Business · Contact details
Shopify Contact Details
Shopify has no South African phone line for standard merchants: the main contact route is Shopify Support chat, available 24/7 through the Help Center at help.shopify.com after you log in. Shopify is a Canadian ecommerce platform that sells software and hardware to merchants, not products to shoppers.
If you bought something from a Shopify store, contact that store first. Shopify cannot help with the order itself.
Shopify contact details at a glance
| Route | Details |
|---|---|
| Shopify Support chat (all plans, 24/7) | “Chat with a human” in the Help Center at help.shopify.com/en, login required |
| Can’t log in form | help.shopify.com/en/contact/login-issue |
| Contact page (sales, Plus, enterprise, help centre) | shopify.com/za/contact |
| Shopify Community forum | community.shopify.com |
| Report an issue with an order (shoppers, after 30 days unresolved) | shopify.com/legal/tools/report-an-issue/order-issue |
| Report an issue with a merchant (Acceptable Use Policy) | shopify.com/legal/tools/report-an-issue/report-a-merchant |
Official contact channels
Every Shopify plan gets 24/7 chat support. The route is:
- Go to help.shopify.com and try the AI Search first.
- Click “Chat with a human” at the bottom right, log in and select your active store. You join a queue and the estimated wait is shown.
- If you use Shopify POS, tap the menu, then Support, then Contact support.
If you cannot log in, use the Can’t log in form at help.shopify.com/en/contact/login-issue instead of the chat.
The South Africa contact page at shopify.com/za/contact gathers the routes for sales, Shopify Plus, enterprise and the help centre. The Shopify Community forum at community.shopify.com lets merchants ask other merchants for help.
What Shopify provides
Shopify provides the platform, software and hardware that merchants use to run online and in-person stores. Support depends on your plan:
- All plans: chat, 24/7.
- Shopify Plus and Retail plans: inbound phone and email support as well. Email tickets have typical response times of 48 hours.
- Shopify POS Pro: inbound phone support through the Help Center.
- Free theme on Basic plan or higher: up to 60 minutes of free design support, in 15-minute increments.
Stores that are not on Plus or Retail and do not use POS Pro cannot request a callback or phone Shopify directly. Third-party apps are supported by their own developers; Shopify supports only its own “Apps by Shopify”.
Address and operating information
Shopify support is online, and no South African office address is listed on the contact pages used for this guide. Support chat runs 24/7, so there are no office hours to plan around.
Support and escalation routes
Shoppers: Shopify does not sell products to consumers, so contact the store you bought from about your order. If it has been at least 30 days with no response or resolution, use the Report an issue with an order form at shopify.com/legal/tools/report-an-issue/order-issue.
If a store is selling products against Shopify’s Acceptable Use Policy, report it with the Report an issue with a merchant form at shopify.com/legal/tools/report-an-issue/report-a-merchant.
Merchants: Shopify does not publish a separate escalation line. Use the Help Center chat, or phone and email if your plan includes them.
For other companies, browse the business hub or the business directory S listings.
Frequently asked questions
Does Shopify have a phone number in South Africa?
No South African phone line is published for standard merchants. Phone support is only for Shopify Plus, Retail and POS Pro users; everyone else uses 24/7 chat.
How do I contact Shopify support?
Go to help.shopify.com, click “Chat with a human”, log in and select your store. Chat is available 24/7 on all plans.
How do I contact Shopify if I cannot log in?
Complete the Can’t log in form at help.shopify.com/en/contact/login-issue.
I bought from a Shopify store and have a problem. Who do I contact?
Contact the store directly. If there is no response or resolution after at least 30 days, use Shopify’s Report an issue with an order form.
Does Shopify support third-party apps?
No. Third-party apps are supported by their developers. Shopify only supports “Apps by Shopify”.
Sources
- Shopify Help Center, Contacting Shopify Support: help.shopify.com/en/manual/your-account/contact-shopify-support, read 2026-09-26
- Shopify Help Center, Contacting a Shopify store: help.shopify.com/en/manual/fulfillment/managing-orders/contacting-shopify-store, read 2026-09-26
- Shopify, Contact: shopify.com/contact, read 2026-09-26