Etsy chat bot no longer working

[ScottishWoodDesign]

I used the chat bot for help on Thursday for an urgent issue that needs fixing and they put me through to a human and we started the process of fixing the issue, 

I have now gone back on the chat to provide additional information and see if there is a time frame and the chat AI isnt even responding, 

I ask for help and nothing happens, its as if I have been cut off from the help centre. 

[FLcowgirls]

Happened to me also, no response

[ScottishWoodDesign]

Trying to get help from Etsy in a timely manner is so difficult, 

They mistakenly do things with their AI Bots that financially impact  you, yet also make it impossible to raise the alarm or get the issues dealt with quickly. 

The treatment of sellers seems to be pretty bad.

[AmoreTreasure · Accepted solution]

I've had this happen to me too where I chatted with them about an issue and then the next time I wanted to use chat, it looked like the previous chat never ended but could get no one at Etsy to respond when I sent a message.  Ended up calling Etsy support when I was unable to use Chat for the 'new' issue and I was told that Etsy Support never closed the old chat which they are supposed to do when it's resolved.  They manually closed it for me and recommended that I either call Etsy support next time or access chat through the help pages rather than through the dashboard icon.  Just another poorly designed Etsy feature!

[TheCraftyLittleBug]

There's no number for Etsy support...How did you get a number to call?

[ScottishWoodDesign]

That's exactly what's happened to me, 

[DudleyandSprout]

If it was a day such as a weekend or holiday, then the chat is probably disabled.  Try again during a regular business week.  Etsy is famous for their poor seller support.

[TheHomespunLoft]

@AmoreTreasure 

How exactly did you "CALL Etsy support" if they don't have a phone number???

Just wondering.

And my chats have not closed out for ages now.. not a big deal to me-- I just start a new one..and to me it saves time.. I don't have to go thru the thing with who I am and my shop name since it is already there from the previous chat. lol

[AmoreTreasure]

I went to Etsy Help (I did not use the option on the dashboard but may not matter).  From here I followed this long winding road and not sure it will work at all times for all sellers:

In Etsy Help search "Contact Etsy Support" >>> click on "How to Contact Etsy Support" >>> select "Selling on Etsy" >>>select "Managing my shop and listings" >>> select "Manage listings" >>> at the bottom select "I still need help" >>> select "Have us call you".

Yes, when chat is working correctly, you will still see your previous chat and you can ask a new question and someone from support will join the chat.  It wasn't working correctly, however.  No matter what I typed in, no one from support would join the chat.  According to the support person I spoke with on the phone, it was because the chat was never officially finalized/resolved/closed whatever the term is so they did that for me manually.  Until they did that, I was not able to "just start a new one".

[CleverLittleEars]

I've had this happen. It's like the person fails to close out the chat properly, and the chat is suspended in purgatory. I've submitted support tickets through Etsy help when this happens to get chat back online (as useful as it is). No one ever acknowledges that they left you hanging in the chat perpetually, but they do fix it. 

[ScottishWoodDesign]

This is the issue, I'll use the ticket system to get it fixed 

[ArtDollsbyJD]

I've never had the ability to use the chat box feature.  I always do email the few times I need help. 

[pennyemporium]

try this:

chat 08-24; (no chat listed, just email 06-23-24)
https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-contact_selec...

[pennyemporium]

or this:

callback feature:
https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[IceMaidens]

It's happening to me as we speak.

No-one responding to chat and I've requested a call back and that hasn't happened either.

How do you open a ticket please?

edited to add: It's ok, I've found where to send an email to Etsy.