The only issue was that non-www links were not working throughout the website so we though to disconnect the domain.
To resolve this issue; we removed the domain from the Shopify store yesterday; and tried to add it again and added a suggested TXT record for the Domain DNS as well. After that, it should be connected but unfortunately it keeps showing “Domain couldn’t be verified; These domains couldn’t be connected because the stores are frozen” - (Screenshot attached)
We tried to do the same process again but each time it gave the same error, Billing and everything was clear.
Can anyone please help with that, as support team has taken almost a day but there is no solution?
It is very frustrating to deal with Shopify support, our website is down just because of Shopify support,
It is a small task to unlink the www domain from Shopify and connect with my existing store which was already there
The Shopify team is not able to resolve the frozen store issue and it has been more than a week. Every day we deal with a new support guy and they promise that the issue will be resolved by today but next morning we see the same issue. Even they don’t share what actions are taken to resolve the issue.
Hi! If our team is able to confirm that you purchased the domain and that the domain subscription is still active, we should be able to remove it from a frozen store so you can connect it to your new store. Please contact us via the Help Center so we can look into this.
No one is helping Sophia. It is a shocker that Shopify can turn something so small into a full blown nightmare. I have personally spent more 6 hours talking to support. Most of them simply tried to gaslight me, saying that the domain needs 2 days to propagate even though there is a blaring notice saying that verification failed due to a store being frozen. Great, so I waited 2 days even though I knew that was not the issue. Now I am being told that the ticket has been escalated “but we have no idea with the specialist department will reply to you”. That was another 2 days ago. And surprise surprise no one has bothered to reply. How on earth can such a trivial situation drag on like this? Does it really take specialists to remove a domain from a frozen store?
Nope! It’s been more than a week now and no help whatsoever. The ‘specialist department’ can’t be contacted nor do they provide any updates. It’s been a shocking experience to say the least
I finally got it resolved … it took over a week which is still the quickest turnaround I have seen on community forums and reddit. While chatting with Shopify support you need to ask them to escalate it to their specialist department. Shopify support does not have the level access to whitelist frozen domains.
I’m dealing with the same issue. It’s been about 3 months since I first reported it, and honestly, it’s super frustrating that a company as big as Shopify can’t sort this out. Every time I reach out, I get a different person (some are helpful, some not so much). They just keep telling me they’ll escalate it. Right now, I’ve got 4 escalations open (just to resolve one issue), and still nothing. How is something so simple turning into such a nightmare? Not sure what to do next.
Mine got resolved 2 days ago. I would pester them and raised it a good 20 times. Multiple times a day and wouldn’t get off chat unless they kicked me off. Took around 10 days in tota
Im having this issue right now… Can you please talk me thru this? ive talked to the support and they did escalate it 1 week ago but still no answer from the account team which suppossedly is the higher up and can remove the domain. How long did it take for you to get it resolved from the day that they escalated?
