Transferring a domain from a frozen Shopify store is possible only if the store has a zero balance (no unpaid bills) and the domain is older than 60 days since purchase. Admin access must be reactivated to unlock and release the domain for transfer.
Support requires account verification before proceeding. Users are directed to reply to support emails or contact the Help Center, follow the chat assistant, and select “I still need help” to reach a Support Advisor who can verify ownership and discuss options.
Even with an authentication (EPP) code, a domain remains locked if there is outstanding debt; paying the balance is the only way to remove the lock. Mention of Tucows as the registrar is expected for Shopify-managed domains and does not change the requirement to clear debt.
Recent updates: Support emailed affected users (e.g., message sent Dec 28) and awaits replies to continue. Outcomes are case-by-case based on debt status, domain age, and verified ownership. The thread remains open/ongoing with the key action items being: clear any owed balance, verify identity with support, and follow the transfer guide/help center steps.
Thanks for reaching out about this, @elruzy .
Similarly to the above, it depends on a number of factors such as the status of your store, if there is a debt owed on the store and the age of the domain.
But I can certainly take a closer look and see what the current options are available to you. I will send you an email shortly, where we can continue the conversation.