This domain couldn't be connected because the store is frozen

[Damonizy]

Hello! I bought a domain from GoDaddy auctions and tried connect to my store. but error message says ' cannot connect store is frozen' then I found out the domain was connected to another store before I bought and that store is frozen. I contacted shopify live chat and they said specialized team will contact me to solve this issue. it is been 3 weeks now I still not got any response even I contacted them again and again to check the progress. what should I do now?

[Damonizy]

I tried. they said it should be done by shopify.

[rajweb]

Hey @Damonizy ,

It sounds like you’re dealing with a tricky situation. Since it’s been three weeks and you’ve received no updates, here are a few steps you can take:

1. Follow Up Again: Politely but firmly follow up with Shopify’s support team. Mention that it’s been three weeks and you have not received any updates from the specialized team. You can ask for an escalation to ensure it’s being prioritized.

2. Ask for Alternative Solutions: If there’s no response, ask Shopify if there’s an alternative way to resolve the domain connection issue. For example, is there a possibility of disconnecting the domain from the frozen store manually?
3. Contact GoDaddy: Since the domain was purchased through GoDaddy, contact GoDaddy’s support team to check if there’s anything they can do on their end. They may be able to assist in resolving the domain’s connection to Shopify.
4. Consider a Domain Transfer: If Shopify is unable to resolve the issue, consider transferring the domain to a new account or to a different domain provider to avoid any lingering issues with the previous store.
5. Be Persistent: Continue to follow up regularly with Shopify, noting the urgency and the fact that you’ve been waiting for a response for several weeks.

Hopefully, this prompts a quicker response or solution from Shopify!

If I was able to help you, please don't forget to Like and mark it as the Solution!
If you’re looking for expert help with customization or coding, I’d be delighted to support you. Please don’t hesitate to reach out via the email in my signature below—I’m here to help bring your vision to life!

Best Regard,
Rajat 

[Damonizy]

Thank you for your reply! I tried contacting shopify several times. It is very frustrating to deal with Shopify support, Every day I talk with a new support guy and they promise that they escalated the case and the specialized team will contact me soon, still no response from that team. I also contacted godaddy customer support and they said old DNS settings is removed from the domain and this problem should solved by shopify.

[rajweb]

It’s understandably frustrating when you're not getting the resolution you need despite multiple attempts. Since Shopify support hasn’t been helpful so far, here are some additional options:

1. Ask for a Supervisor or Manager: When you contact Shopify again, request to speak with a supervisor or manager. They may have more authority to escalate your case or find a resolution

2. Use Social Media: Sometimes, reaching out to Shopify via social media channels (Twitter or Facebook) can result in faster responses. Be polite but explain the situation, and mention your ongoing frustration.
3. Request a Refund or Compensation: If the issue is severely impacting your business, consider asking Shopify for a partial refund or compensation, especially if the delay is affecting your ability to use the store.
4. Check Your Shopify Plan: Verify that your Shopify plan covers domain issues or troubleshooting to ensure the specialized team should be involved.

It sounds like you’ve done everything correctly from your end, so pushing harder for a resolution through these channels might bring more attention to your case.

[Damonizy]

I'll try to do that. thank you!

[Damonizy]

Hello, I've tried to ask foe a manager or supervisor but shopify live assistant said they can't directly contact a supervisor or a manager. I also tried to reach shopify facebook and instagram pages but they ignore the messages.