Complaints

This profile includes complaints for Helpshift's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Helpshift

  180 Montgomery St. Ste 1850 San Francisco, CA 94104

• 

  Helpshift

  100 Bush St San Francisco, CA 94104-3902

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2026

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Title: Unpaid sale - Locked out of payout account - Order #REMOVEDI made 1 sale on June 10, Order #REMOVED, on my REMOVEDPage. REMOVEDhas not paid me. I am locked out of my payout account. REMOVEDshows "This content isn't available". There is no Payouts tab or Commerce Manager access. All Meta support forms and phone lines either block me or send me in circles. I am an individual business/sole proprietor and sole owner of the Page. I have tried calling REMOVEDand emailing commerce-support with no response for [X weeks].I am requesting: 1. Access to my payout account to submit tax info 2. Payment for Order #REMOVED3. Direct contact from a Level 2 Payouts supervisor Meta is withholding earned funds with no way to resolve it.

  Business Response

  Date: 08/05/2026

  Based on the information provided, this issue is not related to Helpshift. The customers concern is regarding a REMOVED/REMOVEDpayout account, an unpaid sale, and access to REMOVEDpayout services. Helpshift does not manage or have access to Metas payment, payout, commerce, or account systems.
  
  Helpshift provides the customer support technology/platform that companies may use to enable communication between their end customers and their support teams. We do not control or manage the underlying services, customer accounts, transactions, or payouts of companies using our platform.
  
  If an end customer is using a support experience powered by Helpshift, they should contact the respective company directly for assistance with their account, payment, order, or service-related issue.
  Therefore, this matter would need to be addressed directly by REMOVEDas Helpshift is unable to access or resolve the customers payout account or payment request.
  

  Customer Answer

  Date: 08/05/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Unresolved Account Recovery REMOVED/ Supercell Hello,I would like to file a complaint against Helpshift, the support platform used by Supercell. For several months, I have been unable to recover my stolen Supercell account (Brawl Stars), despite submitting more than 20 support REMOVEDaccount was originally registered under REMOVED, but after my phone broke, the account was hijacked and the email was changed without my permission. I have proof of ownership, including original Supercell emails.Helpshifts automated system repeatedly fails to verify me as the owner and then stops responding entirely, preventing any escalation or contact with a human agent. I have invested approximately 500 REMOVED(~$100 USD) into the game and have lost access to purchased digital goods.Supercell and Helpshift have provided no human support, no review of my case, and no solution, leaving me without access to content I paid for.I request assistance from BBB in mediating this issue, as the current support system effectively blocks legitimate account recovery.Thank you,REMOVED

  Business Response

  Date: 11/19/2025

  Helpshift is the platform REMOVEDuses to deliver customer support, but we REMOVEDdo not have access to Supercells player accounts, game data, ownership records, or internal support systems.
  This means we are not able to review, verify, or recover player accountsincluding Brawl Starsor intervene in Supercells support decisions. All account recovery actions must be performed directly by REMOVEDsupport team, as only they have the tools and authority to manage game accounts.
  
  What you should do next
  To continue your account recovery request, please contact Supercell using one of the following official methods:
  From within any Supercell game ? Settings ? Help & Support ? Contact Us
  Or visit Supercells official support page for your region.
  You may share the same ownership evidence (such as original emails, receipts, or device history) with Supercells team so they can review your case manually.
  
  
  Why we cannot intervene
  Helpshift provides the software that powers the support experience.
  Supercells agents, policies, account tools, and verification processes are fully controlled by Supercell.
  Helpshift has no visibility into ticket decisions or the ability to escalate or modify player accounts.
  I sincerely hope Supercells team will be able to review your request and assist you further. If you need additional guidance on how to reach them, Im happy to point you to the correct channel.
  
  Thank you for your understanding,
  Helpshift Support Platform Team

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very vague as a customer support company. Pretty much impossible to contact and take way to long to resolve any issues. They are 3rd party so they literally can't help you with anything until they contact the main company which makes them steal your time for no reason.

  Business Response

  Date: 01/07/2025

  This is not something Helpshift is involved in, as this might be related to customer who using REMOVEDproduct for there support.

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding the horrid support I have received while using Marvel Snap. For around 12 months I have addressed issues regarding bullying on the system as well as unfair advantages those that consistently pay receive. The unfair advantages are two ways, first when players consistently buy their card of the month, if the card of the month is really powerful, they refuse to adjust that card. If there is an extremely powerful card that a person has a chance of collecting, they will butcher that card to death. The players who also continually buy the cards can continually bully other players without any consequences. This is the "unfair advantages" I am describing.The few emails I get that are not generic tend to be bullying as well as emotional messages from HelpShift support staff with no attempts at resolving the issues. I replied to them asking them to take this seriously and to take the time to resolve this issue by fixing the issues of bullying and making adjustments to the REMOVEDpowerful cards as they do to the free powerful cards, or they could refund me or offer me something to make it worth the money I spent to support. On all accounts, they have refused to attempt any of it. I submitted more incidents hoping they would go to the incident they originally stated to go to reply with a thoughtful email that tells me they understand the issues I am stating and not assuming.Because of the shallow responses the HelpShift employees are responding I am asking for a refund.

  Business Response

  Date: 12/20/2023

  I would like to clarify that our team at Helpshift provides the underlying support tool utilised by Marvel Snap for ticket creation and management. While we are not directly responsible for the game's mechanics or specific in-game issues, we take your feedback seriously.
  To ensure your concerns are appropriately addressed, I recommend reaching out to the Marvel Snap support team directly. They have the expertise and authority to investigate and resolve issues related to gameplay, card adjustments, and player behavior.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21035311
  
  I am rejecting this response because:

  You may not have control over snap you do have control over support who timelessly shows they dont care, they dont comprehend, theyve bullied, and they fail to respond with actually understanding the issues had. 
  If support took the time to actually read, understand, ask clarifying questions on part theyre confused about, things would look different. Instead they respond with generic pre-written responses that have PR words hoping the user would roll with that. 
  I expect some sort of resolution outside of these REMOVEDstatements.

  
  Sincerely,
  
  REMOVED