Disconnect domain from frozen store request has taken over 3 months and still no assistance.

Shopify Discussion

Topic summary

A business owner reports being unable to connect their GoDaddy-purchased domain (flenjure.com) to their Shopify store for over 3 months. The domain appears to be linked to a frozen Shopify store with the same name.

Key Issues:

  • Multiple support requests filed (8+ tickets including #55172899, #53722576, #53458166, #53500816)
  • Consistently escalated to “business operations” team with no resolution
  • Business paid for annual Shopify plan but cannot operate without domain access
  • Support experiences described as dismissive, with lengthy troubleshooting sessions leading nowhere

Community Response:

  • One user notes this illustrates why purchasing domains directly from Shopify is discouraged
  • Another suggests the solution may be simpler: changing DNS settings directly at GoDaddy to point to the host, bypassing Shopify’s involvement entirely

Status: Unresolved after 3+ months, with the business seeking urgent community assistance.

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

Hello all, we are seeking urgent assistance! For over 3 months, our business has requested that our domain flenjure.com be disconnected from a frozen shopify store with the same name presumably. As our business are the legitimate owners of this domain, we’ve made the request for assistance/disconnection of the domain over eight (8) times (support ticket numbers 55172899, 53722576, 53458166, 53500816, amongst many others) to various support team advisors over the 3 month period. Occasionally, some advisors pretend they’d like to assist us while others simply rude and dismissive of this simple request. We have paid for the one year plan with Shopify and have been unable to resume operations because we have no domain. Ultimately, are requests are met with the company line, “we’ve escalated your request to our ‘business operations’ team to assist you.” This is usually after they’ve wasted about 30 mins - an hour of our time pretending to troubleshoot/assist us. We’re deeply frustrated and have had 3 months bordering 4 wasted on this issue and complaint. We’d simply like our domain (flenjure.com) free and able to connect to our store. If ANYONE can assist us we’d be grateful. It’s been a nightmare.

2

this is why it is advised not to purchase a domain name from shopify.

3

The domain was purchased through Go Daddy not Shopify.

4

you change the DNS settings at Go Daddy to point to the host. you do not need to get into Shopify to move it