Issue: Merchant cannot see or manage their store’s domain in Shopify admin while it’s close to expiring. Activity log shows the primary domain switch on Jan 31, 2023.
Guidance: If purchased via Shopify, the domain should appear with Shopify as the host and be manageable (including DNS—Domain Name System—settings) from the admin. Check the domain list and follow “Manage your Shopify hosted domain.”
Evidence: Merchant’s screenshot shows only the default domain. Domain provided: przeczytajtoza10lat.com.
Update: Support confirms the domain appears to be Shopify-hosted and may have been purchased on a different Shopify store. Suggests using “Connect existing domain” in the current store.
Next steps: Community staff cannot access accounts; merchant must contact authenticated Shopify Support to verify which store owns the domain.
Access issues: Merchant received a Help Center error after selecting a store. Workarounds provided: clear cache/cookies, use a private/incognito window, refresh a few times; developers are aware. If still failing, sign out and use the alternate “Contact Shopify Support - Can’t Login” link.
Status: Unresolved; domain renewal and ownership confirmation depend on successfully reaching Support.
Hello, I have a very serious problem with the domain of my store.
I can’t see any access to my domain. I am sure that the domain was purchased in my account because in the activities I see some changes such as :
Joineroo changed primary domain from www.example.com to example.com
January 31, 2023 00:03 CET.
The problem is that the domain is about to expire and I want to pay it, but it doesn’t show up anywhere for me.
Hi @joineroo
I can definitely help you with this.
If the domain was purchased through the Shopify admin you would see Shopify listed as the domain host and have access from within your admin to adjust the DNS records. You can find the steps for this in our Help Center if you wish to confirm this: Manage your Shopify hosted domain.
You can also select the domain from your domain list in your admin and you can see who the domain host is for your domain.
If you are still unsure, please share a link to your domain URL and I can see if I can confirm who the domain host is for the domain as well.
Hi, thanks for your answear.
That would be nice if you could check for me my domain.
URL: przeczytajtoza10lat.com
Thank you for sharing that! I can see that the domain przeczytajtoza10lat.com should be hosted through Shopify. Did you purchase this domain through a different Shopify store by chance?
What happens if you try to connect this domain to your existing store? You can use the prompt to connect an existing domain from your domain settings page.
Since I can confirm that this domain is hosted via Shopify I recommend you contact our authenticated support channels for further assistance. Our community support doesn’t have access to merchant accounts, so I can’t check to see if this domain was purchased under your current store or not. To access our authenticated support, please follow this link: Shopify Help Center.
Forgive me for asking such things, but are you able to send me a direct link to send a message to Shopify’s technical department?
After going to this LINK, I get a message from the Bot where I need to select a store, but after selecting, I get an error
“There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page.”
Thank you for sharing the link you were using and for letting me know you were having issues getting access to our support.
Please try to do a full browser cache and cookie clear and also try accessing the link through a private/incognito window. Our developers are aware that some of our merchants are experiencing issues accessing the Help Center and are working to resolve it. Generally, refreshing the page a few times seems to work for most people.
If you are still having issues, then please sign out of the Help Center and try this link instead: Contact Shopify Support - Can’t Login.
