Hello - I have been trying to connect my domain to my store for almost 2 months. After getting the error on day 1 that the store was frozen, I contacted customer service and they told me someone else had previously connected the domain to a store and that they had to clear that account out. Customer service “escalated” the ticket…that was November 26 2024 and it’s January 15 2025. I’ve been waiting now a month and a half for Shopify to clear the old account out so I can connect my domain. Can anyone who works for Shopify on here help me? I will share the ticket number privately.
Topic summary
A user has been unable to connect their domain to their Shopify store for nearly 2 months due to a “store frozen” error.
Root cause: The domain was previously connected to another Shopify account, which must be cleared before the new connection can proceed.
Timeline:
- Initial error occurred on day 1
- Support ticket escalated on November 26, 2024
- Still unresolved as of January 15, 2025 (50+ days)
Current status: The user is seeking direct assistance from Shopify staff in the forum and is willing to share their ticket number privately. The issue remains open with no resolution despite the extended wait time.