It has been over 5 weeks with NO response from Shopify on why my domain is not synching. I purchased a domain from Go Daddy and have been trying to connect my purchased domain to my store for weeks. Shopify support has been NO help! They keep telling me that this issue is escalated and someone from the tech team will get back to me. Do they even exist? I have not received a single response back on over 10 open escalated tickets on this matter. One rep finally told me that my domain was connected to a shopify account that is no longer in use, and someone has to remove it from that account. Makes no sense how this happened. Why does it take this long to get help with this?? We pay every month with no issues, but the moment we have an issue everyone at Shopify goes Ghost! I really need to launch my store and want to do it with a professional domain that I purchased but have not been able to connect because I get the “your store is frozen” error, even though all of the agents explained that my store is NOT frozen. This is ridiculous! I really need some help!!
Topic summary
A user has been unable to connect their GoDaddy-purchased domain to their Shopify store for over 5 weeks despite multiple escalated support tickets.
Core Issue:
- The domain is already linked to an inactive/defunct Shopify account
- Only Shopify’s technical team can remove the domain from the old account
- User receives a “store is frozen” error, though support confirms the store isn’t actually frozen
Support Response:
- Over 10 escalated tickets submitted with zero responses from the technical team
- Support repeatedly promises escalation but provides no updates or timeline
- DNS/CNAME settings have been verified as correct by both GoDaddy and Shopify
Current Status:
- Issue remains unresolved after 5+ weeks
- Store launch is delayed due to inability to use the professional domain
- User expresses frustration with lack of communication despite paying monthly fees
Thank you for the offer! The CNAME and DNS inputs are not the issue. I have the DNS management/settings down to a science. Everything is correct on that front, confirmed by both Go Daddy and Shopify - the issue is per Shopify, the purchased domain I am trying to connect is already connected to a previous Shopify store that is currently not live/active. So, someone from the Shopify Tech team needs to go in and remove the domain from that inactive store. I am not sure why it is taking the team over 5 weeks to do this, with no response or updates. I appreciate your help!!! and suggestions, thank you!