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 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:
- 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 āescalatedā 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.
Iām so sorry to hear that Herberg. I think customers should be allowed to communicate directly with Shopifyās specialist department. They are currently operating like men in black. No one knows what they are up to. Even shopify support arenāt able to chat with them, they can only attach little notes to the case file. I actually used this thread when talking to support so they could understand the severity of the situation.
Wow thatās pretty quick! Mine has been over a week, going on two almost. I just checked and it does show as escalated. I messaged the same rep about an update but nothing yet.
For anyone else having the same problem where you deactivated your store but then opened it back up later, then tried to connect your domain again, and received the store is frozen error messageā¦ there is a workaround if you are unable to wait for Shopify to fix it. Itās not ideal but at least you can continue with your business in the meantime. I had to purchase a different domain name, add the DNS records, then it verified and was added without any issue. This will enable me to provide my clients with the new domain name instead of xxx.myshopify.com which doesnāt look as professional. Then whenever Shopify is able to fix the frozen issue with the original domain name, you can get it verified and switch over to that as the primary domain (I believe). Shopify, feel free to confirm if this is true.
I hope you get it fixed soon 
Yes my case is the quickest turnaround I have heard of. Prior to that it was a redditor who managed to sort it out in a fortnight.
I chose to use the myshopify.com domain until it was resolved. I made the first part of the url (the xx before .myshopify) the same as my domain name and redirected current frozen domain to the temporary myshopify one until the issue resolved.
Another reason is that if you want to use that domain on another platform, Shopify might prevent the renewal of the security certificate for up to 3 months, and I didnāt want to bother with that headache.
https://help.shopify.com/en/manual/your-account/pause-deactivate-store#considerations-for-pausing
Iāve been trying to get support via the help centre for 2 days!! Do you have anything more helpful for businesses who are ignored by Shopify?
I have the same issue and mine is now 2 months with no solution. Numerous emails and online support changes with myself and my developer have proved the existence of black holes. Information and pleas go in, and absolutely nothing comes out. Iām moving to social media to āevangelizeā the situation.
I have a similar problem with a frozen store and an apparently connected domain, and they just havenāt bothered fixing it. Iām resorting to social media to evangelize my woes. 2 Months with no solution in sight. Proof of the existence of black holes here on earth.