Transfer Domain From Shopify Frozen Account.

Marina_17
Visitor
1 0 0

Hi there, I would like to transfer my domain; www.mylittlebairn.com from my Shopify frozen account. Is it possible for me to get the domain back?  

Replies 6 (6)

Summer
Shopify Staff
1279 316 217

Hey, @Marina_17! Welcome to Shopify Community!

 

You can certainly transfer your domain away from your Shopify store to another store or domain provider. If you have outstanding invoices in your account, you will need to settle those invoices and reactivate your store to be able to access the admin and transfer your domain. If you don't plan to continue with your store, you can then deactivate it after transferring the domain. We don't provide refunds as per our Terms of Service, however, we can look into possibly giving an exemption if you only activate the store to transfer the domain. If you don't have any outstanding invoices in your account, we can look into giving you temporary access to the store so you can transfer your domain.

 

If you would like to request a refund or request temporary access, you can visit our Help Center to create a support request.

Summer | Social Care @ Shopify 
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yourdayo
Shopify Partner
2 0 0

Hi @Summer - my store just got frozen 2 days ago, however my account is up to date with payments on all fronts. Can you look into unfreezing it? If it's not possible to unfreeze it for some reason, is it possible for us to use the same domain for a new shopify store? 

Summer
Shopify Staff
1279 316 217

Hey, @Yourdayo! Welcome to Shopify Community!

 

I would love to look into your billing if I could, however, we don't have the necessary capabilities for supporting account-specific concerns. Usually a store is frozen when there's an unpaid invoice. 

 

Have you tried logging into your admin? What do you see when you attempt to do so? Are you not prompted to select a plan or pay for an invoice? Please feel free to share any information and a screenshot of the page you see when you log in so we can resolve the issue regarding admin access. I'll help you with this first before we move forward and discuss how you can use your domain for a new Shopify store. When you respond to this post, please let me know whether you have a Shopify domain or a third-party domain as well.

 

Looking forward to hearing from you!

Summer | Social Care @ Shopify 
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yourdayo
Shopify Partner
2 0 0

Hi @Summer - I can confirm I don't have any unpaid invoices, I pre-paid for an annual subscription which was actually refunded to me when I got the email from Shopify below. I am completely frozen out of my account and when I log-in to my admin the store is gone. We've spent the better part of this year getting this store ready for launch (it is still pre-launch) and I have to hope that there is something that can be done. Our domain was purchased from GoDaddy and linked to Shopify. 

Screenshot 2023-11-26 at 10.27.44 PM.png

Summer
Shopify Staff
1279 316 217

Thank you for providing additional context, @Yourdayo. As you are currently in contact with our Trust & Safety Team, I am unable to offer any further comments regarding the concern about the account. Please note that the information provided in the email is final, and unfortunately, we are unable to provide any further assistance in this matter.

 

Going back to the domain, you may create a support ticket by following the instructions below and our support team will advise how to proceed with it.

 

  1. Visit our Help Center.
  2. Chat with the AI assistant and enter "account concern."
  3. Click Chat with a Support Advisor as shown on this screenshot.

 

Summer | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

AmanAgarwal
Visitor
2 0 0

Hi Summer,

My shopify store is frozen and I am not able to access it, when trying to access it shows this message "Your account a****@nar**********are.com doesn't have permission to view this page. Try using a different account or going back to the Stores List page."