Domain locked in a frozen store - 100% Shopify mess up !!

Shopify Discussion

Topic summary

A merchant’s newly created Shopify store was banned on April 4th for alleged “bad business practices” despite having no products, bank account, or actual business activity—just a purchased domain and customization work. The ban appears to have been triggered by an automated system flag.

Core Issue:

  • The merchant’s original domain is now locked inside the frozen store
  • After 45 days, multiple appeals, and 6 escalations, there has been no substantive response from Shopify
  • Support agents immediately close conversations and refer to various “special teams” that never follow up

Current Status:

  • The merchant created a new store with a .net domain to continue business
  • Primary request now is simply to release the original domain from the banned store
  • No explanation provided for why the domain remains locked or what triggered the initial ban

Support Experience:

  • Each new support interaction requires re-explaining the entire situation
  • Escalation ticket numbers appear non-functional
  • No confirmation or updates from escalation departments

The issue remains unresolved with no clear path forward.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Extremely extremely frustrated with Shopify Support.

I am a ping pong ball for Shopify Not a customer who they care for.

here are sequence of what happened

1 )created a new store two months ago on April 1st

  1. purchased a domain and had a developed customize it on April 2nd

  2. set DNS for store on 3rd April and went to sleep

  3. 4th April store is banned for bad bushiness practices

  4. There are no products, no bank account nothing, just some idiotic system flag triggered a ban

  5. mistakes happen, I submitted an appeal - no response other than acknowledgement of appeal

  6. Apparently Support Agents cant do anything as it needs attention of “Special team " “internal team” " escalation team” to look into the issue

:smiling_face_with_sunglasses: all that is BS, nobody looks into anything - the moment a support advisor cant do anything they say they are escalating and wait for an email and then nothing happens, crickets.

  1. I have dozens of contact chat with support agent, all immediately close the conversation so i cant even reply in support inbox

:smiling_face_with_sunglasses: they have a escalated ticket number, which does nothing , no response from non-existant escaation team

  1. its been 45 days, dozens of chat and 6 escalations

  2. I got frustrated and created a new store as my developer couldnt wait so he built me a new store

  3. now i also got a .net domain and attached to new store , hoping that shopify will wakeup and release my original domain from forzen store

  4. now all i am asking begging, requesting is to release my original domain from the frozen %$#%$##$ store’

  5. its as if i was selling drugs or doing human trafficking - they dont reply - nor tell me why the domain is locked

14 ) i am truly flabbergasted as to how shopify is running its platform with this kind of bleepty support ?

  1. is there anyone her ewho can help or let me know how to make a human who can look at this

  2. biggest pain is apart from losing money i have to explain this whole saga of pain from scratch to every support agent everytime when i chat , and they think its a simple login issue or something like that which they know how to fix, once they understand the issue they escalate and then nothing happens.

Extremely frustrated with Shopify

2

the escalations department is a piece of garbage they dont even confirm an escalation. filed two more. still no response