Hi. I would like to transfer my domain, www.royalprofessional.store from my current frozen account to another Shopify store. How do I go about it? Please free or unfreeze my domain.
Topic summary
Core Issue:
Users are unable to transfer or reconnect domains from frozen Shopify stores to new stores. Even after correctly configuring DNS settings (CNAME, A records), Shopify blocks the connection with an error stating the store is frozen.
Technical Workaround Attempted:
- Initial suggestion was to update DNS records at the domain registrar (Namecheap)
- This approach fails because Shopify retains control of domains until explicitly removed from frozen stores
- Removal requires unfreezing the store first, creating a catch-22 situation
Official Response:
- Shopify staff direct users to contact Authenticated Support Team
- Cases are being escalated to operational teams
User Experiences:
- Wait times range from 10-60+ days with minimal communication
- Multiple users report receiving copy-pasted responses and no ticket updates
- One user resolved their issue after 25 days of daily contact with support
- Some users accuse Shopify of requiring payment to unfreeze stores regardless of circumstances
Current Status:
The discussion remains unresolved for most participants, with ongoing frustration about lack of transparency and extended resolution timeframes.
Hi Debgmc,
After doing a lookup on your domain using who.is, it looks like you purchased your domain using namecheap. All you need to do is set your CNAME and A RECORD to match the new shopify store and visitors will start redirecting there. Here’s a guide on exactly how to do it.
NOTE: DNS settings take time to propagate so it could take a few minutes or hours for everything to flip over you can use https://www.whatsmydns.net/ to follow the propagation around the world once you make the changes to ensure it’s happened.
Hope this helps!
I set CNAME and A Record properly again and again. And Set shopify_verification and TXT record properly. Every time shopify showed that ‘These domains couldn’t be connected because the stores are frozen.’ You can see this in screecshots. So what should i so now for unfrozen this domain.
I did some digging and it seems Shopify will hold onto that domain unless it’s explicitly removed from the store. The only way to do that is to unfreeze the store and login 
Additionally if you want to point that domain anywhere but Shopify than it will take up to 90 days for your security certificate to renew.
Is there a way you can unfreeze it? If not I’d recommend reaching out to support as they should be able to log in for you and remove the domain.
Sorry I wasn’t more help. Hopefully Shopify support can help you out.
Hi there, @Debgmc . Thanks for taking the time to reach out to the Shopify Community with your questions around your domain and your frozen store. My name is Imogen. It’s good to meet you.
As suggested by some other users (thank you, @SymmetryMike !), you should look into reaching out to our Authenticated Support Team via our AI Assistant. This will allow our team to get you authenticated, and look into what options are available to help you with this frozen store, and the domain attached to it.
Hi Debgmc
I am facing exactly the same issue and I have been contacting with the support team from 15 days and they kept on saying that our operational team is looking into the issue.
Can you guide me how do you resolve your issue? or you issue is also still pending.
Thanks
Hamza Goheer
hamzagoheer@yahoo.com
I have the same problem; the support team keeps saying they are looking into it. How can I get this solved?
Hi, @rhumphan !
Thanks for reaching out. If you’ve contacted our live support team and your issue was escalated, that means you’ll receive a response via email when there’s an update. Hold tight and keep an eye on your inbox!
Please let me know if there’s anything else I can help you with.
my case have been taken 10 days and nothing happened. So shopify is puting my money to their account and provide me a silly service
1 Like
10 days here. So did you get the issue resolved ? Thanks Hamzagoheer
Was there any update so far?
Was there any update so far?
They have fixed my issue. how about you ?
till now my domains royalprofessional.shop and royalprofessional.store are
frozen. please unfrozen my domains
Hi @Debgmc , sorry to hear you’re still dealing with this.
If you have contacted our support team about this already can you please provide me with the ticket number attached to your most recent conversation regarding your domain. If you have not contacted our support team, you can reach out to them here.
I spent an hour with support today going round in a circle on this issue - they want you to pay them to unfreeze your store - no matter why it was frozen, they want money and won’t do a thing if you don’t pay them. No escalating to superiors, no escalating to complaints. It’s extortion, plain and simple, and I’ve reported Shopify to the BBB because the lack of support available and refusing to do anything without being given money regardless of the situation is outrageous.
My domain is being held hostage and I won’t give money to extortionists or those that actively scrape our data from our sites to feed useless LLMs that are replacing customer support staff who actually helped their customers.
I’m in exactly the same boat, except I am currently on day 44 of waiting for them to release the domain.
I currently have 5 open tickets for this as each time there is no reply to the ticket and you contact support you get a new ticket.
I can understand if the process takes awhile, what is completely unacceptable though is that there are 0 updates to tickets to keep you informed on what is happening.
Shopify, if you don’t have enough staff to handle all the request then maybe you shouldn’t have fired 90% of your support teams.
Hi Slurrie,
Actually this is not a big issue, my issue was resolved after 25 days, in those 25 days I daily talk to Shopify CSR and tell them same problem daily. I did this continuously 25 days, then after that they resolve my issue. I think they don’t have trained staff or the staff don’t want to work. I am also a developer, I had given them detailed steps how to resolve my problem but still they took 25 days 
Day 60 now & several tickets later.
Keep getting the same BS answer and copy pasted replies from support.
Not a single reply to any of my several open tickets on this issue.
It seems quite clear at this point that shopify just does not give an F.