Domain transferred to Shopify but email down for 5+ days – registrar / OpenSRS escalation needed

Technical Q&A

Topic summary

Business email outage after transferring tfrenovations.ca to Shopify; website loads, but email is undelivered for 5+ days.

Transfer details: moved from Wix; Shopify charged the transfer and extended the domain to April 2027. Registrar is Tucows/OpenSRS; email is on Google Workspace and was previously working.

Validated settings: A record and CNAME are correct; Google Workspace MX records are present; Shopify Admin shows use of Shopify’s default nameservers. MX (Mail Exchanger) records direct mail delivery, and nameservers control DNS at the registry.

Troubleshooting already done:

  • Re-added Google Workspace MX records
  • Deactivated/reactivated email hosting as advised
  • Waited beyond normal DNS propagation
  • Followed Google Workspace guidance

Assessment: Likely a registry-level nameserver delegation or email service sync issue post-transfer, not a DNS record misconfiguration.

Requested action: Shopify staff to escalate to the Domains/Registrar (OpenSRS) team to verify and re-push nameserver delegation and email service mapping at the registry level.

Status: Unresolved; seeking registrar-side intervention due to ongoing business impact.

Summarized with AI on January 5. AI used: gpt-5.
1

Hello Shopify Community Team,

I’m experiencing a business-critical issue following a domain transfer to Shopify and I’m unable to get it resolved through chat support.

Details:

  • Domain: tfrenovations.ca

  • Transferred from Wix to Shopify more than 5 days ago

  • Shopify charged the transfer fee and extended the domain to April 2027

  • Registrar: Tucows / OpenSRS

  • Email provider: Google Workspace (existing, previously working)

Issue:
Since the domain transfer, all business email has stopped working. Multiple chat agents have confirmed:

  • A record and CNAME are correct (website loads fine)

  • MX records for Google Workspace are correct

  • Shopify Admin shows “Use Shopify’s default nameservers”

However, email is still not being delivered. Based on extensive troubleshooting, this appears to be a registry-level nameserver delegation / email service sync issue after transfer, not a DNS configuration issue.

I’ve already:

  • Re-added Google Workspace MX records

  • Deactivated and reactivated email hosting once (as advised)

  • Waited beyond normal propagation windows

  • Followed Google Workspace guidance

Chat agents keep looping on DNS basics or asking to wait again, and one agent ended the chat without resolution. This has caused several days of email downtime, impacting active business operations.

Request:
I’m requesting help from a Shopify staff moderator to:

  • Escalate this to the Domains / Registrar (OpenSRS) team

  • Verify and, if needed, re-push nameserver delegation and email service mapping at the registry level

This issue requires registrar-side intervention, not further DNS record changes.

Any assistance or escalation from the Shopify team would be greatly appreciated.

Thank you.

2

Hi @tfrenovations :waving_hand:
File a ticket on the actual help site and wait.
https://help.shopify.com
These are peer-to-peer forums not private personal support the likely hood of staff jumping in here is low.
There’s ~6 million merchants imagine if everyone flooded through here.

When resolved I’d advise against having one platform holding both your product information AND your domain properties. if by “transfer” you literally mean management transfer and not simply repointing IPs to connect to shopify.
Literally putting all the eggs in one basket.
If anything ANYTHING goes wrong with your account you’ll lose access to everything.
Do the research.