Outage in Shopify

Some merchants are currently unable to contact our support teams through the Help Center due to technical issues

Resolved Major
November 18, 2025 - Started 1 day ago - Lasted about 1 hour
Official incident page

Incident Report

Some merchants are currently unable to contact our support teams through the Help Center due to technical issues. We are investigating and will keep you updated.
Components affected
Shopify Support

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Latest Updates ( sorted recent to last )
RESOLVED 1 day ago - at 11/18/2025 03:35PM

Between 14:46 UTC - 15:27 UTC, we experienced degraded performance with the AI search in Shopify's Help Center. An update from the third party at 15:27 UTC resolved the issue. The monitoring period for this issue has ended and no further impact has been observed.

MONITORING 1 day ago - at 11/18/2025 03:25PM

This issue has been resolved and is being monitored.

IDENTIFIED 1 day ago - at 11/18/2025 03:04PM

We've identified the problem and we're working on a solution.

INVESTIGATING 1 day ago - at 11/18/2025 02:46PM

Some merchants are currently unable to contact our support teams through the Help Center due to technical issues. We are investigating and will keep you updated.

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