Domain Connection

Store Feedback

Topic summary

A merchant is unable to connect their custom domain due to their store being flagged as frozen, despite purchasing a Shopify plan and domain through GoDaddy. Multiple support interactions have yielded no clear resolution or timeline, with responsibility being passed between team members.

Key frustrations:

  • No actionable timeline provided despite repeated requests
  • Business operations remain in limbo after financial investment
  • Lack of accountability and clear communication from support

Suggested escalation steps include:

  • Requesting escalation to higher-level support or management team
  • Documenting complete timeline with ticket numbers for future contacts
  • Using social media channels (@ShopifySupport) for visibility
  • Filing formal complaints through official channels
  • Verifying subscription/payment status and GoDaddy DNS configuration
  • Considering refund options if delays continue

The issue remains unresolved with the merchant seeking community advice on how to move forward.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

I’ve been experiencing ongoing issues trying to connect my domain. I received a message saying my domain couldn’t be connected because my store is frozen. Despite numerous attempts and conversations with Shopify support, what should be a simple question has turned into a complicated, drawn-out process.

No one has been able to provide clear answers, and the responsibility keeps getting passed between team members. To make matters worse, I’ve been repeatedly told to “be patient” but have been given no timeframe for when this issue will be addressed.

I’m even more frustrated because I’ve done everything Shopify has asked. I purchased a plan to properly set my store back up, I purchased my domain through GoDaddy, and I’ve invested money to move my business forward. Yet, I’m still stuck in limbo without any resolution or even a simple timeframe, leaving my business in an unknown situation.

This lack of communication and accountability is unacceptable. Shopify, you need to do better. Clear timelines and actionable solutions should not be too much to ask for.

If anyone has advice on escalating this, please share.

2

Hi @primpbyparker

I can totally feel your frustration with this situation. When you’re putting time, money, and effort into your business, the last thing you need is to be stuck in limbo with no clear answers. Let me break down what you can do to escalate this and (hopefully) get a resolution faster.

  1. Contact Shopify Support Escalation Team: Ask to escalate your issue directly to Shopify’s Escalation Team or a higher-level manager. Be firm but polite, and let them know how this delay is affecting your business.
  2. Provide All Details Clearly: When contacting support again, give them a complete, detailed timeline of what’s happened so far—what you’ve done, the steps Shopify has requested, and how you’ve complied with them. Include ticket numbers if possible.
  3. Try the Shopify Community Forums: Sometimes other merchants or Shopify staff monitoring the forums can offer advice or push your case forward. Post your issue there, being as specific as possible.
  4. Use Social Media: Shopify’s support team is often responsive on platforms like Twitter (e.g., @ShopifySupport). Public posts can sometimes get a quicker response since companies want to maintain their image.
  5. File a Formal Complaint: Shopify has a formal complaint process. Submit your issue via their complaint form. Make it clear that you’re expecting immediate action.
  6. Check Your Plan and Account Status: Double-check that your account is fully active and that there are no outstanding issues with your subscription or payment. A frozen account is often linked to subscription payment problems, even if you believe you’ve already resolved them.
  7. Reach Out to GoDaddy: Since your domain is through GoDaddy, confirm with them that everything on their end is set up correctly. It’s rare, but sometimes a misconfigured domain or DNS settings can complicate Shopify’s connection process.
  8. Explore Refund Options: If Shopify is unable to resolve this quickly, you might want to inquire about a refund for the downtime or explore alternative platforms if this drags on. Your business deserves better support, and sometimes moving forward means looking elsewhere.

From my perspective, persistence and visibility are key here. Be firm in demanding clear timelines and resolutions, but stay professional. Shopify is a great platform overall, but issues like this are undeniably frustrating, and it’s fair to expect better communication.

If you need help drafting messages to support or troubleshooting any of these steps, I’d be happy to help you further.

Best regards,
Daisy