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dns still connected after store disactivated

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I am trying to disconnect my site from shopify but I keep getting stuck because of dns still pointing to shopify. 

I can't access shopify admin since the site is disactivated 

Replies 2 (2)
Shopify Partner
5673 1044 1069

Hi @ahmedDh,

You must contact Shopify support so they can disconnect your domain from your store for you.



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Shopify Staff
Shopify Staff
1237 313 203

Hey, @AhmedDh! Welcome to Shopify Community!


Do you mean you're trying to disconnect or move away your domain from your Shopify store? If so, you'll need to get into your admin to remove or transfer your domain. I understand your store is currently deactivated, however, depending on your billing, we may be able to give you temporary access.


If you don't have any outstanding invoices and you were successfully able to follow these steps to close your store, you can get in touch with our support team so they can look into the possibility of granting temporary access. You're welcome to visit our Help Center to be connected with a support advisor and they will take a look at your account. If you are given access, you can then follow this guide to transfer your Shopify domain to another domain host or this guide to remove your third-party domain. 


If you have an outstanding invoice, you will need to settle this and pick a plan to get into your admin. If you're unsure whether you have an unpaid balance, you can try logging into your store. You will be prompted to pay, and then select a plan, to be able to continue if you have an overdue bill. Once you are in your admin, you can refer to the guides above to transfer or remove your domain. After doing so, you can proceed to deactivate your store again. Now, we don't provide refunds as per Section 5.10 of our Terms of Service, however, our support team can determine if an exception can be done in this case. Feel free to create a support ticket by visiting our Help Center to find out if a refund is possible.


Let me know if anything I've discussed is unclear or if you need further assistance. I'll be happy to help you out!

Summer | Social Care @ Shopify 
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