I did all that for 6montjs then they closed the ticket
So I just cancelled my Shopify account. bleepty customer service
Topic summary
Users are experiencing a “Frozen Error” 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 “specialist” department to whitelist/unlock the domain after investigation.
Resolution Process:
- Contact authenticated support and request ticket escalation
- Provide domain ownership verification
- Wait for specialist team (only department with unlock permissions)
- Continue following up with same support representative
Timeline Experiences:
- Fastest resolution: ~1 week
- Typical cases: 1+ months
- Worst cases: 6+ months with no resolution, leading to account cancellation
Workarounds:
- Purchase temporary alternative domain while waiting
- Use myshopify.com subdomain and redirect frozen domain
Ongoing Frustrations:
- No direct communication with specialist team
- Regular support can only add notes, not resolve issue
- Multiple users report being told tickets are “escalated” with no follow-up
- Some tickets closed without resolution after months
- Shopify continues billing during unresolved cases
The discussion remains open with recent users (2+ months waiting) seeking solutions and expressing frustration with support responsiveness.