Frozen Error

[herberg]

HI

I had to close my store Oct 2023, and disconneted the domain.
Im now trying to reopen my store and am getting a Frozen Error mesage when trying to connect domain
I did not have ANy outstanding balances when  I closed my store

After reading these forums, maybe it needs to be reapplied

I have gone thru and changed bot the a record and txt record

MAy i have someone from tech support get in touch with me

[SealSubs-Roan]

Hi @herberg !

You might want to reach out to your Domain provider so they can double check if the domain is still available under your account or name because, there are a lot of instances where your account has been deactivated for a while and the domain got expire and is available to the public for repurchase. They will be able to check the status of your domain and will help you to reconnect it back.

[herberg]

It's still mine
It was set expire till Aug
I renewed it before I opened the store

Thank you for your reply

[Shay · Accepted solution]

Hi @herberg 

In this case you will want to connect with our authenticated chat support team to report this error. Most likely the domain was connected to another store on the Shopify platform while your store was deactivated. Our team will ask for some verification of ownership for the domain and then can assist in moving it back to your current store. To access our authenticated support, please follow this link: Shopify Help Center. Open the AI chat and type "Contact support" to get started. 

[herberg]

I have sent proof already that I own this domain

[herberg]

I have reached out 4 different times and each time I'm told that they will escalate this and someone nwilk be in touch with me. It's been over a week  now and still no one has reached out nor has this been fixed. All I'm told is it's been escalated. How long does an escalation typically take?   Week seems way too long 

[Erin]

Hi, @herberg. If your ticket has been escalated it's good news as that means it's in the right spot! We don't have a timeline to share for when this will be resolved, but I can assure you the team working on this is working as quickly as they can and you will hear back as soon as this is resolved or they have more information to share.

[olyie]

Has this been resolved? I am getting the run around with support too.

[guardianowhit]

Olyie did you ever get the situation resolved? Shopify support is truly terrible. They kept gaslighting me saying the system needed 2 days to propagate, even though there is a big red sign saying verification failed due to the store being frozen. My ticket has been escalated, which means zilch because the 'specialist' department has not even reached out to me after several days

[herberg]

Nope. Been going on for over 6 months finally cancelled my Shopify account.

Terrible customer service

[guardianowhit]

OMG that is shocking!!! How on earth are they bungling such a simple problem? Yep customer support has been absolutely terrible for me so far. All they do is copy and paste from help docs

[guardianowhit]

I'm in the same situation as Shay. It can literally takes seconds for Shopify to resolve this and yet they have taken several days with no end in sight. My tickets have been escalated and ...... crickets. For days. No 'specialist' has reached out to me. Of course Shopify is happy to keep billing the people they are messing around with

[herberg]

My issues has been going on for over 6 months.
No “specialist “ ever reached out.

I finally cancelled my Shopify account.

[helloalice]

Has anyone here gotten a fix for this situation? I am having the same problem and wondering if they ever get this fixed? If I cancel now, wondering if they will refund me, I paid the year in full. 😞 

[guardianowhit]

Yes I finally got it resolved today. I received the email below. In total it took just over a week from the first time I contacted Shopify support to getting my domain whitelisted. If you haven't already done so, make sure your ticket is escalated so that the 'specialist' department can fix it. Regular Shopify support will not help you

[herberg]

Mine was “escalated” (so I was told) numerous times.

And here we are 6 months later and still not resolved

[guardianowhit]

that's such a shame. Mine is definitely the fastest resolution I have come across; there was a guy on Reddit who managed to get it fixed in a fortnight, but usually it is 1+ months. What do the support staff say when you ask them for updates? They might not be able to help you directly but I think they can attach notes to your case

[olyie]

Can you tell me the case number that I can have them reference when I contact them again???

[guardianowhit]

This is what the support staff told me:

"A specialist is working on your escalated tickets, but I don't know how many reviews need to be done until the domain is unlocked. A review is an act of investigation to find where the domain is attached and the procedures to unlock it. The escalated team is the only department that has permissions to remove the domain with a previous investigation concluded."

You need to get it escalated, and then keep messaging that same support staff member for updates rather than opening a new ticket.

[herberg]

I did all that for 6montjs then they closed the ticket

So I just cancelled my Shopify account. **bleep**ty customer service

[guardianowhit]

I'm so sorry to hear that Herberg. I think customers should be allowed to communicate directly with Shopify's specialist department. They are currently operating like men in black. No one knows what they are up to. Even shopify support aren't able to chat with them, they can only attach little notes to the case file. I actually used this thread when talking to support so they could understand the severity of the situation.

[helloalice]

Wow that's pretty quick! Mine has been over a week, going on two almost. I just checked and it does show as escalated. I messaged the same rep about an update but nothing yet. 

For anyone else having the same problem where you deactivated your store but then opened it back up later, then tried to connect your domain again, and received the store is frozen error message... there is a workaround if you are unable to wait for Shopify to fix it. It's not ideal but at least you can continue with your business in the meantime. I had to purchase a different domain name, add the DNS records, then it verified and was added without any issue. This will enable me to provide my clients with the new domain name instead of xxx.myshopify.com which doesn't look as professional. Then whenever Shopify is able to fix the frozen issue with the original domain name, you can get it verified and switch over to that as the primary domain (I believe). Shopify, feel free to confirm if this is true.

[guardianowhit]

I hope you get it fixed soon 🙏🙏 Yes my case is the quickest turnaround I have heard of. Prior to that it was a redditor who managed to sort it out in a fortnight.

I chose to use the myshopify.com domain until it was resolved. I made the first part of the url (the xx before .myshopify) the same as my domain name and redirected current frozen domain to the temporary myshopify one until the issue resolved.

Another reason is that if you want to use that domain on another platform, Shopify might prevent the renewal of the security certificate for up to 3 months, and I didn't want to bother with that headache.

https://help.shopify.com/en/manual/your-account/pause-deactivate-store#considerations-for-pausing

[guardianowhit]

Why has this been marked as the solution when the poor person was messed around for 6 months and eventually had to give up and cancel their account ....... after half a year of trying to get this sorted!