The domain we purchased with Shopify is not working porperly right now (showing “This store is unavailable” on the front page). We contacted the Shopify customer service and they told us that the domain was somehow transferred to another company called Tucows and we have to contact them in order to address this issue. How does it make sense that the domain we brought on Shopify was transferred without notifying us and we have to retrieve the domain from the company to which they sold by ourselves?
Can someone explained and help us out with this issue? Thanks in advance.
Hey there, @Neeb . Thank you for taking the time to reach out to folks in the Shopify Community with your domain situation. My name is Imogen. It’s good to meet you!
Just to set some expectations for you, we’re unable to authenticate users here in the Community. This means that Support Staff are unable to access your account information, or any support tickets related to your account.
With the above information in mind, I’m unable to know for sure exactly what happened with your domain here. Typically when a domain is removed from a store, it’s due to ownership of that domain expiring. Did the Support Advisor you were speaking with mention this information to you?
My suggestion here would be to take the advice of the Advisor and to reach out to Tucows for information. Additionally, it’s best that you direct any additional questions you have back to the original advisor you were speaking to, as that is an authenticated method of contact you have with our Support Team. You can actually reply directly to the email thread that includes the chat transcript, as well as your ticket number, to follow up with the advisor with your additional questions.