Hi Shopify Devs
The partner support link in the Shopify Partners dashboard is not working.
Clicking this link brings you to the “select store” prompt, and after selecting a store you land in the general shopify help center.
Can you please fix this - or has Partner support been dissolved?
Hi Releod,
Thanks for flagging this - our internal teams are aware of the issue where partners are being identified as merchants which is resulting in an impaired experience, and we’re actively working to improve this. Will update here when I have more info.
@Liam-Shopify We’re running into the same issue on our account. I’ve reached out to Merchant Support several times over the past few weeks – including multiple times this week – since there was no other support channel available. It honestly took quite a bit of back and forth until the support team understood the issue, which made the whole process pretty frustrating. They assured us it’s being looked into, but so far, we haven’t received any real update or reply to our open tickets.
It’s somewhat reassuring to see we’re not the only ones affected.
Is there any estimated timeframe for a fix? As partners, it’s important for us to be able to detect and report global issues quickly – that only works if there’s a reliable way to communicate and get timely responses when something breaks.
Hey @Pascal_Weiland and @releod
I just tested here and the UI for reaching support has changed. When you are on the store selector screen, you choose a store, but you can also just select your Partner organization
As long as you select your organization and not a specific store you’ll come through authenticated as a Partner.
Hey @KyleG-Shopify @Liam-Shopify Thank you for getting back to me so quickly.
I’ve tried the option you mentioned already a few times, but it seems to redirect me to merchant support.
In the past, I was always able to chat directly with Partner Support, which was incredibly helpful. Now, however, the general support chat opens, and it appears to be intended only for merchants.
Please find attached a screenshot and a short video demonstrating the issue.
In the video, I show the process of clicking the Support link inside the Partner Dashboard, which then redirects me to merchant support.
To rule out any local issues, I’ve recorded this using a clean browser with the cache cleared, please see here:
When I asked in the chat whether this is Partner Support, they told me it’s not and advised me to click the link in the Partner Dashboard — but that’s exactly what I did, as always in the past.
Hi again Pascal,
I can confirm that there is an on-going issue with changes made to the support flow from the partner dashboard, and the team that owns this is working on improving this experience.
Just adding my comment that we’re having the same issue - even if we select our organization.
It’s more than 2 weeks, I am facing the same issues and still there is not any update received yet, still facing the issue.
Having the same issue and I think the Merchant support team isn’t aware of this so it frustrating trying to explain this to them. When i choose partner Org it throws and error
Facing the same issue for a few days now. Even contacted the store support to tell about this a few days ago but it hasn’t been fixed yet. Guys please update asap.
Hi folks,
We’ve made some improvements to this current flow: now when you navigate to partner support from your partner dashboard, the Help Centre Assistant will recognise your partner organisation instead of a merchant store. See this video:
This is not working. I am not sure if others are seeing the same thing. I get no option of what you show on your screen. Please see video.
https://www.loom.com/share/32bde62101ac44aa9fef305735e34793?sid=e8d7a579-6c1e-4efb-97cd-7353ba64ff64
Hey Thomas, It looks like you may be logged in already.
If you click your name in the top right, you can switch accounts from there if needed, and if that doesn’t work, try logging out and clearing your browser cache and cookies to see if that resolves it.
Hey @KyleG-Shopify I tried both of these, but neither worked.
Interesting. I’m not seeing the same thing testing on my end.
Can you still chat in? If so I would recommend trying that as the support team would be able to confirm if you’re logged in through your partner account. If not, they should be able to look closer to find out what’s causing this.
