These domains couldn't be connected because the stores are frozen - Worst Support

Shopify Discussion

Topic summary

Domains cannot be connected to new or reactivated Shopify stores because they remain linked to frozen/inactive stores, triggering an error and blocking setup.

  • One store owner’s case was escalated by support, but they were told to wait and that further communication would be via email only. Their domain provider deleted DNS records, yet Shopify still appears to hold the domain (ticket 50077924).
  • Another owner paid $39 on 8/1 to reactivate a paused store, encountered the same “store is frozen” connection issue, then fully deleted the account after a week without resolution. After nearly two months, they opened a brand-new store with a $348 annual plan and hit the same problem. Their escalated case (~24 hours old) was met with “several days” wait; they found Shopify’s AI support unhelpful.
  • A third participant reports the same experience.

Technical context: DNS (domain records) was cleared by the provider but did not release the domain from Shopify; “frozen” indicates a paused/inactive store state that prevents domain linking.

No resolution or timeline was provided. Actions taken: cases escalated; email-only follow-up. The discussion is ongoing with key questions unanswered (how to release domains, expected turnaround).

Summarized with AI on December 13. AI used: gpt-5.
1

Like many others, I’ve encountered the issue of not being able to connect my domain to the new store because it’s still linked to an inactive store. I reached out to Shopify support, and the general advisor informed me that they don’t have the authority to resolve the issue but have escalated my case to someone who does. In the meantime, they told me to wait. I also contacted my domain provider, who deleted the DNS, yet it seems Shopify is still holding onto my domain. This feels outrageous.

After checking community posts, I found that many others have experienced the same issue. I reached out to the general assistant again, insisting that they stop telling me to wait and either provide an estimated timeframe or connect me with someone who can actually resolve this. As store owners, we are also Shopify customers, and this level of customer service is unacceptable. However, it feels like I’m speaking to a bot assistant. Let’s see what support says in the end.

“If that’s the case, I believe we are done from here as our team will communicate with you through email only so please keep an eye for your email. I appreciate you letting me assist you today. l have provided you with necessary information. Please feel free to reach out if you have any further clarifications or related questions. Our team is always here to assist you. Have a wonderful day and bye for now!”

I don’t feel Shopify team is there to support me at all! Does Shopify even have customer service that can actually solve problems? My ticket number is 50077924. Thank you in advance!

3 Likes
2

Same thing is happening to my store. I had paused my store for some time as I moved to a new location. I paid $39 for a month’s service on 8/1 to reactivate it, and that’s when I first encountered the issue, “my store couldn’t be connected because the store is frozen.” After nearly a week of going back and forth with Shopify’s support with no resolution I decided to delete my account completely, waited for nearly two months, then paid $348 yesterday, for a years service, to open a brand new store but am experiencing the exact same issue. This time my case was ‘escalated’ approximately 24 hours ago but still no one from Shopify’s support has reached out to me. I reached out to them again with my case number but pretty much was told sorry it’s likely going to be several days before someone contacts me, wth? I am becoming increasingly frustrated and disappointed with Shopify support, I found their AI to be pretty much useless as well, their AI responses are the poorest/not relevant that I have ever encountered.

3

same thing here