Domain name can not conect and shows the store frozen

Shopify Discussion

Topic summary

A merchant is unable to connect their domain to their Shopify store due to a “store frozen” error. Support indicated the domain may be linked to another inaccessible store or URL, possibly related to a temporary domain deleted last year.

Timeline & Escalation:

  • Initial support contact resulted in ticket escalation
  • After 4 days: no response
  • After 11 days: still no resolution
  • Support allegedly told the merchant that replying to the ticket caused them to “lose their queue position”

Current Status:

  • Ticket number provided: 48944118
  • Project remains completely paused
  • Multiple users report experiencing identical issues with frozen stores and domain connection failures after reactivation

Community Suggestions:

  • One user suggested checking if domain was entered as “www.example.com” instead of “example.com”
  • Shopify Community team confirmed they cannot expedite escalated tickets but recommended contacting live chat for status updates

Unresolved: The issue remains open with no solution after several weeks for multiple affected merchants.

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

I tried to connect my domain to the store but it shows my store is frozen, after talking with support, they told me it is connect to another url or store that I dont have access on it. My current store doest not have any outstanding balance so far, and then I do remmeber delete one temporary domain which I deleted it last year when I open this store. Support escalated my ticket but have been 4 days, not result, can somebody help here?

Thank you

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2

Hi there, @DTS2024 .

Welcome to the Shopify Community, and thank you for sharing your questions.

I understand you’re having issues with connecting your domain to your store. You mentioned you have contacted our authenticated Support and your ticket has been transferred to our escalated team. Could you confirm if you’ve replied to your support ticket?

3

I don’t receive any update and message back . It has been 4 days

4

I understand and thank you for confirming that. Our community team is not able to expedite this process but it sounds like your ticket is where it needs to be and you will be receiving a follow up reply soon. You can connect with our live chat support team in our Help Center at any time to get an update on the status of your ticket as well.

5

Thanks for replying, the whole project is pause due to this issue. Feel so
frustrated

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6

It has bee nanother 7 days, and still no resolution, no response, NOTHING

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7

it is very funny that the support team told me I lost the queue because of repying the ticket, so she ask me to keep quiet. 。。。

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8
  1. PLEASE HELP !!!
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9

I’m dealing with the exact same issue. My store enrosed was also frozen, and after reactivating, I’ve been unable to connect my external domain. Like you, support keeps saying it’s escalated, but nothing has been resolved, and it’s been several days. We’re paying for a subscription yet can’t publish our stores because of this internal problem. Shopify needs to address this urgently and provide compensation for the downtime and inconvenience caused. This is unacceptable. Will right everywhere reviews… Even no answer on my email either.

10

The problem could possibly be that you entered the domain as “www.example.com” instead of “example.com”

11

Have you solved it yet? I have the same problem for almost a month now.