These domains couldn't be connected because the stores are frozen - After remove & re-connect domain

[intesols]

Hi Champs,

1. Till Yesterday; "honestgum.com.au" - Domain was connected with the same Shopify store "honest-gum.myshopify.com" plus the site was working fine.

2. The only issue was that non-www links were not working throughout the website so we though to disconnect the domain.

3. To resolve this issue; we removed the domain from the Shopify store yesterday; and tried to add it again and added a suggested TXT record for the Domain DNS as well.  After that, it should be connected but unfortunately it keeps showing "Domain couldn't be verified; These domains couldn't be connected because the stores are frozen" - (Screenshot attached)

4. We tried to do the same process again but each time it gave the same error,  Billing and everything was clear.

Can anyone please help with that, as support team has taken almost a day but there is no solution?

[intesols]

Hi Victoria,

Thank you for your response. Let me know how you can help with this and how long it will take. 

[Damanci]

Hi! Did you get this issue solved? If so, Can you provide details on how you did it, and how long it took to reconnect? Thanks!

[intesols]

Hi Team,

It is very frustrating to deal with Shopify support, our website is down just because of Shopify support,

It is a small task to unlink the www domain from Shopify and connect with my existing store which was already there

The Shopify team is not able to resolve the frozen store issue and it has been more than a week. Every day we deal with a new support guy and they promise that the issue will be resolved by today but next morning we see the same issue.  Even they don't share what actions are taken to resolve the issue. 

[Yamathon]

Did you solve this issue?

[Bob100]

I have the same isssue since 3 WEEKS and no one at Shopify Support helped me and fixed this issue. They told me we escalated your issue bla bla bla be patient.... bla bla bla.... I will take care personally of this issue... bla bla bla bla 

and NOTHING!!!

Can you help me please?

[Remyas014]

Hi I have the exact same issue right now and spoke to multiple agents and says it’s escalated. It’s been a week now. I have submitted a complaint through BBB. Why the hell does it take days and weeks to resolve this issue? 

[kcd123]

Hi how did you solve this? And how long did it take you? Can you please help?

[ElliotBrant]

Did you get it resolved? and if so how many days did it take from the escalation for it to be resolved? And what did you do? got any tips?

[dannyheang]

How did you get this resolved in the end?

[Bob100]

Hi Intesols,

I have the same isssue since 3 WEEKS and no one at Shopify Support helped me and fixed this issue. They told me we escalated your issue bla bla bla be patient.... bla bla bla.... I will take care personally of this issue... bla bla bla bla 

and NOTHING!!!

Can you help me please?

[Gbsoaps]

I’m having the same issue for three weeks. Can anyone assist? It’s a wasted month of paying for the site.

[Sophia]

Hi! If our team is able to confirm that you purchased the domain and that the domain subscription is still active, we should be able to remove it from a frozen store so you can connect it to your new store. Please contact us via the Help Center so we can look into this.

[guardianowhit]

No one is helping Sophia. It is a shocker that Shopify can turn something so small into a full blown nightmare. I have personally spent more 6 hours talking to support. Most of them simply tried to gaslight me, saying that the domain needs 2 days to propagate even though there is a blaring notice saying that verification failed due to a store being frozen. Great, so I waited 2 days even though I knew that was not the issue. Now I am being told that the ticket has been escalated "but we have no idea with the specialist department will reply to you". That was another 2 days ago. And surprise surprise no one has bothered to reply. How on earth can such a trivial situation drag on like this? Does it really take specialists to remove a domain from a frozen store?

[DogAndMouseComp]

I am having the same issue right now and my tickets have been escalated for TWO MONTHS NOW with zero communication after they escalate it. Two months of a ticket being escalated is insane. 

[Gussy]

Can you help me? I've spent 2 days trying to get support from Shopify - this issue destroys people's businesses/livelihoods. Where is Shopify support after all the years of paying for the platform?

[AlexanderWeb]

I have been like this for 3 weeks and my client cannot sell products. This is disgusting. Every time I speak to a support team member they promise that they will deal with this personally, they provide ref numbers to which there is no follow up action. And guess what? Shopify keeps on charging for $39 (that's my plan) a month. I had to beg to get at least one month credit which is absolutely nothing compared to the damage that it is being created. We started to look at alternatives to Shopify.

[enrosed]

yes same.. such a shame

[Damonizy]

Hello! I'm having the same issue and its been 20 days since shopify support team escalated my case. but still no response from the specialized team. could you able to help me?

[Bob100]

I have the same isssue since 3 WEEKS and no one at Shopify Support helped me and fixed this issue. They told me we escalated your issue bla bla bla be patient.... bla bla bla.... I will take care personally of this issue... bla bla bla bla 

and NOTHING!!!

Can you help me please?

[FranciscoZ]

Did the Shopify Support solve the issue? I have the same

[guardianowhit]

Nope! It's been more than a week now and no help whatsoever. The 'specialist department' can't be contacted nor do they provide any updates. It's been a shocking experience to say the least

[dannyheang]

I am having the same issue, boy they are useless how do we get this escalated

[guardianowhit]

I finally got it resolved .... it took over a week which is still the quickest turnaround I have seen on community forums and reddit. While chatting with Shopify support you need to ask them to escalate it to their specialist department. Shopify support does not have the level access to whitelist frozen domains.

[FranciscoZ]

I'm in that process, It's been 2 days waiting to get the issue resolved

[ElliotBrant]

Did you get it resolved? and if so how many days did it take from the escalation for it to be resolved?

[dannyheang]

Thank you for your response, yes it is pathetic. They should credit us the downtime

[ElliotBrant]

Im having this issue right now... Can you please talk me thru this? ive talked to the support and they did escalate it 1 week ago but still no answer from the account team which suppossedly is the higher up and can remove the domain. How long did it take for you to get it resolved from the day that they escalated?

Best, Elliot

[guardianowhit]

Hi Elliot did you get it resolved yet? Mine took a week, but from what I've seen on reddit and this community it can take up to a month for a successful resolution. I wouldn't create and escalate a new ticket just yet since it's only been a week

[Damanci]

Hi Elliot. It took over 1 month to resolve the issue, and basically we ended up having to figure out the cause of the problem ourselves and walk Shopify technical team through it :(. In our case, the domain we needed to use was still tied up to a previous store of our own in Shopify, and the solution was to have them go to that disabled store’s records and wipe it clean. Hope this is helpful for you and everyone else eon this thread!

[UncleFano]

I'm dealing with the same issue. It's been about 3 months since I first reported it, and honestly, it's super frustrating that a company as big as Shopify can't sort this out. Every time I reach out, I get a different person (some are helpful, some not so much). They just keep telling me they'll escalate it. Right now, I've got 4 escalations open (just to resolve one issue), and still nothing. How is something so simple turning into such a nightmare? Not sure what to do next. 

[dannyheang]

Mine got resolved 2 days ago. I would pester them and raised it a good 20 times. Multiple times a day and wouldn’t get off chat unless they kicked me off. Took around 10 days in tota

[FranciscoZ]

Mine got resolved in a week, finally! I did something similar to you.

[ElliotBrant]

What did you do? Please help me out here! Been a whole week since they escalated it. What should i do? Really appreciate if you could help with tips and what you did. Thanks!

[FranciscoZ]

I think you should wait, that’s what I actually did. They will send a email telling you to try to connect again the domain.

[ElliotBrant]

Okay! But did it work when you tried to connect it again? And was the domain locked to another paused store or was it just a bugg?

[DogAndMouseComp]

It's been two months for me and no help whatsoever.

[AlexanderWeb]

Same problem here , this is so frustrating especially when we pay a subscription plan 😞

[Gussy]

I'm having this exact issue and have been trying to get support from Shopify for 2 days to no avail. It's crippling my business. Anyone have any success working it out themselves or migrating to a competitor?

[enrosed]

SAME ISSUE such a shame.  I got the same issue ongoing for 5 days and got no reply whatsoever... We are paying for nothing. Please reach me out support.... 

[Tfest1968]

i have the same problem and still waiting for 1 week ...

[hypnotize]

I am having the same issue here, 1 month trying to solve it. Many tickets already opened. 

Unbelievable how shopify is unrespect with us. 

[guardianowhit]

1 month is quite long, it usually takes a couple of weeks. Have the tickets been escalated? I wouldn't open any new tickets

[Damonizy]

I'm having same issue. its been 3 weeks shopify customer support escalated my case. still no response. 

[Me3]

I am having the same problem it's been over a month, and still nothing. Store is still frozen, bills are paid but I can't use the store i am paying for. 

[Me3]

The worst part is they are not helping you, despite promising everything. 

[guardianowhit]

how long has it been escalated?

[Me3]

About a month and a half.

[guardianowhit]

wow that's longer than usual. When my ticket was escalated it took just over a week to resolve. Is your domain still connected to another store?

[Bob100]

I have the same issue since now 3 WEEKS by contacting them almost everyday and they always promise it will be fixed very soon... They did escalated the issue... Bla bla bla bla bla.... Same song and nothing.

Anyone can help here? Is there a REAL Shopify support seriously?