate filing lists 1-613-241-2828, extension 1045. The similar digits suggest that the former listing used an incorrect area code. Even the correct 613 number is a corporate contact rather than general merchant support.

How to Reach a Human Shopify Support Advisor

Visit the official Shopify Help Center.
Use the AI-powered search to describe the problem.
Select Chat with a human.
Sign in when prompted.
Select the affected store.
Wait for the estimated support queue.
Explain the issue and request a case number.

If you cannot sign in, select I can’t access my account or use Shopify’s dedicated login-issue form.

A Support Inbox ticket is normally created after a live chat with an advisor. Save the chat transcript, ticket number and any promised follow-up date.

Shopify Support Options by Plan

Basic and other standard plans: 24/7 chat through the Help Center
Shopify Plus: Chat, direct telephone support and email ticket support

Shopify Retail: Chat, telephone and email support
Shopify POS Pro: Telephone support through the Help Center
Shopify Partners: Partner-specific chat and email after signing in to the Partner organization

Telephone numbers for enhanced support are normally displayed after the merchant signs in and selects the eligible store or organization. Do not rely on an unofficial public number from a search result.

Best Shopify Support Route by Issue

Store login or account access: Use the login-issue form.
Subscription or Shopify invoice: Sign in and choose Billing support.

Unknown Shopify charge: Review Settings > Billing and each store connected with the account.
Shopify Payments payout: Review Finance, Payouts, Merchant Alerts and the store-owner email.
Payout hold or reserve: Follow the account-specific notice and submit requested documents securely.

Store review or restriction: Use the appeal form displayed inside the Shopify admin.
Third-party app: Contact the app developer.
Paid third-party theme: Contact the theme developer.
Shopify-built free theme: Contact Shopify for eligible theme support.
Custom code: Use Shopify.dev, the developer assistant, the Shopify Community or a qualified Shopify Partner.
Domain problem: Use Shopify domain support or the outside registrar that controls the domain.

Order placed with a Shopify store: Contact the merchant directly.
Suspected fraudulent merchant: Use Shopify’s merchant-reporting tools.
Shop app order or Shop Pay account: Use the Shop Help Center.

Information to Have Before Contacting Shopify

Store name and myshopify.com URL
Store-owner email address
Shopify plan
Invoice or bill number
Charge date and amount
Payout date and payout ID
Order, chargeback or transaction number
App, theme or domain name
Error message or screenshot
Date the problem began
Troubleshooting already completed
Previous Shopify ticket numbers
A concise explanation of the requested resolution

Do not publicly post passwords, passkeys, recovery codes, two-step authentication codes, API keys, bank details, tax records, government identification, complete invoices or private support messages.

Shopify Login and Account-Access Problems

Shopify Support can generally assist the store owner with login problems. Staff members who cannot access a store may need the store owner or organization owner to restore their permissions.

Before submitting a login request:

Confirm the email address connected with the store.
Check whether the account uses an email and password, passkey, Google or Facebook login.
Try the password-reset process.
Check spam folders for authentication messages.
Confirm that the correct store is selected.
Use the official login-issue form if access remains unavailable.

Shopify login troubleshooting: Resolve Shopify sign-in problems

Shopify Billing and Subscription Charges

A Shopify bill can contain more than the platform subscription. Depending on the store, charges may include:

Shopify subscription plans
Recurring app subscriptions
App usage charges
One-time app purchases
Third-party transaction fees
Domains
Themes
Shipping labels and adjustments
Taxes
Shopify Messaging
Partner or brokered services

Open Settings > Billing and review the complete invoice before reporting an unknown charge.

Shopify billing help: Manage bills and payment methods
Types of Shopify charges: Understand invoice line items

Unknown or Duplicate Shopify Charge

Review every active and inactive store associated with the email address.
Open Settings > Billing for each store.
Compare the bank descriptor with past Shopify invoices.
Check for app, theme, domain and shipping-label charges.
Review whether another employee or business partner created a store.

Check for a trial that converted to a paid plan.
Contact the app developer when an app generated the charge.
Contact Shopify Support when the charge cannot be matched.
Contact the payment provider promptly if the completed charge remains unauthorized.

Do not assume every charge containing “Shopify” is a purchase from an online merchant. A merchant’s Shopify platform bill is different from a consumer order placed at a Shopify-hosted store.

Cancel a Shopify Subscription and Deactivate a Store

Only the store owner can normally pause or deactivate the store.

Sign in to the Shopify admin.
Open Settings.
Select Plan.
Choose the option to deactivate or cancel the plan.
Review outstanding charges and the final billing date.
Export important store, product, customer and order data.
Cancel outside app subscriptions separately.
Save the deactivation confirmation.

Deactivation normally cancels the Shopify subscription at the end of the current billing cycle. Shopify Plus merchants should contact their Merchant Success Specialist.

Deactivate a Shopify store: Review cancellation and reactivation steps

Charges After Deactivating a Shopify Store

A merchant may still receive an invoice after requesting deactivation because of:

Outstanding app usage
Transaction fees
Shipping labels
Chargebacks
Another Shopify store
An app that bills directly outside Shopify
Amounts incurred before the store closed

Uninstall apps and cancel any app subscription billed directly by the developer. Deleting a store does not automatically cancel services charged outside Shopify.

Shopify Plan Refund Requests

Shopify plans are generally prepaid and nonrefundable. Shopify Support may review certain timely requests individually, but approval is not guaranteed.

Current general review windows include:

Monthly plan: Within seven days of the invoice date
First invoice after a trial: Within 30 days of the invoice date
Annual plan: Within 30 days of the invoice date

Unused time does not automatically qualify for a refund. Submit a request promptly, explain the billing error or unusual circumstances, and keep the final written decision.

Shopify plan refund policy: Review current eligibility windows

Third-Party App Charges and Refunds

Most Shopify App Store apps are created and supported by independent developers.

Open Settings > Billing and identify the app charge.
Open Settings > Apps and sales channels.
Select the app and locate the developer’s support information.
Request the cancellation, credit or refund from the developer.
Uninstall the app if future Shopify billing should stop.
Cancel any separate subscription on the developer’s own website.

Shopify generally cannot issue a refund for a third-party app developer. An app credit may reduce a future invoice, while a refund returns a previously paid charge.

Theme Purchases and Theme Support

Free Shopify-developed themes: Shopify provides eligible troubleshooting and limited design support.
Paid third-party themes: Support is provided by the theme developer.

Theme purchases: Generally final and nonrefundable.
Custom coding: Usually outside ordinary Shopify Support.

Merchants on an eligible Basic plan or higher may receive limited design time for qualifying changes to Shopify-developed free themes. Major customizations require a developer or Shopify Partner.

Domain Problems

First determine who registered the domain.

Domain purchased through Shopify: Use Shopify domain support.
Domain purchased elsewhere: Contact the outside registrar for registration, transfer, renewal and ownership issues.
DNS or connection issue: Review the Shopify domain settings and the registrar’s DNS records.

Expired domain: Contact the current registrar immediately.
Unauthorized domain transfer: Secure the Shopify account, email account and registrar account.

A Shopify subscription cancellation and a domain renewal are separate. A domain may continue renewing unless its settings are changed.

Shopify Payments Payout Is Missing

Review the Shopify admin before contacting support.

Open Finance or Payments.
Review the payout status and expected date.
Check for a Failed, Pending, Scheduled or On hold status.

Confirm the bank-account information.
Review Merchant Alerts.
Check the store-owner email for a verification request.
Review refunds, chargebacks, fees and reserves affecting the balance.
Contact Shopify Support through the signed-in store.

Shopify Payments payouts: Review payout timing and reconciliation
Missing or lower payouts: Troubleshoot payout differences

Failed Shopify Payments Payout

A failed payout can result from:

Incorrect account number
Unsupported bank account
Closed bank account
Name or business-information mismatch
Bank rejection
Repeated payout failures

Shopify normally displays the reason on the Payouts page. Update the bank information securely inside the admin. A failed payout can result in a temporary payout hold until the bank issue is corrected.

Shopify Payments Holds and Reserves

A payout hold or reserve is account-specific. Shopify may request identity, business, banking, fulfillment, supplier or product documentation.

Possible causes can include:

Missing verification information
Incorrect bank details
Product eligibility questions
Unusual transaction activity
Chargeback or refund volume
Business-risk review

A reserve temporarily holds part or all of certain transaction funds for a stated period. Review the notice sent to the store-owner email and Merchant Alerts. Upload documents only through the secure Shopify process.

Account holds: Review hold causes and next steps
Payment reserves: Understand Shopify Payments reserves

Store Review, Restriction or Termination

Shopify may review or restrict a store for compliance, identity, product, intellectual-property or policy concerns.

If the store is under review:

Read the email sent to the store owner.
Sign in to the Shopify admin.
Open the displayed appeal form.
Provide accurate business information.
Upload the requested identification and supporting documents.
Explain how the store complies with Shopify’s policies.
Submit the appeal before the displayed deadline.
Save the confirmation.

Shopify states that some store-review appeals must be submitted within three consecutive days. Missing the deadline can result in termination.

Store review help: Submit a store-review appeal
Store termination appeal: Review termination procedures

Shopify Payments Was Declined or Deactivated

A Shopify Payments restriction is different from termination of the entire Shopify store.

Review the notification for:

Required documents
Business or product eligibility
Banking information
Appeal or reconsideration options
Whether a third-party payment provider can be activated

Do not repeatedly open unrelated support tickets. Keep one clear timeline and reply through the existing case whenever possible.

Shopify Chargebacks and Customer Disputes

Merchants using Shopify Payments can review chargebacks in the affected order.

Open the disputed order.
Review the chargeback reason and deadline.
Gather order, payment, customer and fulfillment records.
Upload delivery proof, policies, correspondence and other relevant evidence.
Submit the response before the deadline.

The customer’s bank or card issuer ultimately decides many chargebacks. Shopify provides the evidence-submission system but cannot guarantee that a merchant will win.

Customer Orders From Shopify Stores

Shopify hosts commerce technology for independent merchants. Shopify usually does not control a merchant’s products, shipping, cancellation policy or refund decision.

If you purchased from a Shopify-powered store:

Open the order-confirmation email.
Select View your order.
Use the merchant’s email, telephone number or contact form.
Review the store’s shipping, return and refund policies.
Keep screenshots, tracking and messages.
Contact the payment provider promptly if a completed charge is unauthorized.

Shopify Support cannot normally cancel an independent merchant’s order or issue that merchant’s refund.

Report an Unresolved Order or Shopify Merchant

If you contacted the merchant and at least 30 days have passed without a response or resolution, Shopify provides an order-issue report. Use the same email address that was used for the purchase.

Report an order issue: Submit an unresolved Shopify-store order
Report a merchant: Report fraud, illegal products or policy violations
Customer order guidance: Contact a Shopify merchant

Submitting a report does not guarantee a refund. Customers may also need to contact their card issuer, bank, PayPal, Shop Pay Installments provider, law enforcement or a consumer-protection agency.

Shop App and Shop Pay Help

The Shop app uses a separate customer-facing Help Center for:

Order tracking
Shop account access
Shop Pay information
Stored payment and shipping information
Contacting a merchant
Reporting an order problem

Shop Help Center: Shop app and Shop Pay help

Merchants who need help with the Shop sales channel should use Shopify merchant support rather than customer-facing Shop support.

Shopify Privacy Requests

Privacy policy: Review Shopify privacy rights and practices
Privacy correspondence: Shopify Inc., Attn: Privacy Officer, 151 O’Connor Street, Ground Floor, Ottawa, Ontario K2P 2L8, Canada

Questions about how an independent merchant uses customer information should normally be directed to that merchant and its privacy policy. Shopify and the merchant can have different responsibilities for personal information.

Copyright, Trademark and Legal Reports

Shopify provides dedicated forms for copyright, trademark and other policy complaints. These legal routes should not be used for ordinary billing or technical support.

Report a legal or policy issue: Shopify legal reporting tools

Copyright information: DMCA notices and counter notices

Fake Shopify Support and Phishing Warnings

Begin at Shopify.com or Help.Shopify.com.
Shopify does not publish one universal merchant-support telephone number.
Do not trust a number merely because it appears in a search advertisement.
Do not share a password, passkey, recovery code or two-step authentication code.
Do not provide bank credentials through social media or ordinary email.

Do not allow an unknown support caller to control a computer remotely.
A legitimate support advisor should not require gift cards or cryptocurrency.
Open Merchant Alerts inside the admin rather than clicking an unexpected compliance link.

Verify document requests through the signed-in store.
A public review submitted here does not create a Shopify support ticket.

How to Escalate a Shopify Complaint

Sign in to the correct store.
Open Shopify Help and select the exact issue.
Use Chat with a human.
Provide the store URL, invoice, payout or error details.
Ask for a Support Inbox ticket number.
Request referral to Billing, Shopify Payments, Risk, Trust and Safety or another responsible team when appropriate.
Keep all messages in the same case when possible.
Provide requested documents through the secure admin process.
Ask for the final decision and reason in writing.
Use an official appeal form for a restriction or termination.

Contact the app developer, theme developer, registrar, merchant, bank or regulator when that party controls the disputed matter.

Shopify Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows no visible Shopify reviews and a rating of 0 out of 5 based on 0 reviews.

Because no reviews have been submitted, this page does not establish positive or negative customer-service trends involving billing, Shopify Payments, payouts, store restrictions, apps, domains or support response times.

New reviews can help readers understand current experiences involving chat support, billing, refunds, payout holds, app charges, store reviews, termination appeals, account access and Shopify merchant reports.

Related Customer Service Numbers Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers and business owners locate support information and share customer-service experiences since 2004. We independently organize contact routes, billing distinctions, complaint guidance, security warnings and reader reviews.

We are not owned by Shopify, Shopify Payments, Shop, Shop Pay, any Shopify merchant, app developer, theme developer, payment processor, bank or domain registrar.

Share Your Shopify Customer Service Experience

Have you contacted Shopify about billing, a subscription, payout, account hold, app charge, domain, store review, termination, POS system or login problem? Have you reported an unresolved order from a Shopify merchant? Leave a factual review below and explain which support route you used and whether the issue was resolved.

Comments are moderated. Do not include passwords, passkeys, authentication codes, bank information, tax documents, government identification, API keys, complete invoices, private support transcripts, full store-owner records or names and direct contact information belonging to individual employees.

Last Updated: July 13, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Shopify Inc., Shopify Payments, Shop, Shop Pay, any Shopify merchant, app developer, theme developer, payment processor, financial institution or domain registrar. Shopify does not provide support through this website.

Support channels, plan features, refund-review periods, billing rules, payout procedures, reserve requirements, appeal deadlines and corporate information can change. Review the current Shopify admin, Help Center, invoice, subscription terms, payment agreement and official company notices.

This page cannot access a Shopify store, release a payout, cancel a plan, issue a refund, restore an account, reverse a chargeback, remove a restriction, contact an independent merchant or guarantee the outcome of an appeal.

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Shopify Customer Service, Billing, Payouts and Store Help