Domain lock - Shopify is refusing to provide a reason

Shopify Discussion

Topic summary

A user’s Shopify store was closed, and their domain has been locked without explanation. They requested a domain transfer on February 27th but have received no substantive response as of March 6th.

Current Status:

  • Shopify support repeatedly uses scripted responses stating the Business Operations team will handle the request
  • No email communication or reason provided for the domain lock
  • ICANN complaint filed but no resolution yet

User’s Concerns:

  • Believes Shopify’s actions may violate ICANN’s Transfer Policy
  • Suspects deliberate delay tactics
  • Seeking advice from others who’ve experienced similar issues

Suggested Actions:

  • Verify contact information and check spam folders
  • Follow up with support referencing case number and ICANN policy
  • Leverage the ICANN complaint as escalation pressure
  • Engage Shopify via social media for faster response

The issue remains unresolved and ongoing, with the user effectively stonewalled by Shopify’s lack of transparency.

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

My store was closed and Shopify won’t allow me to transfer my domain, I made a request on the 27th of February, Shopify support is using the same script saying “We have coordinated with our Business Operations team, and they informed us that they will be taking care of this request moving forward.” and that they will contact me via email. Today is the 6th of March and I haven’t received any information regarding my domain transfer request, They have completely stone walled me and are refusing to provide a reason that the domain is not being transferred or why it was locked in the first place. I have filed a complaint with ICANN but I still haven’t heard anything from Shopify, I am no legal expert, but these seem like delay tactics and specifically does not follow ICANN’s Transfer Policy.

Has anyone dealt with this before? any advice?

2

Hi @Damienash I’m really sorry you’re stuck in this loop—it sounds super frustrating. Here’s what I’d suggest:

  • Double-check your email settings: Make sure your contact info is up-to-date and that emails aren’t landing in spam.
  • Follow up with Shopify Support: Since you’ve already been told the Business Operations team will handle it, reference your case number and ask for a concrete update. Explain that this delay doesn’t seem to align with ICANN’s Transfer Policy.
  • Leverage your complaint with ICANN: Sometimes mentioning that you’ve escalated the issue externally can help speed things along.
  • Try reaching out on social media: Shopify tends to be more responsive on Twitter or in this Shopify Community, so it’s great that you already posted your experience here.

I hope this gets resolved quickly for you. Let me know if you need any more advice!

Best,
Tracy from Kudosi Reviews