Users are experiencing a āFrozen Errorā when attempting to reconnect domains to previously deactivated Shopify stores. The issue occurs even when domains are verified as owned and active.
Root Cause:
Shopify staff indicate domains may have been connected to other stores during deactivation. Resolution requires the āspecialistā department to whitelist/unlock the domain after investigation.
Resolution Process:
Timeline Experiences:
Workarounds:
Ongoing Frustrations:
The discussion remains open with recent users (2+ months waiting) seeking solutions and expressing frustration with support responsiveness.
HI
I had to close my store Oct 2023, and disconneted the domain.
Im now trying to reopen my store and am getting a Frozen Error mesage when trying to connect domain
I did not have ANy outstanding balances when I closed my store
After reading these forums, maybe it needs to be reapplied
I have gone thru and changed bot the a record and txt record
MAy i have someone from tech support get in touch with me
Hi @herberg !
You might want to reach out to your Domain provider so they can double check if the domain is still available under your account or name because, there are a lot of instances where your account has been deactivated for a while and the domain got expire and is available to the public for repurchase. They will be able to check the status of your domain and will help you to reconnect it back.
Itās still mine
It was set expire till Aug
I renewed it before I opened the store
Thank you for your reply
Hi @herberg
In this case you will want to connect with our authenticated chat support team to report this error. Most likely the domain was connected to another store on the Shopify platform while your store was deactivated. Our team will ask for some verification of ownership for the domain and then can assist in moving it back to your current store. To access our authenticated support, please follow this link: Shopify Help Center. Open the AI chat and type āContact supportā to get started.
I have sent proof already that I own this domain
I have reached out 4 different times and each time Iām told that they will escalate this and someone nwilk be in touch with me. Itās been over a week now and still no one has reached out nor has this been fixed. All Iām told is itās been escalated. How long does an escalation typically take? Week seems way too long
Hi, @herberg . If your ticket has been escalated itās good news as that means itās in the right spot! We donāt have a timeline to share for when this will be resolved, but I can assure you the team working on this is working as quickly as they can and you will hear back as soon as this is resolved or they have more information to share.
Has this been resolved? I am getting the run around with support too.
Iām in the same situation as Shay. It can literally takes seconds for Shopify to resolve this and yet they have taken several days with no end in sight. My tickets have been escalated and ā¦ crickets. For days. No āspecialistā has reached out to me. Of course Shopify is happy to keep billing the people they are messing around with
Olyie did you ever get the situation resolved? Shopify support is truly terrible. They kept gaslighting me saying the system needed 2 days to propagate, even though there is a big red sign saying verification failed due to the store being frozen. My ticket has been escalated, which means zilch because the āspecialistā department has not even reached out to me after several days
My issues has been going on for over 6 months.
No āspecialist ā ever reached out.
I finally cancelled my Shopify account.
Nope. Been going on for over 6 months finally cancelled my Shopify account.
Terrible customer service
OMG that is shocking!!! How on earth are they bungling such a simple problem? Yep customer support has been absolutely terrible for me so far. All they do is copy and paste from help docs
Why has this been marked as the solution when the poor person was messed around for 6 months and eventually had to give up and cancel their account ā¦ after half a year of trying to get this sorted!
Has anyone here gotten a fix for this situation? I am having the same problem and wondering if they ever get this fixed? If I cancel now, wondering if they will refund me, I paid the year in full. 
Yes I finally got it resolved today. I received the email below. In total it took just over a week from the first time I contacted Shopify support to getting my domain whitelisted. If you havenāt already done so, make sure your ticket is escalated so that the āspecialistā department can fix it. Regular Shopify support will not help you
Mine was āescalatedā (so I was told) numerous times.
And here we are 6 months later and still not resolved
Can you tell me the case number that I can have them reference when I contact them again???
This is what the support staff told me:
āA specialist is working on your escalated tickets, but I donāt know how many reviews need to be done until the domain is unlocked. A review is an act of investigation to find where the domain is attached and the procedures to unlock it. The escalated team is the only department that has permissions to remove the domain with a previous investigation concluded.ā
You need to get it escalated, and then keep messaging that same support staff member for updates rather than opening a new ticket.
thatās such a shame. Mine is definitely the fastest resolution I have come across; there was a guy on Reddit who managed to get it fixed in a fortnight, but usually it is 1+ months. What do the support staff say when you ask them for updates? They might not be able to help you directly but I think they can attach notes to your case
