Issue: A merchant’s Shopify store is closed and they need to transfer a Shopify-purchased domain to Namecheap, requesting the authorization (transfer) code.
Guidance: Shopify Community cannot provide account-specific help or authorization codes. If the domain was bought through Shopify, the merchant must contact Shopify Support to transfer it away. (If not bought through Shopify, update DNS records at the current domain registrar.)
Access challenge: The merchant reports being unable to reach live support when the store is inactive; screenshots show redirects to a Help page without chat.
Support’s instructions: Log in (even with an inactive store), search for the needed topic (e.g., “transferring domains”), then click Continue under “Get Support” to reach live options. Live chat is available 24/7; callbacks are offered when queues allow. Emails sent from the account owner’s email will receive a reply.
Constraints: Shopify cannot authenticate or provide backend access or an authorization code via the Community.
Status: Unresolved. Next steps are to follow the Help Center path to live support and, if issues persist, provide further screenshots to continue troubleshooting. Screenshots are central to diagnosing the navigation problem.
Dear Team,
My Store was closed but want to transfer my domain from shopify to namecheap
Kindly help me transfer my domain from shopify to namecheap. https://www.namecheap.com/support/knowledgebase/article.aspx/255/83/how-do-i-transfer-my-existing-domain-to-namecheap/
Kindly provide authorization code.
Hy
Hi, @borizjerseys !
Sorry to hear you’re store’s been closed. Did you purchase your domain through Shopify?
If you did purchase the domain through Shopify, and it is still connected to your store that is now closed, you’ll need to reach out to our Support team directly to get your domain transferred away from Shopify. We are not able to provide account-specific support through the Community at this time, so reaching out to our team will be the best next step.
If you did not purchase your domain through Shopify, you’ll need to login to your domain provider and change the DNS records to point to your new website, instead of to Shopify.
All the best!
Hi Hillary
Thanks a lot for your suggestions,
yes i have purchased domain through shopify.
But this is not the solution, because when i am unable to contact support without the active store, they are redirecting me to help page. check the attached screenshot. there is no chat support without active store.
even we email shopify from registered email ID (of our inactive store), but still no reply,
is there anyway i can contact shopify for this help, even our store is not active.
Hy Nguyen,
Thanks for your reply and sorry to hear you’ve been having difficulties contacting our Support team. In the screenshot you shared, is that the store where the domain is sitting? You can login to contact Support, even if your store is no longer active.
That being said, if you have emailed our Support team directly from the account owner email address, our team will reply via email as soon as possible. I appreciate your troubleshooting and efforts thus far.
As for live Support, from the page you shared in the screenshot, when you click on the name of the store, what happens next? After clicking the name of the store, you should then have the ability to search for the topic you need help with. Once you do this, you can look for the option to Continue to Contact Support. Then you will be able to reach our live Support. Live chat is available 24/7, and callback requests will be available as long as the queues are not too long.
As I mentioned, we are not able to provide account-specific assistance via the Community at this time so reaching out Support team is the best next step. If you are still having troubles contacting us, please share further screenshots and we can continue to walk through this together.
Hi Hilary,
Thanks a lot for your clarification,
but this is not the solution we are seeking, as we mentioned earlier we need live support, but as our store is inactive, when we are clicking on store name “borizcustom” it redirect us to below page, check below screenshot,
check the path also here,
It looks like shopify is not allowing inactive store owner to contact live support. very bad experience.
we are looking for domain transfer from shopify to namecheap. so we need authorization code from shopify,
because we are unable to access shopify backend, we want you to provide us backend for only 24 hours so that we will successfully transfer our domain to namecheap. OR else kindly provide us the help from your end to transfer our domain.
kindly check this case closely and provide us the solution.
Hy Nguyen
Thanks for replying with your screenshot of where you are getting stuck. Sorry to hear you’re still having troubles, I’m happy to continue supporting you here until you are successful.
Once you are logged in, and land on the page in your screenshot, you will need to search for the topic that you require help with, such as “transferring domains”. From there, should none of the articles be sufficient, which in this case they will not be, at the bottom of the results under Get Support, click Continue. Once you click continue, you will find the available options to contact our live Support team.
I understand that you require access to transfer your domain, however we cannot provide account-specific support via the Community at this time, as we do not have a way to authenticate you for the account. I appreciate your patience and troubleshooting so far. Our live Support team will be best equipped to help you get this resolved.
Please let me know how this goes. If you are still having troubles, screenshots are very helpful. All the best.
