Shopify support is not helping me and I've been waiting for a month for their response

Technical Q&A

Topic summary

A user is unable to transfer their GoDaddy domain (styleworkroom.com) from an old, inaccessible Shopify store to a new one. The domain remains connected to the old store, and Shopify’s system automatically detects this connection, blocking the transfer.

The Issue:

  • User cannot access the old Shopify store to disconnect the domain themselves
  • Shopify support has been unable to resolve this for one month across two tickets (#46491808, #47111713)
  • Multiple support agents claim they lack permissions and must escalate to another department

User Frustrations:

  • No refund offered for the lost month
  • Support team described as ineffective and overly automated
  • User threatens to publicize the experience and consider switching platforms

Status:

  • A Shopify Community moderator has flagged the tickets internally but cannot provide a resolution timeline
  • Another user reports experiencing the identical issue
  • The problem remains unresolved and ongoing
Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
1

Good morning,

I’m writing here because I’m a bit desperate with resolving an issue on Shopify.

I currently have a domain styleworkroom.com (purchased with GoDaddy) connected to an inactive Shopify store: styleworkroom.myshopify.com.

I created a new Shopify store styleworkroom1.myshopify.com, and when I tried to remove the DNS from the GoDaddy domain from the old Shopify account and put them into the new store, it doesn’t let me connect the domain to the new store because it automatically detects the old store.

The resolution of this issue would be very easy for the Shopify team:

  1. They access the old store (Because they don’t let me access the old store, otherwise I would do it myself).
  2. They disconnect the domain from the store.
  3. I connect the domain to the new store.

A resolution that would take minutes.

I’ve been waiting for 1 month now, and I’ve had to open two different tickets, in which after speaking with more than 10 people from the Shopify team, they are not capable of doing it because they say another department has to do it (INCREDIBLY INEFFECTIVE).

The tickets are:

46491808
47111713

It’s incredible how incompetent the Shopify support team has become over the years; they say they will send you an email, and a month later (Yes, a month), they still haven’t sent it. I ask them to refund the money for the month, and they say they don’t have permissions to do it.

I’m writing here because I can’t find another solution. Otherwise, I will publish this same story in several blogs so that they know the reality of Shopify in 2024. They are automating everything to a level where when you have a problem, they limit you to resolve it but don’t resolve it themselves.

And it’s incredible that they don’t have the modesty to help and not charge you for this lost time. I understand it’s their platform, but with this level of service, I feel like it’s better to start considering moving our stores to the competition. At least there you have the assurance that your business is in human hands and not AI or people without any permission, who in the end can only apologize and don’t help at all…

2

@StyleWorkRoom

Thank you for bringing this to the Community. While I can’t access your shop directly to review the issue due to authentication barriers, I have flagged the ticket numbers with our internal teams. Unfortunately, I’m unable to provide an exact timeline on when they’ll reach out as it depends on the complexity of the issue, but as soon as they’ve conducted their review, they will follow up with you via email.

3

I have the same exact issue, did this every get resolved? If so what did you do?