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Getting support as a Shopify Partner

As a Shopify Partner, you have access to Shopify Support and self-serve support resources 24/7.

You can review the documentation in the Help Center or on shopify.dev to learn more about Shopify. You can also chat with the AI assistants on either site. The Shopify.dev assistant can help with code and troubleshooting code issues or even help understand the process of submitting your app to the Shopify App Store or your theme to the Shopify Theme Store. The Help Center Assistant can help with your questions about the Partner Program, growing your business, adding team members, your financial setup, and many more topics.

You can contact Shopify Support and be routed to the type of support that you need, whether it’s support for your Partner Account, a merchant’s store, Plus and Enterprise stores, or API and code.

On this page

Shopify.dev assistant

For help with Shopify code, you can chat with the .dev assistant on shopify.dev by clicking the search, and then Open Assistant. The .dev assistant can help you troubleshoot or answer your coding questions.

Help Center Assistant

The Help Center Assistant can help you get the answers you need and the assistance that you require from Shopify Support. When chatting with the Help Center Assistant, chat in complete sentences as if you’re chatting with a real person to get the best answer. Be sure to use full terms, such as Shop pay and Shopify Payments, rather than short forms, such as Shop or SP.

Contacting Shopify Support

You can access Shopify Support by chatting with the Help Center Assistant, providing some context on what you need, and then asking for Shopify Support. Logging in to the Help Center and clicking on your Partner organization helps route you to support for your Partner questions, including API and developer support. Logging in to the Help Center and clicking on a store of any kind helps route you to merchant and Plus support, depending on the type of store you select. API, code, and developer support is only available when you click on your Partner organization or a Plus store or organization. Most support is available by chat or email, but you can access phone support for Plus or Enterprise stores.

Best practices for working with Shopify Support

When contacting Shopify Support, be sure to reach out from the Partner Account pertaining to your inquiry if you have more than one Partner Account. Ensure your account has proper team setting permissions. If you have limited permissions for the area of the Partner Dashboard that you’re inquiring about, then you’ll either need to request additional permissions from the Owner on the Partner Account or have a different team member with the appropriate permissions contact Shopify Support. Learn more about team permissions.

When contacting Shopify Support about a specific store, ensure you have Collaborator account access for the store.

Review the following best practices:

  • Include a clear description of the issue or request.
  • Include details such as screenshots, screencasts, steps to reproduce issues, and any other relevant information.
  • Share any relevant links to Help Center pages, Community forum posts, or Shopify.dev pages that you’ve reviewed.
  • For email, include a clear email subject line that represents your issue to help prioritize and triage your email.
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