Multiple merchants are experiencing a “frozen domain” error after reactivating previously closed Shopify stores and attempting to reconnect their custom domains, despite correct DNS configuration.
Core Issue:
Stores show as “frozen” when trying to connect domains after reactivation
DNS records are correctly configured but domains won’t verify
Support tickets are taking 5-10+ business days with minimal communication
Problem prevents stores from going live, causing business disruption and financial losses
Resolution Timeline:
One user reported resolution after approximately one month of daily follow-ups with support
Multiple users report waiting 10+ days without updates or solutions
Support consistently responds that tickets are “with the technical team” but provides no timeline
Workaround Identified:
Purchase and connect a new domain name instead of using the original frozen domain
New domains verify successfully and allow business to continue
Original domain can potentially be switched back as primary once Shopify resolves the freeze
Community Sentiment:
Growing frustration with support response times and lack of communication
Some users suggesting filing BBB complaints or migrating to alternative platforms (BigCommerce, Wix, Squarespace, WooCommerce)
Issue appears widespread, affecting multiple merchants with similar reactivation scenarios
Summarized with AI on October 31.
AI used: claude-sonnet-4-5-20250929.
I am writing to bring to your attention an urgent matter regarding activating my store.
I closed my store back in April this year and recently reactivated it. All DNS values have been updated correctly. However, despite these updates, the store is not going live and is currently shown as frozen. I have been actively seeking a resolution to this issue since July 28th. Despite speaking with multiple customer support officers, the problem remains unresolved. The ticket number is 49505891. It has been over a week, and still, no one has reached out or resolved the issue. This delay seems excessive. The domain is still available under my account and name and is set to expire in 2026.
Thank you for reaching out and sharing that information!
I can assure you that your ticket is with the right team and they will get back to you as soon as possible. Our queue is longer than usual, and our team works on a first come first serve basis with tickets. It can take around 5-10 business days, please continue to wait for a reply from our team.
I’m sorry Emily, I am contemplating filing a formal complaint against Shopify but am uncertain about the appropriate corporate body to address it to. I intend to move forward with this action regardless of the current situation. It has been over 11 days without a resolution, and every time I contact customer service, I am told they are “working on it” and that I need to be patient. I am perplexed as to why my website remains frozen. This is the ticket number 49505891.
Despite the passage of more than 11 days, my website is still inactive, with no updates or communication from Shopify. They are neither reactivating my site nor releasing my domain so I can migrate to another platform. My repeated follow-ups have yielded no responses to my emails.
The deactivation of my store has entirely halted my business operations, preventing me from processing orders or managing inventory, and causing substantial financial losses daily.
I believe I have given Shopify sufficient time to address this issue, but the continued lack of communication is unacceptable for a paid service I rely on. I need to escalate this matter by filing an official complaint but am unsure of the proper channels for doing so.
Has anyone here had experience filing complaints against Shopify? What is the recommended process— is there a specific complaints department, email, or other method I should use? As a long-time customer, I am disappointed by the handling of this situation and need to escalate the issue effectively to minimize further impact on my business. Any advice on the best way to file an official complaint to ensure it gets attention and resolution would be greatly appreciated.
They resolved my issue after a month of daily follow-ups. I sent messages to the support team every day, but they were unable to provide a solution. Their only response was to inform me that my ticket had been assigned to the technical team. Finally, after multiple follow-ups, they were able to resolve the issue.
Thank you for letting me know! After reading so many other people having the same issues and not being resolved for months, I didn’t want to wait around so long.
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 message… there is a workaround if you are unable to wait for Shopify to fix it. It’s 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 doesn’t 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 agree with you they are doing same thing with me. If your complaint isn’t resolved through Shopify, you can file a complaint with the BBB against Shopify. and now a days thousands of shopify merchants are complaining against shopify. they have very very poor service i ever experienced in my life. instead wasting your time and money use any alternative like BigCommerce,Wix, Squarespace, Woocommerce they all are providing best services.
They really don’t care they’re doing same thing with me. If your complaint isn’t resolved through Shopify, you can file a complaint with the BBB against Shopify. and now a days thousands of shopify merchants are complaining against shopify. they have very very poor service i ever experienced in my life. instead wasting your time and money use any alternative like BigCommerce,Wix, Squarespace, Woocommerce they all are providing best services.
If your complaint isn’t resolved through Shopify, you can file a complaint with the BBB against Shopify. and now a days thousands of shopify merchants are complaining against shopify. they have very very poor service i ever experienced in my life. instead wasting your time and money use any alternative like BigCommerce,Wix, Squarespace, Woocommerce they all are providing best services.
