Cannot Connect Domain Due To Being Connected To An Old Frozen Store

Shopify Discussion

Topic summary

A user encountered an error when trying to connect their domain to a new Shopify store because it remained linked to an old store that had been frozen and automatically deleted due to inactivity during the COVID-19 pandemic.

The Problem:

  • The domain showed as “connected to a frozen store” despite matching DNS records at the domain provider (GoDaddy)
  • The original store was no longer accessible or visible in the old Shopify account
  • Domain provider confirmed all DNS records from the previous store were removed

The Solution:

  • Contacted Shopify support via chat and provided proof of domain ownership (receipts from domain provider)
  • Support agent worked with domain specialists to manually release the domain from the frozen store
  • Total resolution time: approximately 1 hour
  • Domain was successfully verified and connected to the new store

Status: Resolved. Another user reported experiencing the same issue with significantly longer support wait times and unresolved escalated tickets.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

My old store was closed during 2020 due to hardships faced because of Covid. The store is no longer accessible due to not being accessed within 3 years.

I still own the domain that was connected to my first store. I created a new Shopify account and am attempting to connect the domain that I used for my first store years ago. I am receiving an error that the domain is connected to a frozen store.

I have logged into my original Shopify account that was associated with the frozen store, but again due to the age of the store, there are no stores associated. How can I get my domain connected on my new store?

![Screen Shot 2025-02-18 at 1.27.25 PM.jpg|728x670](upload://z64hFnAQ2kzjkqAPXbhZ08KLBAv.jpeg) ![Screen Shot 2025-02-18 at 1.31.56 PM.png|724x109](upload://dFzRvRwNypyMfYYDhoEHlz4d2EH.png)

As you can see in the attached photos, all DNS records match Godaddy’s records, but once I hit ‘verify’ I get the error that the domain is connected to a frozen store. The frozen store was deleted due to inactivity, and there are no DNS records connecting to that previous store.

2

I am chatting with them now - I think it’s a unique situation because my previous store was deleted due to inactivity. When I first emailed them they couldn’t find my original, old, store. I went to chat since the email response time wasn’t great.

3

There is nothing my domain provider can do, it’s all on Shopify’s side. All DNS records for the previous store were removed. Shopify is the one finding a connection to the previous store and preventing the new connection.

4

Update:

I chatted with a support agent - he asked to transfer the chat to email because he was working with the domain specialists and the communication would be slow - I politely let him know I was fine with slow communication. About 30 minutes later I was able to provide receipts from my domain provider to prove I was the owner and he was able to get the domain released from the original store. About 30 minutes later I was able to have the domain verified and it is now functioning on my new store.

1 Like
5

I have spent over 10 hours on chat with both GoDaddy and Shopify. With primarily the same problem you had. Can you give me the Directions you took to solve your problem with frozen store? I have also had four escalated tickets to the Technical Department at Shopify and nobody has responded saying “we’re really backed up”

11.jpg
11.jpg743×383 38.9 KB